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 | Twice monthly | Episodes | 98 | Founded | 6 years ago |
|---|---|---|---|---|---|
| Number of Listeners | Categories | ManagementBusiness | |||
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Latest Episodes
Email was supposed to make customer service cheaper.
It didn’t.
It was supposed to make it more efficient.
It didn’t.
Instead, we built a channel where customers write essays explaining their problems, wait hours or days for a response, answer a ... more
This episode cuts through the gap between what executives are saying about AI and what is actually happening inside contact centers. Companies are reporting major efficiency gains, yet contact volume and contact-center employment haven’t collapsed. A... more
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 exceeded expectations.
In this seas... more
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 strategically implement paid an... more
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Apple Podcasts | #143 |  Colombia/Business/Management |
Apple Podcasts | #191 |  Singapore/Business/Management |
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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?
The show focuses on practical, experience-backed perspectives from frontline leaders in contact centers as they navigate AI, data, and human performance. Across episodes, listeners hear candid discussions about how AI changes agent roles, how to design smarter QA and feedback loops, and how to balance automation with a human touch. Key themes include training and leadership buy-in, omnichannel pragmatism, and innovative approaches to service economics, coaching, and metrics. Noteworthy is the emphasis on realism over hype, with lots of real-world anecdotes from brands and operations leaders, plus actionable frameworks (like YMCA coaching) that listeners can apply to improve customer experience and agent effectiveness in busy contact centers... more
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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?
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Which podcasts are similar to Contact Center Show?
These podcasts share a similar audience with Contact Center Show:
1. The Daily
2. Stuff You Should Know
3. All-In with Chamath, Jason, Sacks & Friedberg
4. HBR IdeaCast
How many episodes of Contact Center Show are there?
Contact Center Show launched 6 years ago and published 98 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?
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Where can I see ratings and reviews 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.