Summary

In this heartfelt conversation, Bob Furniss shares the story of his daughter Keisha, who bravely battled breast cancer and inspired many through her positivity and strength. Bob discusses the impact of her life, the challenges of writing a book about her journey, and the mission of the nonprofit established in her honor to raise awareness about breast health. The conversation emphasizes the importance of early detection and encourages listeners to take action in their own lives.

Takeaways

Keisha was a light in the world, known for her positivity.
Bob wrote the book to honor Keisha's legacy and help others.
The nonprofit aims to raise awareness about breast health.
Early detection of breast cancer is crucial for survival.
Keisha's story is a reminder to cherish loved ones.
Bob encourages open conversations about health in families.
The book captures the essence of Keisha's spirit.
Bob's journey of writing was both challenging and healing.
The nonprofit provides resources for young women regarding breast health.
Keisha's impact continues through the stories shared by others.

Chapters

00:00 Introduction and Weekend Highlights
02:54 The Story of Keisha: A Daughter's Legacy
05:58 Keisha's Impact and Personality
08:56 The Journey of Writing the Book
11:48 The Nonprofit Mission and Its Connection to Keisha
15:09 Encouraging Action: Breast Health Awareness
17:52 Reflections on Loss and Legacy
21:11 Final Thoughts and Call to Action

📚 Get the book: On to Blue (available on Amazon in all formats)

🌐 Support the cause: www.warriorprincess.org

If you’re a parent, friend, or leader—especially in a contact center full of women aged 25–45—listen to this conversation. Then talk to the women in your life.

👉 And ask her.

Summary

In this conversation, Amas Tenumah and Bob Furniss discuss various aspects of customer service, focusing on trends, the importance of human interaction, and the role of AI. They reflect on personal experiences with customer service, emphasizing the need for effective communication and the challenges faced by contact centers. The discussion highlights customer preferences, skepticism towards AI, and the potential for technology to enhance human agents rather than replace them.

Takeaways

Customer service impacts loyalty, trust, and brand reputation.
Ineffective customer service can quickly damage a brand's reputation.
Customers still prefer human interaction, especially older demographics.
AI is not yet fully capable of replacing human agents in customer service.
Many customers are skeptical about the use of AI in service.
The majority of customers still want to talk to a human.
Self-service options can be frustrating for customers who prefer direct contact.
AI can be used to support agents rather than replace them.
Effective communication is crucial in addressing customer needs.
Understanding customer preferences is key to improving service.

Chapters

00:00 Weekend Reflections and Brisket Adventures
01:11 Customer Service Trends: Insights from the Article
03:49 The Importance of Human Interaction in Customer Service
07:37 AI in Customer Service: Current Limitations and Future Potential
10:59 Customer Preferences: The Skepticism Towards AI
11:52 Effective Use of AI: Enhancing Human Agents
14:12 Navigating the Future of Customer Service

https://www.cmswire.com/contact-center/customer-service-trends-show-what-customers-really-want-its-not-just-ai/

Takeaways

The job of a frontline supervisor can be overwhelming.
Many supervisors lack adequate training for their roles.
Time management is crucial for supervisors to balance their responsibilities.
Supervisors often spend less than 50% of their time with their teams.
Technology is changing the landscape of contact centers, impacting supervisors' roles.
AI and automation may not replace supervisors but change their responsibilities.
Leadership should focus on personal growth and development.
Praise and coaching should be balanced in management practices.
Human customers will always need human supervisors.
Organizations must check in on their frontline supervisors regularly.