Contact Center Show

Hosted by Amas Tenumah & Bob Furniss

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Jun 2026

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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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60 recent

June 11, 202618 min

AI Is Replacing Tasks. The Real Question Is What Happens to Relationships?

Bob just returned from Italy with a story that should make every customer service leader pay attention.At train stations in Venice and Florence, there were no employees to help. Just kiosks. If you wanted a ticket, you figured it out yourself. If you had a question, there was nobody to ask. It wasn't a glimpse of the future. It was the present.That experience led us into a bigger discussion about AI, automation, and what customer service becomes when human interaction disappears.We unpacked a recent Anthropic report showing that customer service roles have some of the highest exposure to AI-driven task automation. But exposure to tasks is not the same as elimination of jobs.The deeper question is this:Is customer service simply a collection of transactions, or is it fundamentally about relationships?We discussed real-world results from an enterprise deployment of agentic AI where:Escalation rates were 4x higher when customers interacted with AI versus humans.Customers were significantly more likely to demand supervisors from bots.Contact volume increased by 50% in less than six months.Companies discovered that delivering bad news remains far more effective when done by a human.History suggests that new channels rarely reduce demand. Email didn't reduce contacts. ATMs didn't eliminate bank tellers. They changed the nature of the work.AI may do the same.At the same time, organizations are racing toward automation while learning that token costs, increased interactions, and customer behavior may complicate the promised economics.The technology is arriving at bullet-train speed.The question is no longer whether AI is coming.The question is:Who are you in an AI-first world?Will your company become a vending machine that happens to sell products?Or will you intentionally preserve the human elements that create trust, loyalty, and relationships?Because customer relationship management was never supposed to become customer technology management.Topics discussed:Anthropic's AI exposure findingsWhy task automation doesn't automatically eliminate jobsThe difference between transactional and relational serviceReal-world lessons from agentic AI deploymentsRising escalation rates with AI interactionsThe hidden cost of token consumptionWhy customers treat bots differently than humansThe future role of human agentsHow leaders should rethink customer service strategy in an AI-first era

May 5, 202620 min

What happens when service is Agentic—Nobody Is Ready

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 just support, but marketing, sales, and service collapsing into one AI-driven layer.The problem: the foundation is broken. Knowledge is fragmented. Customer data is duplicated. Organizations are misaligned.This episode dissects the gap between what the industry is promising and what companies can actually execute—and why customer service leaders are about to become the last line of defense when it fails.Key Quotes“Customer experience automation just means AI is now the one doing the talking.”“Your human agents can’t find the right answers today—but now the AI is supposed to?”“This isn’t a technology problem. It’s an organizational problem.”“If this fails, customer service cleans it up. Again.”“The train is moving. You either help steer it or get run over by it.”Practical TakeawaysStop debating AI capability. Start fixing knowledge.Treat data quality as a blocking issue, not a backlog item.Force alignment between marketing, sales, and service before automation.Assume AI will act autonomously—and design safeguards accordingly.Position customer service as the control layer, not the endpoint.

April 23, 202628 min

AI and the End of Agents?

Exploring the future of AI in customer service, the role of agents, and how technology is transforming contact centers.AI in customer serviceThe role of human agents vs. botsGenerative AI and workflow orchestrationImplications for contact center staffingFuture trends in AI and automation00:00 Introduction and Guest Credibility01:04 The Reality of AI Agents Today01:43 AI as a Smart Assistant in Customer Calls02:35 Agent Interaction and Human Oversight03:34 Issuing Credits and Automation in Calls04:56 Differences from Past AI Systems05:24 Generative AI and Workflow Orchestration06:38 Automating Routine Tasks with API Calls07:21 Focusing on Customer Conversations08:30 The Future Role of Human Agents09:18 The Next Generation of AI in Customer Support09:58 Scaling AI and Multiple Conversations10:57 Supervising Bots and AI Agents11:51 AI in Escalations and Approvals12:30 The Impact on Contact Center Staffing13:25 New Entrants and Innovation in AI14:30 Channels and Self-Service in the Future15:22 Transitioning from Live Agents to Digital Support15:53 Industry Trends and CFO Expectations16:14 Implications for Workforce and Business Models17:08 The Economics of AI and Customer Support18:28 Preparing for the AI-Driven Contact Center19:35 Historical Context and Future Predictions20:15 Limitations and Realities of AI Adoption21:09 Customer Behavior and AI Impact22:04 Self-Service and Customer Expectations22:50 The Extent of AI Automation23:17 The Role of Technology in Customer Support24:43 Amazon’s Approach to Automation25:36 Limitations of Current AI Models26:36 Decision-Making Boundaries for AI27:04 The Human Element in AI-Driven Support28:15 Closing Remarks and Future Outlook

April 17, 202620 min

How AI Is Transforming Quality Assurance in Contact Centers

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 leaders to leverage this technology effectively.00:00 Introduction to QA in Contact Centers00:51 The Impact of AI on Quality Assurance03:50 Revolutionizing QA Processes09:09 Shifting Perspectives on QA Monitoring12:39 Leveraging AI for Enhanced Coaching17:40 The Future of QA in an AI-Driven World"You can listen to 100% of calls now""AI can help identify patterns and issues""Show the value your QA team delivers"

April 6, 202615 min

Realities of Omnichannel: Lessons from Industry Veterans

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 impactful channels. key topicsOrigins of Omnichannel in 2010Challenges in integrating multiple channelsThe importance of focusing on top channelsCustomer expectations vs. technological capabilitiesLessons learned from industry experiencesChapters00:00 The Origins of Omnichannel05:20 Challenges in Implementing Omnichannel Strategies10:09 Finding Focus in Omnichannel Efforts14:43 The Future of Customer Interaction

March 30, 202624 min

Mastering Contact Center Supervision: Strategies for Success

key topics summaryIn 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, managing time, and developing future leaders.Goals and metrics for supervisorsTime management and coaching focusBuilding relationships with team and leadershipMentoring future leaders in contact centersStrategic management at the director level sound bites"Make people think for themselves""Be the evangelist for your contact center""Spend time in books and learning"Chapters00:00 Introduction to Remote Supervision Challenges02:24 Setting Goals as a Supervisor05:05 Coaching and Development Focus07:47 Managing Up: Supervisor and Manager Dynamics10:46 Building Relationships with Management13:16 Transitioning to Managerial Goals15:56 Efficiency vs. Effectiveness in Management18:38 The Importance of Relationships in Leadership21:22 Continuous Learning and Development

March 9, 202618 min

Rethinking Contact Center KPIs

summary 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 contact center performance. key topics Flaws in common KPIs like FCR, Service Level, NPS The importance of standardized measurement How to interpret and act on KPI data Practical tips for contact center improvement resources Contact Center Metrics Best Practices - https://example.com/contact-center-metrics Net Promoter Score (NPS) Explained - https://example.com/nps-explained Standardizing Contact Center KPIs - https://example.com/kpi-standardization

February 24, 202618 min

Forced rankings and performance management

Summary 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 approaches to performance evaluation that prioritize individual performance over comparative scoring, emphasizing the importance of quality conversations in coaching. The discussion highlights the detrimental effects of scoring systems on employee morale and the need for a shift in focus towards meaningful feedback and development. Forced distribution can hinder team dynamics and employee morale. Performance should be evaluated based on individual contributions, not relative rankings. Coaching conversations should focus on quality and empathy rather than scores. Removing scores from evaluations can lead to more productive discussions. HR policies often prioritize consistency over individual performance nuances. Employees are aware of compensation disparities and may leverage offers from competitors. Quality conversations can improve coaching outcomes significantly. The focus should be on the overall experience rather than just numerical scores. Feedback mechanisms should be separated from compensation discussions. A shift in focus can lead to better employee engagement and performance.

February 9, 202621 min

The YMCA Method: A Novel Way to Coach Employees

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, highlighting the need for ongoing dialogue and employee ownership in the performance management process. The discussion also touches on the significance of crucial conversations in fostering a productive work environment. Takeaways Performance reviews should not contain surprises for employees. Coaching is essential for success in contact centers. The YMCA methodology helps structure coaching conversations. Effective feedback requires understanding the employee's perspective. Managers should focus on building relationships through dialogue. Crucial conversations are necessary for employee development. Setting clear expectations is vital for performance management. Follow-up is essential to ensure accountability and progress. Employees should feel empowered to own their performance issues. The coaching framework can be applied in various contexts, including personal relationships. Sound bites "We need you there at nine o'clock." "I never fired anyone in my entire career." "It works for your kids too." Chapters 00:00 Winter Weather and Performance Reviews 01:07 The Importance of Coaching in Performance Reviews 04:05 Effective Feedback and Coaching Frameworks 06:01 The YMCA Methodology for Coaching Conversations 11:32 Calibrating Expectations and Actions 17:01 Crucial Conversations and Employee Ownership

February 1, 202621 min

Embracing AI in Quality Assurance: A Double-Edged Sword for Contact Centers

Summary In this conversation, Amas Tenumah and Bob Furniss discuss the implications of AI in quality assurance within contact centers. They explore the benefits of AI, such as increased coverage and trend spotting, while also addressing concerns about accuracy and the potential for AI to replace human interaction. The discussion emphasizes the importance of using AI to enhance human capabilities rather than eliminate them, and the need for effective coaching and data utilization to improve agent performance. Main Content: Understanding AI in Quality Assurance The podcast opens with a light-hearted discussion about the weather, but it quickly shifts focus to a pressing topic: the use of AI in quality assurance. Amas and Bob agree that deploying AI in this area can be beneficial, especially regarding monitoring agent performance. One of the primary advantages they mention is the ability to achieve 100% call coverage. Traditionally, QA teams may only review a small percentage of calls, leading to inaccurate assessments of agent performance. With AI, contact centers can analyze every call, providing a more accurate picture of quality and performance. Spotting Trends and Gaining Insights Another significant benefit of AI mentioned in the podcast is its capability to spot trends in customer interactions. Bob highlights the importance of understanding call spikes, such as the recent increase in calls related to a coupon offer. AI can analyze large data sets quickly, allowing managers to respond to customer needs more effectively. This capability not only improves the customer experience but also empowers managers to make informed decisions based on real-time data. The Risks of Relying Solely on AI While Amas and Bob are enthusiastic about the potential of AI, they also express concern over its limitations. One critical issue is the accuracy of AI assessments. Amas warns that AI systems are often trained on human data, which can lead to discrepancies in scoring calls. He emphasizes the need for a human touch in QA processes, suggesting that AI should assist rather than replace human judgment. Without human oversight, there's a risk that AI can misinterpret nuances in customer-agent interactions, leading to misguided conclusions. The Importance of Human Interaction The conversation takes a deeper turn as they discuss the nature of customer service as a human interaction. Bob argues that technology should enhance the capabilities of QA teams, not eliminate them. He points out that while AI can streamline processes, it cannot replicate the empathy and understanding that a human agent brings to a conversation. The hosts advocate for a balanced approach where AI tools are used to support agents rather than replace them, ensuring that customer experiences remain positive and personalized. Conclusion: In conclusion, while AI presents exciting opportunities for enhancing quality assurance in contact centers, it is essential to approach its implementation with caution. Amas and Bob remind us that technology should complement human skills and insights rather than undermine them. By finding the right balance, organizations can leverage AI to improve performance while maintaining the human touch that is vital in customer service. Key Takeaways: 1. AI can enhance quality assurance by providing 100% call coverage and spotting trends in customer interactions. 2. The accuracy of AI assessments can be problematic; human oversight is crucial in the QA process. 3. Customer service is fundamentally a human interaction, and technology should support, not replace, human agents. Tags: AI, Quality Assurance, Contact Centers, Customer Service, Technology, Human Interaction, Trends in Customer Experience, Agent Performance, Podcast Insights

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