Contact Center Show
Amas Tenumah & Bob FurnissThis 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
| Publishes | Weekly | Episodes | 91 | Founded | 5 years ago |
|---|---|---|---|---|---|
| Number of Listeners | Categories | ManagementBusiness | |||
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Latest Episodes
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 A shoe company gains $127M in value by saying “AI,” while contact center leaders are told their entire model is obsolete.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 Automation” reframes everything: not... more
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
Implications for contact cen... more
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, emphasizing practical steps for leader... more
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, and how to focus on the most imp... more
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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 tips for setting goals, man... more
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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 practical insights for improving con... more
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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 explore alternative approache... more
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 coaching conversations, highlight... more
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Frequently Asked Questions About Contact Center Show
What is Contact Center Show about and what kind of topics does it cover?
This show focuses on practical, practitioner-level insights for running and improving contact centers, with a strong emphasis on how AI, data, and omnichannel strategies intersect with customer experience, coaching, and leadership. Across episodes, the conversation blends hands-on guidance on supervision, metrics, QA, and knowledge-management with real-world case examples from brands and industry veterans. A notable strength is the candid, no-hype tone and the balance between embracing automation and preserving the human touch, making it valuable for operators, managers, and leaders aiming to modernize contact centers without losing customer empathy.
Where can I find podcast stats for Contact Center Show?
Rephonic provides a wide range of podcast stats for Contact Center Show. We scanned the web and collated all of the information that we could find in our comprehensive podcast database. See how many people listen to Contact Center Show and access YouTube viewership numbers, download stats, audience demographics, chart rankings, ratings, reviews and more.
How many listeners does Contact Center Show get?
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What are the audience demographics for Contact Center Show?
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How many subscribers and views does Contact Center Show have?
To see how many followers or subscribers Contact Center Show has on Spotify and other platforms such as Castbox and Podcast Addict, simply upgrade your account. You'll also find viewership figures for their YouTube channel if they have one.
Which podcasts are similar to Contact Center Show?
These podcasts share a similar audience with Contact Center Show:
1. The Daily
2. Up First from NPR
3. SmartLess
4. This Past Weekend w/ Theo Von
How many episodes of Contact Center Show are there?
Contact Center Show launched 5 years ago and published 91 episodes to date. You can find more information about this podcast including rankings, audience demographics and engagement in our podcast database.
How do I contact Contact Center Show?
Our systems regularly scour the web to find email addresses and social media links for this podcast. We scanned the web and collated all of the contact information that we could find in our podcast database. But in the unlikely event that you can't find what you're looking for, our concierge service lets you request our research team to source better contacts for you.
Where can I see ratings and reviews for Contact Center Show?
Rephonic pulls ratings and reviews for Contact Center Show from multiple sources, including Spotify, Apple Podcasts, Castbox, and Podcast Addict.
View all the reviews in one place instead of visiting each platform individually and use this information to decide if a show is worth pitching or not.
How do I access podcast episode transcripts for Contact Center Show?
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What guests have appeared on Contact Center Show?
Recent guests on Contact Center Show include:
1. Amas Tenumah
2. Brad Cleveland
3. Stacey Sherman
4. Bianca Pryson
5. Daniel Thomas
6. Luke Jamieson
To view more recent guests and their details, simply upgrade your Rephonic account. You'll also get access to a typical guest profile to help you decide if the show is worth pitching.