Contact Center Show
By Amas Tenumah & Bob Furniss
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Image by Amas Tenumah & Bob Furniss
Category: Management
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Episodes: 91
Description
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
| Episode | Date |
|---|---|
|
What happens when service is Agentic—Nobody Is Ready
|
May 05, 2026 |
|
AI and the End of Agents?
|
Apr 23, 2026 |
|
How AI Is Transforming Quality Assurance in Contact Centers
|
Apr 17, 2026 |
|
Realities of Omnichannel: Lessons from Industry Veterans
|
Apr 06, 2026 |
|
Mastering Contact Center Supervision: Strategies for Success
|
Mar 30, 2026 |
|
Rethinking Contact Center KPIs
|
Mar 09, 2026 |
|
Forced rankings and performance management
|
Feb 24, 2026 |
|
The YMCA Method: A Novel Way to Coach Employees
|
Feb 09, 2026 |
|
Embracing AI in Quality Assurance: A Double-Edged Sword for Contact Centers
|
Feb 01, 2026 |
|
Is AI a Threat to CRM?
|
Jan 25, 2026 |
|
Stop Chasing Vanity Metrics
|
Jan 18, 2026 |
|
New Year Predictions — What 2025 Got Wrong, What 2026 Gets Right
|
Jan 13, 2026 |
|
HOLD — The Suffering Economy of Customer Service
|
Jan 05, 2026 |
|
Empowering Sales Teams through AI
|
Dec 08, 2025 |
|
Unlocking Value in Contact Centers with Brad Cleveland
|
Nov 21, 2025 |
|
Stacy Sherman: Why 'Satisfied' Is the New 'Fine' And 12 Reasons That's Not Good Enough"
|
Nov 18, 2025 |
|
Live from ICMI Conference - HR as a Contact Center with Bianca
|
Nov 11, 2025 |
|
How Contact Centers Became the Corporate Nervous System (Live from ICMI w Daniel)
|
Nov 06, 2025 |
|
Navigating Complexity in Contact Centers (live show w Luke Jamieson)
|
Nov 02, 2025 |
|
Is Salesforce and CRM in trouble?
|
Oct 12, 2025 |
|
The Impact of Marketing on contact center
|
Oct 06, 2025 |
|
Are Contact Centers Really Profit Centers?
|
Sep 29, 2025 |
|
Stuck Between AI and Customers
|
Sep 22, 2025 |
|
BPO Success vs Failure
|
Jul 09, 2025 |
|
Bob's new book: on to blue
|
Jun 16, 2025 |
|
Why phone service won't go away
|
Jun 04, 2025 |
|
Enabling frontline leaders
|
May 01, 2025 |
|
Agentic AI vs. Human
|
Apr 27, 2025 |
|
Enabling Frontline leadership
|
Apr 16, 2025 |
|
What to do about NPS
|
Mar 31, 2025 |
|
HP adds 15 minute mandatory hold time
|
Mar 16, 2025 |
|
AI will not replace humans in service
|
Mar 09, 2025 |
|
Attributes of a good leader
|
Mar 04, 2025 |
|
Return to work challenges
|
Feb 20, 2025 |
|
Can empathy be taught?
|
Feb 03, 2025 |
|
Government intervention in service?
|
Jan 25, 2025 |
|
Don't be a statistic
|
Jan 13, 2025 |
|
2024 in review
|
Dec 25, 2024 |
|
Humans vs Policy
|
Dec 20, 2024 |
|
Why Hybrid work is so hard to manage
|
Oct 07, 2024 |
|
Is training the problem?
|
Sep 23, 2024 |
|
Attrition and loneliness
|
Sep 18, 2024 |
|
The future of knowledge
|
Sep 04, 2024 |
|
Value of In person events
|
Aug 29, 2024 |
|
Contact center leadership post covid
|
Aug 18, 2024 |
|
Can AI fix the call center agent experience?
|
Aug 07, 2024 |
|
Will AI Kill the contact center?
|
Jul 16, 2024 |
|
The customer Happiness show
|
Jan 15, 2024 |
|
What we learned this season
|
Jun 16, 2023 |
|
How to Prepare for CCaaS
|
Jun 09, 2023 |
|
How to Seperate the Hype from Reality with Generative AI
|
May 29, 2023 |
|
Knowledge is the new oil, but do you know how to drill?
|
May 15, 2023 |
|
The Contact Center CFO
|
Apr 24, 2023 |
|
The Outbound Call Center
|
Apr 17, 2023 |
|
Waiting for Service Interview
|
Apr 11, 2023 |
|
Soft Skills do not work, your contact center needs Tough skills.
|
Mar 14, 2023 |
|
When Social media becomes the primary means of customer service
|
Mar 08, 2023 |
|
Why should you use social for customer service
|
Mar 03, 2023 |
|
When customers never have to hold?
|
Feb 27, 2023 |
|
Will ChatGPT answer 25% of all your inquiries?
|
Feb 17, 2023 |
|
Is the Contact center the most interesting place in Corporate America?
|
Feb 13, 2023 |
|
How to Deal with Escalations
|
Jan 02, 2023 |
|
Your Call is Being Recorded for quality purposes
|
Dec 29, 2022 |
|
Is Training to blame for Customer service failure?
|
Dec 12, 2022 |
|
What is Workforce Management?
|
Nov 28, 2022 |
|
The only metric you should measure in a contact center.
|
Nov 14, 2022 |
|
Who is a contact Center Supervisor?
|
Nov 07, 2022 |
|
Who should own the contact center?
|
Oct 19, 2022 |
|
What is a Contact Center - Part 2
|
Aug 29, 2022 |
|
What is a Contact Center?
|
Aug 23, 2022 |
|
What is a Call Center?
|
Aug 16, 2022 |
|
Leadership Series - Analytics and Reporting
|
Jan 31, 2022 |
|
Leadership Series - Coaching
|
Jan 24, 2022 |
|
Leadership Series - Communication
|
Jan 17, 2022 |
|
Leadership Series - Managing up, down and across
|
Jan 04, 2022 |
|
Bob's Story of Hope and Action
|
Oct 25, 2021 |
|
Leadership Series - Manager vs Leader
|
Sep 05, 2021 |
|
What we learned in Contact Centers this Season - (season Finale)
|
Jun 14, 2021 |
|
In Defense of the Training Department
|
Jun 04, 2021 |
|
Mastering Strategy and Culture w/Master Strategist Glen Stoffel
|
May 17, 2021 |
|
The future of CX is inclusive
|
May 10, 2021 |
|
Does the effortless experience hold up?
|
Apr 26, 2021 |
|
In God We Trust, Everyone Else Bring Data
|
Apr 13, 2021 |
|
The forgotten essential worker - Contact center agents
|
Apr 05, 2021 |
|
The lure of the contact center
|
Mar 30, 2021 |
|
Are Leaders Born or Made?
|
Mar 22, 2021 |
|
The Contact Center Show - How to Wow at scale
|
Mar 08, 2021 |
|
Contact Center Match Making
|
Mar 08, 2021 |
|
Do we need to get rid of chatbots?
|
Mar 01, 2021 |
|
Can you monetize the contact center?
|
Mar 01, 2021 |
|
The Ubiquitous Contact Center
|
Feb 10, 2021 |