Mar 9, 2026

 summary

This episode features a deep dive into contact center KPIs, exploring their flaws and how to measure customer experience effectively. Hosts Amas Tenumah and Bob Furness challenge industry norms and share practical insights for improving contact center performance.

 key  topics

Flaws in common KPIs like FCR,...

Feb 24, 2026

Summary

In this conversation, Amas Tenumah and Bob Furniss discuss the complexities of performance management, particularly focusing on forced distribution and its implications on employee evaluation and coaching. They explore alternative approaches to performance evaluation that prioritize individual performance over...

Feb 9, 2026

In this conversation, Amas Tenumah and Bob Furniss discuss the intricacies of performance reviews, emphasizing the importance of coaching and effective feedback. They introduce the YMCA methodology as a framework for coaching conversations, highlighting the need for ongoing dialogue and employee ownership in...

Feb 1, 2026

Summary

In this conversation, Amas Tenumah and Bob Furniss discuss the implications of AI in quality assurance within contact centers. They explore the benefits of AI, such as increased coverage and trend spotting, while also addressing concerns about accuracy and the potential for AI to replace human interaction. The...

Jan 25, 2026

Summary

In this episode, Amas Tenumah and Bob Furniss delve into the current state of Software as a Service (SaaS) and its intersection with artificial intelligence (AI), particularly in the context of contact centers. They discuss the recent downturn in stock prices for major SaaS companies like Salesforce and...