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Hosted by Amas Tenumah & Bob Furniss · 🇺🇸 US · EN · 91 episodes
Established thought leaders with verified media credentials.
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
Amas Tenumah & Bob Furniss hosts Contact Center Show, a business show with 91 episodes published.
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 exceede
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 s
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 feedback.
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 t
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
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 A shoe company gains $127M in value by saying “AI,” while contact center leaders are told their entire model is obsolete.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 Automa
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 Im
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, emphasiz
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, an
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
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 practica
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 e
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 coa
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, while
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. T
Most customer experience goals are meaningless. In this episode, Bob Furniss and Amas Tenumah dismantle the way contact centers set annual CX metrics and explain why leaders keep optimizing numbers that customers neither
2025 predictions — graded AI-powered knowledge Bob's 2025 prediction: AI would dramatically improve knowledge in contact centers. Result: Early but mostly wrong. The technology moved, but the data did not. Knowledge base
Amas Tenumah explains why customer service is not "broken" but intentionally designed to fail. Drawing on decades inside contact centers, historical research, and real corporate incentives, he argues that long waits, def
Summary The conversation explores the integration of AI in sales, focusing on how it enhances customer engagement and improves sales efficiency. Bob Furniss discusses the importance of using data to empower salespeople r
Summary In this conversation, Amas Tenumah, Bob Furniss and Brad Cleveland discusses the three levels of value that contact centers create: efficiency, customer satisfaction and loyalty, and strategic insights provided b
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Contact Center Show is hosted by Amas Tenumah & Bob Furniss. The show is categorised under business (management) and has published 91 episodes.
Contact Center Show has published 91 episodes.
Contact Center Show regularly covers business, management. It sits in the business category, with a management focus.
Contact Center Show is accessible for guests with genuine business expertise. A personalised, episode-aware pitch will still outperform a generic one every time.
Contact Center Show hasn't explicitly signalled guest openness in recent episodes. That doesn't rule out pitching. your hook just needs to be especially compelling and relevant to their recent content.
Episodes of Contact Center Show average 21 minutes. a focused format where a clear narrative arc and tight preparation matter most.
Our data rates Contact Center Show's guest bar at 80/100 (Premium tier). Established thought leaders with verified media credentials. Sign in to PitchCentric to see how your own Pod Score compares against this show.
Methodology. Booking Probability™ blends Listen Score, 30-day Virality, open-to-guests detection, and Apple ratings. Data refreshed every 60 minutes. Listen Score and Booking Probability are calculated by PitchCentric. Last enriched 4 days ago.