business
Hosted by Amas Tenumah & Bob Furniss · business · EN
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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Booking probability
23%
Guest openness
Selective
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Signup to Generate a PitchThis 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
Contact Center Show is hosted by Amas Tenumah & Bob Furniss. The show has published 91 episodes to date.
Recent episodes include "What if your employees aren't the problem?" (26 October 2026, 21 minutes), "The importance of personalized and agent-specific surveys" (20 October 2026, 32 minutes), and "Bots vs Humans vs Bots" (6 October 2026, 23 minutes).
Contact Center Show publishes roughly every two weeks, with episodes averaging 21 minutes across 91 episodes.
Booking probability for Contact Center Show is 23%, and the host is rated Selective on guests. Contact Center Show requires a Pod Score of 80 or higher. Contact Center Show's contact route on record: verified email.
The strongest fits for Contact Center Show are Call Centers & Business Support. Contact Center Show has a business audience.
Amas Tenumah & Bob Furniss hosts Contact Center Show, a business podcast with 91 episodes published.
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Contact Center Show
In 1982, General Motors shut down its Fremont assembly plant, notorious for poor quality, absenteeism, and dysfunction. When Toyota helped reopen the plant under new management, it rehired much of the same workforce...
Contact Center Show
Most contact center agents hate customer surveys. And for good reason. A customer is furious about a company policy, a delayed shipment, or a broken process. The agent does everything right. The customer leaves a...
Contact Center Show
summary In this episode, Amas Tenumah and Bob Furniss explore the rapidly evolving world of AI, chatbots, and their implications for contact centers. They discuss real-world experiments with AI agents, the future of...
Contact Center Show
Email was supposed to make customer service cheaper. It didn’t. It was supposed to make it more efficient. It didn’t. Instead, we built a channel where customers write essays explaining their problems, wait hours or...
Contact Center Show
This episode cuts through the gap between what executives are saying about AI and what is actually happening inside contact centers. Companies are reporting major efficiency gains, yet contact volume and contact-center...
Contact Center Show
AI was supposed to replace contact center workers. Instead, there are more people working in contact centers today than there were at the beginning of the year. That does not mean AI failed. In many areas, it has...
Contact Center Show
In this episode, Amas Tenumah and Bob Furniss explore the evolving landscape of customer service, tiered service models, and the role of technology in delivering personalized experiences. They discuss how companies can...
Contact Center Show
Customer surveys were once the backbone of quality programs. Today, response rates are collapsing, customers are ignoring them, and contact centers are left wondering how to measure performance without reliable...
Contact Center Show
The more important question might be: why are we still struggling with the same training problems we've had for twenty years? In this episode, we tackle a challenge facing nearly every contact center: new hire training...
Contact Center Show
Bob just returned from Italy with a story that should make every customer service leader pay attention. At train stations in Venice and Florence, there were no employees to help. Just kiosks. If you wanted a ticket, you...
Contact Center Show
AI hype is colliding with operational reality. A shoe company gains $127M in value by saying “AI,” while contact center leaders are told their entire model is obsolete. The shift from CCaaS to “Customer Experience...
Contact Center Show
Exploring the future of AI in customer service, the role of agents, and how technology is transforming contact centers. AI in customer service The role of human agents vs. bots Generative AI and workflow orchestration...
Contact Center Show
This episode explores the transformative impact of AI on quality assurance (QA) in contact centers. Hosts Amas Tenumah and Bob Furniss discuss how AI is revolutionizing call monitoring, evaluation, and coaching...
Contact Center Show
Exploring the evolution and challenges of Omnichannel strategies in customer service, from early concepts to current practices. Insights from industry veterans Bob Furniss and Amas Tenumah on what works, what doesn't...
Contact Center Show
key topics summary In this episode, Bob Furniss and Amas Tenumah explore the roles and goals of supervisors in contact centers, emphasizing coaching, relationship-building, and strategic management. They share practical...
Contact Center Show
summary This episode features a deep dive into contact center KPIs, exploring their flaws and how to measure customer experience effectively. Hosts Amas Tenumah and Bob Furness challenge industry norms and share...
Contact Center Show
Summary In this conversation, Amas Tenumah and Bob Furniss discuss the complexities of performance management, particularly focusing on forced distribution and its implications on employee evaluation and coaching. They...
Contact Center Show
In this conversation, Amas Tenumah and Bob Furniss discuss the intricacies of performance reviews, emphasizing the importance of coaching and effective feedback. They introduce the YMCA methodology as a framework for...
Contact Center Show
Summary In this conversation, Amas Tenumah and Bob Furniss discuss the implications of AI in quality assurance within contact centers. They explore the benefits of AI, such as increased coverage and trend spotting...
Contact Center Show
Summary In this episode, Amas Tenumah and Bob Furniss delve into the current state of Software as a Service (SaaS) and its intersection with artificial intelligence (AI), particularly in the context of contact centers...
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PitchCentric classifies Contact Center Show under these industries. Guests from them are the closest fit, and each links to the best podcasts in that industry.
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