Amas Talks Podcast

In this conversation, Amas Tenumah and Laurel Poertner discuss the importance of knowledge management in customer support, focusing on the Knowledge Centered Service (KCS) methodology. They explore the challenges of...

Takeaways Leadership is an evolutionary process that requires continuous learning. AI cannot replace human empathy and emotional intelligence in leadership. Integrity is the foundational element of effective leadership...

Summary In this conversation, Amas Tenumah and Jeremy Hyde discuss the challenges and dynamics of the contact center industry, focusing on employee attrition, engagement, and the impact of customer behavior. They...

Arguably the hottest architect in the Salesforce eco system joins the pod. AI hype is constantly refreshed every few months. Generative AI can assist in mundane tasks, freeing up time for creativity. Salesforce's Agent...

Summary In this conversation, Amas Tenumah and Martha discuss the evolving landscape of customer feedback, particularly focusing on surveys and the Net Promoter Score (NPS). They explore the effectiveness of consumer...

In this episode, Amas sits down with Vaishali to discuss the evolving world of Customer Experience (CX). The conversation kicks off with Amas asking Vaishali to define CX and explain its importance in a business...

The podcast episode is a discussion between Amas and Jim, focusing on the future of customer service in the era of AI, particularly in call centers. Jim, who is associated with RingCentral, emphasizes that despite the...

Here's a summary of the podcast: Title: It is time to end NPS w Rob Host: Amas Guest: Rob Key Topics Discussed: 1. The state of customer service and declining ACSI ratings 2. Problems with current customer feedback...

  In this episode, Amas welcomes Brian back to the show for yet another insightful discussion, jokingly suggesting they need a loyalty punch card for frequent guests. The conversation dives deep into the challenges...

In this episode, Amas and Brian dive into a compelling discussion about the state of the contact center industry and how it impacts both employees and customers. They reflect on their previous episodes' popularity...

### Podcast Episode Notes: "Enhancing Contact Center Work" **Host:** Amas   **Guest:** Brian   **Episode Summary:**   In this insightful follow-up episode, Amas reconnects with Brian to delve deeper into...

### Podcast Summary: "Amas Talks - How the Call Center Agent Job Got So Bad" #### Introduction - **Host:** Amas - **Guest:** Brian, an industry expert focused on improving the lives of call center agents and managers...

### Podcast Episode Notes: "Rethinking AI in Contact Centers" **Host:** Amas   **Guest:** Brian   **Episode Summary:**   In this episode, Amas welcomes Brian, a veteran in the contact center industry, to...

- Stephanie, it is fantastic to see you. I am glad you finally made time for it. Welcome to the show. And congratulations on all your success with the show and your book and everything. - Sludge is a term that's new to...

- Carrie, we've been trying to do this for a while. How are you? I'm doing well. It's good to see you again as well. Awesome. - Today, Jarrett looks at a purchase that changed your life in a positive way. What is that...