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 can see, I'm calling you from my yacht. So the rumors are not true. I don't think anyone who uses the word customer service anywhere in their title has gotten rich from being in customer service. I remember the times I used to work with my budgets and ..read more

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 are contact center adjacent. Whether they be like, people who work in other departments, consumers, what have you. If you're out there again, we want to hear from you. - Amas "Speech analytics is going to become more important in the cont ..read more

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 channels in one interface. It adds some user capabilities for the agent. That makes their life a little bit easier. Is this something that's going to change my life at all? - CCaaS projects thus far has been a little case of over promise unde ..read more

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 knowledge articles. Marketing is an example of how knowledge is going to be second in the contact center. And then the last step is talking to the agent where generative AI actually talks to the customer. -  Generative AI is still on the w ..read more

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 would you think about the problem and and how? How have you advised people to begin to think about solving it?" -Amas   Connect with Mike Stock at https://www.linkedin.com/in/mikestockactual ..read more

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   ..read more

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 negativity." - Bob ..read more

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  ..read more

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. Technology will never replace the humans in contact centers." "Professional Teams practice. If it looks effortless It didn’t come easy, the effortless is earned” "These skills are not soft skills, they are tough skills" Interactions are harder because ..read more

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/amastenumah/ https://www.linkedin.com/in/bobfurniss/  ..read more