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
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The podcast presents valuable insights from contact center leaders, tailor-made for their industry peers. We cover a diverse array of topics, such as AI integration, agent turnover management, revenue impact assessment, and transitioning perceptions from cost to value centers for starters.
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Because no one pictures themselves working at a call center, First Contact: Stories of the Call Center is a monthly podcast about how tech leaders and entrepreneurs found their way into the contact center industry.
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The Podcast for Contact Center and Customer Experience Leaders! Learn Best Practices, New Technology, Tips & Tricks, and more. Listen in!
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Established for 50 years, Ansafone Contact Centers offers world-class customer experience and brand care for its clients and business partners who are in need of call center services such as inbound calls, outbound calls, live 24/7 customer support, secured HIPAA -compliant text messaging, live chat, and more. Our podcast series is a media form to show and educate others in the industry or businesses interested in partnering with us on the real-case scenarios, ins and outs of the call center ...
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Episode 16 | Falling Behind on the Latest CX Tech Stack?
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In this episode, Craig Stoss, a Customer Experience Consultant with over 25 years of experience in the CX industry, explores the complexities of navigating the latest CX tech stacks, emphasizing the need to align technology with customer value. He discusses the impact of AI, analytics, and decision-making tools, highlighting their role in shaping a…
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Can AI fix the call center agent experience?
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Welcome back to the Contact Center Show! Amas and Bob kick off a new season with a dynamic conversation about the state of contact centers and the experiences of contact center agents. **Amas:** "Bob, it’s so good to see you again. How have you been?" **Bob:** "I’m doing well, Amas. It’s great to be back in front of the mic." The duo dives into the…
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The JEPPP Philosophy: Milan Batinich’s Guide to Professional Fulfillment
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Join us for an enlightening episode of First Contact: Stories of the Call Center, featuring Milan Batinich, a dynamic speaker, coach, and entrepreneur dedicated to helping individuals discover joy, energy, passion, peace, and purpose—what he calls 'JEPPP'—in their careers. Milan brings a wealth of experience from operational and sales roles across …
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In this episode, Lisa Del Fabbro, Customer Experience Manager of Lamour, explores the evolving role of CX leaders. She highlights the importance of listening to agents, data-driven decision-making, and AI integration. Del Fabbro stresses that agents' insights are vital for effective CX strategies, ensuring leaders stay connected to the customer’s f…
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Episode 14 | Transforming Contact Centers with a Servant Challenger Mentality
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In this episode, Nate Brown, Senior Director of Affiliate Call Center at Broadcast Music Inc., explores the servant challenger mentality in customer service, stressing the fusion of service and innovation. He champions a mindset where organizations meet and exceed customer expectations by fearlessly questioning norms. Nate emphasizes that embracing…
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Episode 13 | CX Revenue Engine: How to Delight Your Way to Growth
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Sri Velamoor, Vice President of Global Support and Product Enablement at Workiva, discusses the importance of customer experience as a revenue growth driver. He emphasizes the necessity of addressing customers' emotional needs by aligning his concepts with Maslow’s hierarchy of needs. He also illustrates how exceptional customer experience can give…
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Podcast Summary: The Future of Contact Centers with Amas and Bob Hosts: Amas and Bob Topic: The evolving landscape of contact centers and the impact of AI technology. Key Points: Introduction: Amas and Bob reunite to discuss the future of contact centers, emphasizing their long-standing involvement and passion for the industry. Industry Predictions…
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Episode 12 | Why Humans Outshine AI in CX Leadership
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21:43
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Andreas Janssen, CEO at Blauband GmbH, discusses human intelligence in customer support on the Contact Center Prospectus podcast. He stresses AI's role in enhancing processes but emphasizes human agents' irreplaceable abilities in personalized customer experiences. He also highlights customer support's strategic value for growth and satisfaction, u…
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Episode 11 | Retail Online and In-Store CX Trends for 2024
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Chancy Chen, Head of Omnichannel Customer Experience at T&T Supermarket, explores the evolution of omnichannel experiences in retail, emphasizing the shift in consumer behavior during and after the pandemic. He highlights the importance of a seamless approach to customer service, transforming it from a cost center to a revenue generator. He also de…
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Episode 10 | Delivering Results: Becoming the Highest Voice of Authority
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Madelene Motin, Head of Customer Service at STRONGER, shares her extensive experience in customer service. She explains how customer service can evolve from a cost center to a growth driver. She shares examples of leveraging customer feedback, proactive strategies, and cross-department collaboration. She also highlights transforming customer servic…
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Episode 9 | CCOs: Flipping BPO Quality Perceptions On Its Head
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Steve Kaay, Contact Center Consultant at Kaay Enterprises LLC and an industry veteran with 30+ years, challenges the belief that outsourcing diminishes quality. He advocates for outsourcing's potential to enhance customer interactions by selecting the right BPO partner and investing in agent training. He also stresses the importance of culture and …
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Episode 8 | Contact Centers: Accountability and Positive Impact on P&L
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23:12
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Harini Gokul, Chief Customer Officer at Entrust, discusses how contact centers drive growth and impact the business's bottom-line revenue. She emphasizes customer engagement and proactive problem-solving and challenges the view of contact centers as cost centers. She also discusses changing mindsets, the importance of agent turnover, AI's impact on…
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Episode 7 | CCOs: Tackling Systematic Resistance to Accepting Subpar Performance
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Pat Ferdig, Chief Customer Officer at 441 Locals, highlights the need to address systematic resistance to sub-par performance. He points to the crucial role in driving growth and advocates reframing contact centers as pivotal to company expansion, not just cost centers. He stresses a human-centric approach, including listening to agents and integra…
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Episode 6 | CCOs: Turning Contact Centers into a Competitive Advantage
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In this episode, Tracey Virtue, Chief Customer Officer at NEOGOV, highlights transforming contact centers into a competitive edge, primarily as vital customer feedback sources for other departments. With a wide range of her experiences within other departments, Tracey underscores contact centers' holistic impact, aiding organizational growth. She s…
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Transformative Leadership: Harnessing AI and EQ for Better Customer Interactions: Thomas Paley
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59:31
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In this episode of "First Contact: Stories of the Call Center," Christian Montes interviews Thomas Paley, Director of Corporate Telecommunications and Contact Center Services at Hilton Grand Vacations. Thomas discusses his leadership philosophy, highlighting the importance of emotional intelligence, team empowerment, and soft skills. He also explor…
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BPO Excellence: Employee Retention, Engagement, and a People-First Mindset: John Coulter
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In this podcast episode, we sit down with John Coulter, Vice President of Call Center Outsourcing Services at Five Star Call Centers. With over a decade of experience in the industry, John has been a trailblazer in transforming call centers into key drivers of business growth and customer loyalty. He shares his journey from starting on the phones t…
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Episode 5 | Creating Contact Centers that Directly Impact Company Performance
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Lauren Volpe, Chief Customer Experience Officer at Zip Co, emphasizes reframing contact centers from cost centers to value-added assets, highlighting AI's impact on enhancing the experiences of agents and customers. She shares insights from testing AI applications, stresses clear communication about AI benefits with agents, and underscores data ana…
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Episode 4 | CCOs: Why Advocate for Downward CSAT Trends
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Candace Wallace, Chief Customer Officer at Relias, discusses the importance of putting the customer at the center of contact center scaling and the role of self-service in meeting customer needs. She emphasizes the need for personalized experiences based on data analysis and customer feedback. Wallace also explains why downward trends in metrics li…
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Episode 3 | Creating the Ideal Hybrid Customer Happiness Team
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In this episode, Gemma DePalma, COO of Foria, stresses the significance of forming a well-rounded hybrid customer happiness team. She underscores the importance of integrating this team with other departments like marketing and operations. Gemma offers insights on empowering the team to transform negative experiences, the importance of active liste…
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Speed of Business, The ROI of Empathy and Innovation in CX: Jay Baer
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Join us for an enlightening discussion with Jay Baer, a pioneer in customer experience and digital marketing, now turned tequila influencer. This episode explores pivotal themes shaping the future of customer service and business strategy. Jay offers a wealth of knowledge and practical advice on accelerating business responsiveness, leveraging empa…
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Episode 2 | The Frictionless Customer Experience
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Patrick Martin, Coveo's EVP of Customer Experience, delves into crafting a seamless customer journey. He stresses consistency across touchpoints, directly impacting a company’s bottom line. Martin draws from a PwC study, highlighting the costs of subpar experiences and the need to adapt to evolving customer demands. AI's integration in service, alo…
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Episode 1 | Transforming Contact Centers: From Cost to Value Centers
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31:10
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Florian Schroeder, Head of Customer Success at Stepstone, discusses transforming contact centers from cost to value centers. He explores the importance of managing the customer journey, the collaboration between customer success, sales, and leadership, agent turnover, and the impact of contact centers on revenue and the organization's success. Flor…
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Feeling the Future: Emotion AI & Conversation in Call Centers: Josh Feast
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56:21
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Tune in as we sit down with Josh Feast, the innovative mind behind Cogito, to discuss the transformative impact of technology on human emotions and connections within the fast-paced world of call centers. Josh shares invaluable insights into the development and application of AI and real-time guidance systems, the essence of effective leadership in…
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Transforming Contact Centers through Servant Leadership and Innovation: Frank Mona III
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52:31
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This is episode 1, Season 5 of First Contact Podcast: Stories of the Call Center! We're thrilled to bring you an incredible journey into the heart of customer service, with our special guest, Francis, a visionary leader with over 30 years of groundbreaking experience in the contact center industry. Transforming Contact Centers through Servant Leade…
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Bob, it has been a while since we have talked to the contact center show audience, and there are some rumors that I want to put to bed. Bob, the word on the street is we got rich and famous and we stopped putting out new show. I've gotten some responses from our fans. Can you put these rumors to bed? What actually happened here? Bob Well, as you ca…
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Empathy-Driven Contact Centers: From Complaints to Connections: Dr. Natalie Petouhoff
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Our last episode of Season 4 brings a refreshing perspective to the forefront of business transformation. Join us as we converse with Dr. Natalie Petouhoff, the visionary business consultant who has spearheaded transformative initiatives for giants like Salesforce, Hulu, General Motors, and Procter & Gamble. Together, we explore the core essence of…
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The Role of Self-Service in Reducing Churn in Contact Centers: Chris Robinson
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🎙️ Exciting News! Our latest podcast episode is now LIVE! Join us as we sit down with industry pioneer, Chris Robinson from Awaken, who has been at the forefront of customer communications for over 20 years. Dive deep into the evolution of self-service, the intricacies of onboarding in today's digital landscape, and the strategies to tackle churn e…
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From Nearshore to Global: Contact Center Outsourcing Excellence: Neal Topf
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1:01:44
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In this insightful episode, we sit down with the dynamic Neal Topf, co-founder of Callzilla, the powerhouse behind some of the most outstanding outsourced contact center and business process services globally. With its roots firmly planted in sunny Miramar, Florida, Callzilla has been a beacon of excellence, pushing the boundaries of customer care …
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From Customer to Leader: Bridging Gaps in Contact Center Operations: Dr. Hui Wu-Curtis
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Welcome to another exciting episode of our podcast! This week, we are thrilled to have Dr. Hui Wu-Curtis with us. A known disruptor, operations geek, advocate for DEI, and a Silver Globee award recipient for Executive Excellence, Dr. Hui is a force to be reckoned with in the contact center industry. n this episode, we delve into her vast experience…
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Knowledge Management and AI Real-time Guidance for Contact Centers: Micah Peterson
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56:28
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In the rapidly evolving world of contact centers, the convergence of knowledge management and artificial intelligence stands at the forefront of transformation. This latest episode welcomes Micah Peterson, a seasoned professional with over 15 years in the knowledge management sector. As a Knowledge-Centered Services (KCS) certified expert, Peterson…
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Navigating Compliance Challenges in the Contact Center Industry: Dan Greenwell
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59:29
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Welcome to the newest episode of First Contact: Stories of the Call Center! In this episode, we're joined by none other than Dan Greenwell, the CEO of Customer Dynamics. With over three decades of business experience in executive roles, Dan has a wealth of insights and knowledge to share. His company, Customer Dynamics, is a leading force in creati…
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Amas and Bob take a look back a their third season of the Contact Center show. "I plan to spend the offseason doing nonprofit, keisha Warrior Princess, we aims to educate women on the importance of self exams and of gynological appointments annually."- Bob I'm increasingly getting feedback from people who are not deep into the contact center, but a…
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Bob and Amas discuss how you should prepare for CCaas: Three out of four contact centers today have not yet made the move. Every vendor is telling companies to make this move. The improvements are happening in their new cloud system. We're getting close to the point where this would be a baseline requirement. CCaaS allows agents to use all of their…
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How to Seperate the Hype from Reality with Generative AI
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Amas and Bob tell you how to separate the hype from reality with GPT: - AI will eliminate 75% of call center jobs. AI will even make your bed. These are some of the real headlines about what generative AI things like Chat GPT will do to the contact center. - I think the next knowledge will be the impact. It's going to affect the way that we write k…
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Master Call Center Customer Service in the Digital Age: Jim Iyoob
59:34
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Get ready to dive into the newest episode of our podcast, where we had an engaging and insightful conversation with the brilliant Jim Iyoob, Chief Customer Officer at Etech Global Services. 🎙️ Jim is at the helm of a company that is known for its outstanding customer engagement solutions, including contact center services, customer support, sales, …
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Knowledge is the new oil, but do you know how to drill?
30:51
30:51
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Bob and Amas discuss the world of knowledge. "I'm going to date myself that we had knowledge on paper in binders at every desk." - Bob "In fact, I believe that if used correctly, knowledge or technical product content in this case is and should be seen as marketing." - Mike "So we have this issue. There are 1400 page PDFs running out there. How wou…
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Contact Center Excellence, Brand Slaughtering and Remote Revolution: Eric Sims
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Ladies and gentlemen, welcome to another exhilarating episode of our podcast! Today, we're diving deep into the world of contact centers, brand protection, and the remote revolution with a true industry expert. Get ready to be blown away by the insights and knowledge of Eric Sims, Cofounder & CEO of Leading Edge Connections, America's #1 fully remo…
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Amas and Bob discuss the role of the CFO in the Contact Center: "Yeah, there is a the metric but there reason your are measuring FCR, repeat call rates, average call rate, they should lead somewhere." -Amas "I gotta be ready to tell the story of the history, the real-time and the future." -Bob
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Amas and Bob discuss the outbound call center: "This is giving me flashbacks of my teenage years when I was doing telemarketing." - Amas "Time is money! Interactions to Sales matter - from a cost perspective." -Bob "Well first of all it's a tough job, in that job I was talking about I called 60 people maybe 20 talked to me, that's a lot of negativi…
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Bob interviews Amas about his latest book "Waiting for Service" "If our industry could get the waiting part right before worrying about the quality of service..." Amas "So if you are listening to our podcast, he is not talking about you, he is talking about the other contact center professionals." - Bob…
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Empowering Your Customers Strategies for Success in Contact Centers: Rob Bayer
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Are you ready to learn the latest and greatest customer empowerment strategies from a seasoned industry expert? In this episode, we have a special guest who shares their secrets to success in contact center management and remote work optimization. Rob Bayer, president of Anomaly Squared is an executive with more than 25 years of contact center expe…
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Soft Skills do not work, your contact center needs Tough skills.
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59:33
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Amas and Bob welcome Caryn Fried and Glen Stoffel to the Contact Center Show to discuss the reality of soft skills. Quotes "People drive the success of contact centers. I had someone say to me this week - I think people are going away in contact centers. ChatGPT and the future of voice bots and digital bots will replace the human. But I disagree. T…
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When Social media becomes the primary means of customer service
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Do you use social media to address your complaints or concerns with companies? What are the pros and cons of social service? Does anyone do it well? It is quite overwhelming to monitor the entire internet so where do you start? “how would you feel if every decision you make privately on a contact center ends up on the front page of a newspaper or o…
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Why should you use social for customer service
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Bob and Amas continue the conversation about Social Service: "You know that quote from 10-15 years ago 'if you do something good your customer will tell 3 people and if you do something bad they will tell 10' now customers are like 'let me tell my 100 followers, 500 followers...." - Bob And much more Contact Amas and Bob. http://linkedin.com/in/ama…
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You dial a 1800# and it tells you someone will hold your place in line and call you back when it is your turn? Is someone actually holding your place in line? Key Quotes: "It allows you to not have to listen to Michael Bolton sing “when a man loves a woman for the thirteenth time.” Or even worse, here the “your call is important to us” for the 25th…
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Will ChatGPT answer 25% of all your inquiries?
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Amas and Bob take a deep dive into the success of ChatGPT. Chatbots are not new, why is this one capturing hearts and mind? What the heck is a chatbot anyway? Why do most customers hate chatbots and will it change? Will it replace humans in the contact center? How do I start building a bot customers will want? And much more Contact Amas and Bob. ht…
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Is the Contact center the most interesting place in Corporate America?
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The contact center may be the biggest melting pot in corporate America. Bob & Amas have 60+ years in the industry What does the contact center get right? Most incredible stories about contact centers Memorable Quote: “Did you lose your daughter? Are you a NARC?” - Bob And much more Contact Amas and Bob. http://linkedin.com/in/amastenumah/ https://w…
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Beyond Transactional: Taking Customer Service to the Next Level: Brad Cleveland
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Attention all podcast listeners! Get ready to step up your customer strategy game because we have a treat for you! Our guest today is none other than Brad Cleveland, the global authority on customer strategy and management. With over 45 states and 60 countries under his belt, Brad has worked with top service leaders such as Apple, American Express,…
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Should We Join Frontier Airlines in Eliminating Calls?
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Join Amas and Bob as they discuss eliminating phone calls from contact centers: Before you join the movement to eliminate phone calls from your contact center you should listen to this. Select quotes. "I think they are trying to kill the phone call because they're expensive...." "Is frontier airline the model for customer service?" "At the end of t…
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Join Bob and Amas as they dive deep in how to deal with escalations: "I have always been intersted in the origin of the statement "the customer is always right", they must not work in service..." "In some ways I think the organization is creating escalations..." "I would love to be a supervisor in a call center and not be able to tell a lie....." A…
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