Contact Center Show

著者： Amas Tenumah & Bob Furniss
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  • This is the public square for all things contact center. This is where the world’s best Call & Contact center professionals come to get better at delivering a great experience for customers. Your contact center mentors - Amas Tenumah & Bob Furniss
    All rights reserved 2022
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あらすじ・解説

This is the public square for all things contact center. This is where the world’s best Call & Contact center professionals come to get better at delivering a great experience for customers. Your contact center mentors - Amas Tenumah & Bob Furniss
All rights reserved 2022
マネジメント マネジメント・リーダーシップ 経済学
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エピソード
  • Agentic AI vs. Human

    Agentic AI vs. Human
    2025/04/27

    Summary

    In this conversation, Amas Tenumah and Bob Furniss discuss the evolving landscape of contact centers, particularly focusing on Microsoft's recent rebranding efforts that redefine the term 'agent' to refer to bots rather than human representatives. They explore the implications of this shift, the role of technology in customer service, and the importance of maintaining a human connection in an increasingly automated environment. The discussion emphasizes the need for leaders in the industry to advocate for human agents while navigating the challenges posed by AI and digital transformation.

    Takeaways

    Microsoft's rebranding reflects a significant shift in the contact center industry.
    The term 'agent' is now being associated with bots rather than human representatives.
    Technology is becoming the focal point in contact centers, often at the expense of human agents.
    There is a need for industry professionals to push back against the over-reliance on technology.
    AI should be used to support human agents, not replace them.
    The future of customer service must include a balance between technology and human interaction.
    Leaders should advocate for the value of human agents in the face of automation.
    Customer loyalty is built on human connections, not technology.
    The conversation around AI in contact centers is evolving rapidly.
    It's essential to maintain clarity in terminology to avoid confusion between human and digital agents.

    Titles

    The Future of Contact Centers: Humans vs. Bots
    Navigating the AI Revolution in Customer Service

    Chapters

    00:00 Introduction and Sports Banter
    02:01 Microsoft's Rebranding and the Future of Contact Centers
    06:05 The Role of Technology in Contact Centers
    12:03 Navigating Change in Contact Center Operations
    17:57 Conclusion and Call to Action
    18:59 contact center show vertical outtro.mp4

    Links:https://www.cxtoday.com/contact-center/microsoft-rebrands-its-contact-center-workspace-stops-using-the-term-agent-for-live-reps/

    https://www.cxtoday.com/contact-center/microsoft-releases-three-ai-agents-for-a-more-autonomous-contact-center/
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    17 分
  • Enabling Frontline leadership

    Enabling Frontline leadership
    2025/04/16
    In this conversation, Amas Tenumah and Bob Furniss discuss the critical issues surrounding employee engagement and retention, particularly in contact centers. They explore the impact of leadership on employee satisfaction, the importance of proper training for supervisors, and the need for organizations to create a supportive work environment. The discussion emphasizes the necessity of understanding why employees stay or leave, and how effective leadership can foster a positive workplace culture. The conversation concludes with a call to action for organizations to prioritize leadership development and employee engagement strategies. Takeaways Employee engagement has regressed to pre-COVID levels.Understanding why employees leave is crucial for retention.Strong relationships with leaders can influence employee retention.Promoting the best employee to a leadership role can backfire.Leadership training is often lacking in organizations.A supportive work environment is essential for employee satisfaction.Employees need to feel a sense of purpose in their work.Effective communication between managers and employees is vital.Organizations must be realistic about job expectations.Investing time in leadership development is necessary for success. TitlesReviving Employee Engagement Post-COVID Sound Bites "Why are people leaving?""People don't leave jobs, they leave employers.""Let us know if you want more of this." Chapters 00:00The State of Employee Engagement 02:59Understanding Employee Retention 06:11The Role of Leadership in Retention 08:45Training and Development for Leaders 12:06Creating a Supportive Work Environment 15:02The Importance of Purpose in Work 17:59Final Thoughts and Call to Action https://news.gallup.com/poll/1720/work-work-place.aspx
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    18 分
  • What to do about NPS

    What to do about NPS
    2025/03/31
    In this conversation, Amas Tenumah and Bob Furniss discuss the evolving landscape of customer satisfaction metrics, particularly focusing on the Net Promoter Score (NPS). They explore the origins of NPS, its initial impact on customer sentiment, and the criticisms it has faced over the years. The discussion highlights the importance of understanding customer feedback and the ethical implications of incentivizing customer responses. Ultimately, they question the relevance of NPS in today's business environment and suggest a more nuanced approach to measuring customer satisfaction. Takeaways
    • It's a people business.
    • NPS became kind of a synonym for customer satisfaction.
    • NPS has now been bastardized.
    • We have data now that NPS does not correlate to recommendations.
    • If I did what you wanted, please give me a good score.
    • We've put that person into a place where they are just trying to meet the expectation.
    • If it's going to be about the damn metric, fix the system.
    • NPS is past its time.
    • We need to wow our customers.
    • We need to keep customer sentiment really, really matters.

    Chapters

    00:00 The Ever-Changing Landscape of Business
    02:27 The Evolution and Impact of NPS
    11:27 Critique of NPS: Is It Still Relevant?
    18:18 The Ethics of Customer Feedback and Incentives

    Resources:

    https://itamargilad.com/net-promoter-score-part1/

    https://www.netpromotersystem.com/insights/refocusing-nps-for-earned-growth-podcast/

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    22 分

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