Contact Center Show

Summary In this conversation, Amas Tenumah and Bob Furniss discuss the evolving landscape of contact centers, particularly focusing on Microsoft's recent rebranding efforts that redefine the term 'agent' to refer to bots rather than human representatives. They explore the implications of this shift, the role of technology in customer service, and the importance of maintaining a human connection in an increasingly automated environment. The discussion emphasizes the need for leaders in the industry to advocate for human agents while navigating the challenges posed by AI and digital transformation. Takeaways Microsoft's rebranding reflects a significant shift in the contact center industry. The term 'agent' is now being associated with bots rather than human representatives. Technology is becoming the focal point in contact centers, often at the expense of human agents. There is a need for industry professionals to push back against the over-reliance on technology. AI should be used to support human agents, not replace them. The future of customer service must include a balance between technology and human interaction. Leaders should advocate for the value of human agents in the face of automation. Customer loyalty is built on human connections, not technology. The conversation around AI in contact centers is evolving rapidly. It's essential to maintain clarity in terminology to avoid confusion between human and digital agents. Titles The Future of Contact Centers: Humans vs. Bots Navigating the AI Revolution in Customer Service Chapters 00:00 Introduction and Sports Banter 02:01 Microsoft's Rebranding and the Future of Contact Centers 06:05 The Role of Technology in Contact Centers 12:03 Navigating Change in Contact Center Operations 17:57 Conclusion and Call to Action 18:59 contact center show vertical outtro.mp4   Links:https://www.cxtoday.com/contact-center/microsoft-rebrands-its-contact-center-workspace-stops-using-the-term-agent-for-live-reps/ https://www.cxtoday.com/contact-center/microsoft-releases-three-ai-agents-for-a-more-autonomous-contact-center/

In this conversation, Amas Tenumah and Bob Furniss discuss the critical issues surrounding employee engagement and retention, particularly in contact centers. They explore the impact of leadership on employee satisfaction, the importance of proper training for supervisors, and the need for organizations to create a supportive work environment. The discussion emphasizes the necessity of understanding why employees stay or leave, and how effective leadership can foster a positive workplace culture. The conversation concludes with a call to action for organizations to prioritize leadership development and employee engagement strategies. Takeaways Employee engagement has regressed to pre-COVID levels. Understanding why employees leave is crucial for retention. Strong relationships with leaders can influence employee retention. Promoting the best employee to a leadership role can backfire. Leadership training is often lacking in organizations. A supportive work environment is essential for employee satisfaction. Employees need to feel a sense of purpose in their work. Effective communication between managers and employees is vital. Organizations must be realistic about job expectations. Investing time in leadership development is necessary for success. TitlesReviving Employee Engagement Post-COVID Sound Bites "Why are people leaving?" "People don't leave jobs, they leave employers." "Let us know if you want more of this." Chapters 00:00The State of Employee Engagement 02:59Understanding Employee Retention 06:11The Role of Leadership in Retention 08:45Training and Development for Leaders 12:06Creating a Supportive Work Environment 15:02The Importance of Purpose in Work 17:59Final Thoughts and Call to Action   https://news.gallup.com/poll/1720/work-work-place.aspx

In this conversation, Amas Tenumah and Bob Furniss discuss the evolving landscape of customer satisfaction metrics, particularly focusing on the Net Promoter Score (NPS). They explore the origins of NPS, its initial impact on customer sentiment, and the criticisms it has faced over the years. The discussion highlights the importance of understanding customer feedback and the ethical implications of incentivizing customer responses. Ultimately, they question the relevance of NPS in today's business environment and suggest a more nuanced approach to measuring customer satisfaction.   Takeaways It's a people business. NPS became kind of a synonym for customer satisfaction. NPS has now been bastardized. We have data now that NPS does not correlate to recommendations. If I did what you wanted, please give me a good score. We've put that person into a place where they are just trying to meet the expectation. If it's going to be about the damn metric, fix the system. NPS is past its time. We need to wow our customers. We need to keep customer sentiment really, really matters. Chapters 00:00 The Ever-Changing Landscape of Business 02:27 The Evolution and Impact of NPS 11:27 Critique of NPS: Is It Still Relevant? 18:18 The Ethics of Customer Feedback and Incentives   Resources: https://itamargilad.com/net-promoter-score-part1/ https://www.netpromotersystem.com/insights/refocusing-nps-for-earned-growth-podcast/ 

Summary In this engaging conversation, Amas Tenumah and Bob Furniss discuss the challenges and implications of automation in customer service, particularly focusing on HP's controversial decision to implement a 15-minute wait time for customers to encourage self-service. They explore customer preferences, the impact of wait times on experience, and the importance of effective customer service strategies in business. The discussion highlights the balance between cost efficiency and customer satisfaction, culminating in a call for companies to value customer feedback and service quality. Takeaways Automation in customer service often leads to frustration. HP's 15-minute wait policy aimed to push digital self-service. Customer preferences should be prioritized in service design. Long wait times can significantly impact customer experience. Companies must listen to customer feedback to improve services. Self-service options should be user-friendly and accessible. The cost of human interaction in customer service is high. Effective communication is key to customer satisfaction. Businesses should focus on long-term customer relationships. Customer service should be valued as a critical business function. Chapters 00:00 Introduction and Light Banter 00:57 The Automation Dilemma in Customer Service 02:55 HP's Controversial 15-Minute Wait Policy 06:07 Customer Preferences and Self-Service Solutions 09:02 The Impact of Wait Times on Customer Experience 12:02 HP's Policy Rescinded and Customer Feedback 15:06 The Importance of Customer Service in Business 17:58 Conclusion and Call to Action

Summary In this conversation, Amas Tenumah and Bob Furniss discuss the evolving landscape of customer service, particularly the role of AI and human agents. They reflect on the impact of AI technologies on contact centers, emphasizing that while AI can enhance efficiency, the human element remains crucial. They reference Klana's recent shift back to valuing human interaction, highlighting consumer preferences for speaking with live agents. The discussion underscores the importance of using AI to support rather than replace human agents, ultimately advocating for a balanced approach to customer service that prioritizes both technology and human connection. Takeaways AI is capable of handling a significant volume of customer interactions. The belief that AI will completely replace human agents is exaggerated. Human agents are becoming more valuable in the age of AI. AI should be used to enhance the capabilities of human agents. Consumer preference still leans heavily towards human interaction for customer service. Companies that ignore the human element risk losing customer satisfaction. The integration of AI in customer service should focus on efficiency and support for agents. Automation can lead to increased customer interactions, not a decrease. The return of human agents in companies like Klana highlights the importance of personal touch. Understanding customer needs is essential for effective service delivery.   

Summary In this conversation, Amas Tenumah and Bob Furniss explore the critical themes of leadership, empathy, and the evolving dynamics in contact centers, especially in the context of AI integration. They discuss the importance of creating a safe and trusting environment for employees, the need for compassion in leadership, and the distinction between finding meaning from work versus meaning at work. The conversation emphasizes that as technology advances, the human element in leadership becomes even more vital. Takeaways Empathy can be learned but is often defined differently by individuals. Leaders must create a safe space for employees to express themselves. Hope, trust, compassion, and stability are essential for effective leadership. The relationship between agents and managers is changing with AI integration. Employees need to feel safe to express unpopular opinions without fear of repercussions. The shift towards a people-based business model is crucial in contact centers. Meaning at work is derived from relationships, not just salary. Compassion in leadership helps employees feel valued and supported. AI should enhance human interactions, not replace them. Leaders should regularly assess if they are providing hope and trust to their teams.  

Summary In this conversation, Amas Tenumah and Bob Furniss discuss the ongoing shift back to office work post-COVID, the challenges of hybrid work models, and the importance of thoughtful leadership in contact centers. They explore the reasons behind companies' push for employees to return to the office, the impact of remote work on productivity, and the need for effective communication and community building in the workplace.     Takeaways There is a significant push for employees to return to the office post-COVID. Many companies are struggling with the logistics of bringing employees back. The culture argument for returning to the office is often unfounded. Remote work has shown to be as productive, if not more so, than in-person work. Contact centers have been slower to adopt remote work models compared to other industries. Leaders need to be intentional about fostering community in the workplace. Hybrid work models are challenging to implement effectively. Companies should leverage the opportunity to build stronger teams when employees are in the office. Effective communication tools are essential for maintaining productivity in contact centers. Workforce management is crucial for understanding employee needs and optimizing operations.  

  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

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

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

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  

    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

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

  **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. 10. **Live Podcast Announcement:**     - Bob and Amas will be at the ICMI show in Orlando from October 21-25.     - Listeners are invited to join, engage, and share their thoughts during live recordings. ---  

**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.