Contact Center Show – Details, episodes & analysis

Podcast details

Technical and general information from the podcast's RSS feed.

Contact Center Show

Amas Tenumah & Bob Furniss

Business

Technology

Frequency: 1 episode/23d. Total Eps: 96

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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Apple

Recent rankings

Latest chart positions across Apple Podcasts and Spotify rankings.

Apple Podcasts

🇺🇸 USA - management
11/08/2026
#94
🇺🇸 USA - management
10/08/2026
#67
🇺🇸 USA - management
09/08/2026
#54
🇺🇸 USA - management
08/08/2026
#50

Shared links between episodes and podcasts

Links found in episode descriptions and other podcasts that share them.

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http://linkedin.com/in/amastenumah/
26 shares
https://www.linkedin.com/in/bobfurniss/
22 shares
https://www.linkedin.com/in/mikestockactual/
2 shares

RSS feed quality and score

Technical evaluation of the podcast's RSS feed quality and structure.

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RSS feed quality

To improve

Score global : 43%

Publication history

Monthly episode publishing history over the past years.

Year

Latest published episodes

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Bob's new book: on to blue

Monday, June 16, 2025 • Duration 35:08

Summary

In this heartfelt conversation, Bob Furniss shares the story of his daughter Keisha, who bravely battled breast cancer and inspired many through her positivity and strength. Bob discusses the impact of her life, the challenges of writing a book about her journey, and the mission of the nonprofit established in her honor to raise awareness about breast health. The conversation emphasizes the importance of early detection and encourages listeners to take action in their own lives.

Takeaways

Keisha was a light in the world, known for her positivity.
Bob wrote the book to honor Keisha's legacy and help others.
The nonprofit aims to raise awareness about breast health.
Early detection of breast cancer is crucial for survival.
Keisha's story is a reminder to cherish loved ones.
Bob encourages open conversations about health in families.
The book captures the essence of Keisha's spirit.
Bob's journey of writing was both challenging and healing.
The nonprofit provides resources for young women regarding breast health.
Keisha's impact continues through the stories shared by others.

Chapters

00:00 Introduction and Weekend Highlights
02:54 The Story of Keisha: A Daughter's Legacy
05:58 Keisha's Impact and Personality
08:56 The Journey of Writing the Book
11:48 The Nonprofit Mission and Its Connection to Keisha
15:09 Encouraging Action: Breast Health Awareness
17:52 Reflections on Loss and Legacy
21:11 Final Thoughts and Call to Action

📚 Get the book: On to Blue (available on Amazon in all formats)

🌐 Support the cause: www.warriorprincess.org

If you’re a parent, friend, or leader—especially in a contact center full of women aged 25–45—listen to this conversation. Then talk to the women in your life.

👉 And ask her.

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Why phone service won't go away

Wednesday, June 4, 2025 • Duration 15:38

Summary

In this conversation, Amas Tenumah and Bob Furniss discuss various aspects of customer service, focusing on trends, the importance of human interaction, and the role of AI. They reflect on personal experiences with customer service, emphasizing the need for effective communication and the challenges faced by contact centers. The discussion highlights customer preferences, skepticism towards AI, and the potential for technology to enhance human agents rather than replace them.

Takeaways

Customer service impacts loyalty, trust, and brand reputation.
Ineffective customer service can quickly damage a brand's reputation.
Customers still prefer human interaction, especially older demographics.
AI is not yet fully capable of replacing human agents in customer service.
Many customers are skeptical about the use of AI in service.
The majority of customers still want to talk to a human.
Self-service options can be frustrating for customers who prefer direct contact.
AI can be used to support agents rather than replace them.
Effective communication is crucial in addressing customer needs.
Understanding customer preferences is key to improving service.

Chapters

00:00 Weekend Reflections and Brisket Adventures
01:11 Customer Service Trends: Insights from the Article
03:49 The Importance of Human Interaction in Customer Service
07:37 AI in Customer Service: Current Limitations and Future Potential
10:59 Customer Preferences: The Skepticism Towards AI
11:52 Effective Use of AI: Enhancing Human Agents
14:12 Navigating the Future of Customer Service

https://www.cmswire.com/contact-center/customer-service-trends-show-what-customers-really-want-its-not-just-ai/

Can empathy be taught?

Monday, February 3, 2025 • Duration 19:50

Summary

In this conversation, Amas Tenumah and Bob Furniss discuss the essential skills for success in customer service roles, emphasizing the importance of empathy, authenticity, and a positive attitude. They explore how these skills can be taught or innate, and the impact of genuine interactions on customer experiences. The discussion highlights the need for contact center leaders to trust their employees to be themselves and to foster authentic relationships with customers.

Takeaways

Empathy is the most crucial skill in customer service.
You cannot teach empathy; it must be inherent.
Authenticity in interactions leads to better customer experiences.
Positive attitudes can sometimes feel insincere.
Trusting employees to be themselves enhances service quality.
Customer service training should focus on genuine interactions.
Scripts can hinder authentic communication with customers.
Empathy should be felt, not just expressed in words.
Leaders should encourage authenticity in their teams.
Building relationships with customers is key to effective service.

Chapters

00:00 Introduction to Customer Service Skills
01:17 The Importance of Empathy in Customer Service
05:50 Understanding Authenticity in Customer Interactions
12:44 The Role of Positive Attitude in Service
17:45 Building Trust and Authentic Relationships

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Government intervention in service?

Saturday, January 25, 2025 • Duration 14:33

Takeaways

Customer service experiences can be frustrating and time-consuming.
Government intervention may be necessary to improve customer service standards.
Companies often fail to address their own customer service issues.
The experience of customers with disabilities is often overlooked.
Regulations in Europe provide clearer guidelines for customer service.
Technology alone will not solve customer service problems.
Organizations need to actively seek feedback to improve service.
Customer service representatives often have limited solutions to offer.
Internal reforms are essential for enhancing customer experience.
The government may step in if companies do not take action.

Chapters

00:00 The State of Customer Service Today
08:52 Government Intervention in Customer Service
13:01 The Future of Customer Experience

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Don't be a statistic

Monday, January 13, 2025 • Duration 20:31

Summary

In this engaging conversation, Amas Tenumah and Bob Furniss discuss the challenges of employee engagement and satisfaction in the workplace, particularly in the context of returning from time off. They explore the importance of recognition, meaningful work, and the impact of relationships on employee well-being. The discussion also touches on insights from other industries and the need for a more personalized approach to understanding employee needs.

Takeaways

Taking time off often leads to a desire to stop working altogether.
Employee satisfaction is declining, particularly in service industries.
Meaningful work drives engagement more than financial compensation.
Recognition is a key motivator for employees.
Understanding the grind of work is essential for improving engagement.
Relationships in the workplace are crucial for employee success.
Cultural insights from other industries can inform better practices.
Time off does not necessarily recharge employees for more work.
A personalized approach is needed to understand employee needs.
Attention to employee well-being can prevent disengagement.

Chapters

00:00 New Year Greetings and Reflections
01:37 Employee Satisfaction and Engagement Post-COVID
05:21 The Importance of Meaningful Work
10:54 Recognition and Relationships in the Workplace
15:59 Learning from Other Industries

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2024 in review

Wednesday, December 25, 2024 • Duration 20:40

Summary

In this conversation, Amas Tenumah and Bob Furniss reflect on the year 2024 in customer service, discussing persistent challenges in contact centers, the evolution of work-from-home practices, and changing customer expectations regarding returns. They also share personal anecdotes about memorable holiday gifts and emphasize the importance of gratitude and understanding during the holiday season.

Takeaways

AI is still not as user-friendly as expected.
Contact centers face ongoing challenges similar to those from years ago.
The importance of people in customer service remains paramount.
Work from home practices have significantly retreated post-pandemic.
Customer expectations for frictionless returns have increased.
Companies need to adapt their customer service strategies accordingly.
Personal experiences shape our views on customer service.
Gratitude and patience are essential during the holiday season.
Not everyone celebrates Christmas, and inclusivity matters.
Memorable gifts often come with personal stories and reflections.

Chapters

00:00 Reflecting on Customer Service Trends of 2024
04:52 The Evolution of Work From Home in Contact Centers
10:13 Customer Expectations and Return Policies
14:56 Memorable Holiday Gifts and Personal Reflections
20:00 Gratitude and Acknowledgment During the Holidays

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Humans vs Policy

Friday, December 20, 2024 • Duration 17:25

Summary

In this conversation, Amas Tenumah and Bob Furniss discuss various themes surrounding customer experience, particularly in the context of recent tragic events and the impact of societal anger on service interactions. They explore the quality of food at conferences, the implications of a recent murder related to healthcare dissatisfaction, and the need for empathy and flexibility in customer service policies. The discussion emphasizes the importance of human interaction in service environments and the challenges posed by rigid policies that often ignore individual circumstances.

Chapters

00:00 Conference Experiences and Food Quality
02:05 Tragic Events in Healthcare Leadership
06:48 Customer Service Challenges and Societal Anger
09:17 Policies vs. Empathy in Customer Service
16:36 The Human Element in Customer Interactions
17:15 contact center show vertical outtro.mp4

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Why Hybrid work is so hard to manage

Monday, October 7, 2024 • Duration 16:22

Summary

In this episode, Amas and Bob discuss the complexities of hybrid work, particularly in the context of contact centers. They explore the evolution of remote work, the challenges of engaging employees in a hybrid environment, and the strategies leaders can implement to ensure success. The conversation highlights the importance of digital communication, effective training, and the need for organizations to adapt to the changing expectations of the workforce, especially among younger generations.

Takeaways

Hybrid work presents unique challenges for leaders.
Effective communication is crucial in a hybrid environment.
Training and coaching must adapt to hybrid models.
Employee engagement strategies need to be rethought for hybrid teams.
Digital-first approaches can enhance remote work experiences.
Management by walking around is still important, even remotely.
Organizations must be ready to support hybrid work effectively.
The future of work is influenced by generational expectations.
Contact centers are lagging behind in remote work adoption.
Success in hybrid work requires careful planning and execution.

Chapters

00:00 Introduction to Hybrid Work Challenges
02:56 The Evolution of Remote Work
05:56 Navigating Hybrid Engagement
12:03 Key Strategies for Hybrid Success
16:05 Future of Work and Generational Expectations

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Is training the problem?

Monday, September 23, 2024 • Duration 16:37

**Key Highlights:**

1. **Introduction:**
- Bob enjoys the banter with Amas about customer service challenges.

2. **Sister's Experience:**
- Amas shares a story from his sister about difficulties in returning items, highlighting widespread customer service frustrations.
- Discussion shifts to training as a core issue in service quality.

3. **The Training Debate:**
- Bob emphasizes that training isn't just a simple problem; it encompasses various methods (classroom, online, interactive).
- The importance of hiring effective trainers with strong facilitation skills is noted.

4. **Expectations vs. Reality:**
- Unrealistic expectations on agents’ knowledge vs. what’s feasible in training are discussed.
- Example from Bob’s experience with product training illustrates gaps in knowledge expectations.

5. **Realistic Training Goals:**
- Focus should shift from rote memorization to understanding concepts and finding information.
- The need for open-book assessments and emphasis on problem-solving skills.

6. **Importance of Context:**
- Understanding the “why” behind questions is crucial for effective customer interaction.
- Agents should connect with customers rather than just provide scripted answers.

7. **AI’s Role:**
- AI can aid in information retrieval but cannot replace the need for agents to engage with customers on a deeper level.

8. **Living Training:**
- The best training comes from real-life experiences, not just theoretical knowledge.
- Importance of “nesting” (support after training) for new agents to apply what they’ve learned.

9. **Closing Thoughts:**
- Bob quotes Ben Franklin: “Tell me and I forget. Teach me and I remember. Involve me and I learn.”
- Both hosts encourage listeners to consider how to improve training practices.

Attrition and loneliness

Wednesday, September 18, 2024 • Duration 17:12

**Podcast Summary: Tackling Contact Center Attrition**

In this episode, Amas and Bob dive into the persistent challenge of attrition in contact centers. They reminisce about Amas's experience running a center in the mid-2000s, where the attrition rate hovered around 7-9%. Surprisingly, even after 15 years, the current rate remains about the same. They explore whether this issue is truly fixable and discuss the implications of attrition rates comparable to those in retail environments.

Bob emphasizes the importance of analyzing data beyond just averages to identify specific areas of concern. He points out that while some centers perform well, many still struggle with high turnover. They agree that rather than relying on superficial employee engagement tactics like pizza parties, contact centers should focus on improving the job itself and fostering trust between employees and supervisors.

Amas shares a personal anecdote about an employee who preferred working at McDonald's due to lower stress levels, prompting a conversation about the real factors affecting job satisfaction. The duo highlights the need for contact center leaders to rethink their approach to employee experience, advocating for genuine relationships and understanding the needs of their teams.

Bob suggests actionable steps for supervisors to build trust, including knowing employees' names, recognizing their strengths and areas for improvement, and understanding their personal passions. They conclude by stressing that relationships are key to employee retention and satisfaction.

Tune in to hear insights on creating a positive work environment in contact centers, and learn how to shift the focus from temporary perks to meaningful change.

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Contact Center Show – Details, episodes & analysis

Podcast details

Recent rankings

Apple Podcasts

Shared links between episodes and podcasts

RSS feed quality and score

Publication history

Latest published episodes

Related Shows Based on Content Similarities

Related Shows Based on Content Similarities

Apple Podcasts

Spotify

Contact Center Show – Details, episodes & analysis

Podcast details

Recent rankings

Apple Podcasts

Shared links between episodes and podcasts

LinkedIn7

RSS feed quality and score

Publication history

Latest published episodes

Similar podcasts and content

Related Shows Based on Content Similarities

Related Shows Based on Content Similarities

LinkedIn7

Other14

Amazon2

Apple Podcasts

Spotify