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Contact Center Show

Contact Center Show

By: 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 FurnissAll rights reserved 2022 Economics Management Management & Leadership
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Episodes
  • Enabling frontline leaders

    Enabling frontline leaders
    May 1 2025
    This conversation delves into the critical role of frontline supervisors in contact centers, exploring the challenges they face, the future of their roles amidst technological advancements, and effective leadership strategies to support them. The discussion emphasizes the importance of human connection in leadership and the need for organizations to prioritize the well-being and development of their frontline supervisors.

    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.
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    20 mins
  • Agentic AI vs. Human

    Agentic AI vs. Human
    Apr 27 2025

    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 mins
  • Enabling Frontline leadership

    Enabling Frontline leadership
    Apr 16 2025
    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 mins

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