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.

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/

• 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/

Summary

In this engaging conversation, Amas Tenumah and Bob Furniss discuss the challenges and implications of automation in customer service, particularly focusing on HP's controversial decision to implement a 15-minute wait time for customers to encourage self-service. They explore customer preferences, the impact of wait times on experience, and the importance of effective customer service strategies in business. The discussion highlights the balance between cost efficiency and customer satisfaction, culminating in a call for companies to value customer feedback and service quality.

Takeaways

Automation in customer service often leads to frustration.
HP's 15-minute wait policy aimed to push digital self-service.
Customer preferences should be prioritized in service design.
Long wait times can significantly impact customer experience.
Companies must listen to customer feedback to improve services.
Self-service options should be user-friendly and accessible.
The cost of human interaction in customer service is high.
Effective communication is key to customer satisfaction.
Businesses should focus on long-term customer relationships.
Customer service should be valued as a critical business function.

Chapters

00:00 Introduction and Light Banter
00:57 The Automation Dilemma in Customer Service
02:55 HP's Controversial 15-Minute Wait Policy
06:07 Customer Preferences and Self-Service Solutions
09:02 The Impact of Wait Times on Customer Experience
12:02 HP's Policy Rescinded and Customer Feedback
15:06 The Importance of Customer Service in Business
17:58 Conclusion and Call to Action

Summary

In this conversation, Amas Tenumah and Bob Furniss discuss the evolving landscape of customer service, particularly the role of AI and human agents. They reflect on the impact of AI technologies on contact centers, emphasizing that while AI can enhance efficiency, the human element remains crucial. They reference Klana's recent shift back to valuing human interaction, highlighting consumer preferences for speaking with live agents. The discussion underscores the importance of using AI to support rather than replace human agents, ultimately advocating for a balanced approach to customer service that prioritizes both technology and human connection.

Takeaways

AI is capable of handling a significant volume of customer interactions.
The belief that AI will completely replace human agents is exaggerated.
Human agents are becoming more valuable in the age of AI.
AI should be used to enhance the capabilities of human agents.
Consumer preference still leans heavily towards human interaction for customer service.
Companies that ignore the human element risk losing customer satisfaction.
The integration of AI in customer service should focus on efficiency and support for agents.
Automation can lead to increased customer interactions, not a decrease.
The return of human agents in companies like Klana highlights the importance of personal touch.
Understanding customer needs is essential for effective service delivery.