『Contact Center Show』のカバーアート

Contact Center Show

Contact Center Show

著者： Amas Tenumah & Bob Furniss
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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 FurnissAll rights reserved 2022 マネジメント マネジメント・リーダーシップ 経済学
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  • Empowering Sales Teams through AI

    Empowering Sales Teams through AI
    2025/12/08

    Summary

    The conversation explores the integration of AI in sales, focusing on how it enhances customer engagement and improves sales efficiency. Bob Furniss discusses the importance of using data to empower salespeople rather than reducing their numbers, emphasizing a customer-centric approach to AI in sales.

    Takeaways

    AI can enhance customer engagement in sales.
    The focus should be on empowering salespeople with data.
    AI is not just about reducing costs but improving efficiency.
    Sales strategies should prioritize customer needs.
    Data-driven insights can lead to better sales outcomes.
    AI can make sales calls faster and smarter.
    The role of AI is to support, not replace, sales personnel.
    Understanding customer needs is crucial in sales.
    AI tools should be designed to assist sales processes.
    The future of sales lies in the integration of technology and human touch.
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    22 分
  • Unlocking Value in Contact Centers with Brad Cleveland

    Unlocking Value in Contact Centers with Brad Cleveland
    2025/11/21

    Summary

    In this conversation, Amas Tenumah, Bob Furniss and Brad Cleveland discusses the three levels of value that contact centers create: efficiency, customer satisfaction and loyalty, and strategic insights provided by AI. He emphasizes the importance of these levels in improving products, services, and processes.


    Takeaways

    there's three levels of value that contact centers create
    Level one is efficiency
    customer satisfaction, loyalty, if we do a good job
    it's the strategic insight that AI can provide
    it can still tell us, hey, here's a trend I'm seeing
    Here's an opportunity to improve products and services
    AI doesn't have to be perfect to provide value
    Strategic insights can drive business improvements
    Understanding trends is crucial for growth
    Contact centers play a vital role in customer experience


    Titles

    Unlocking Value in Contact Centers
    The Role of AI in Customer Service


    Sound bites

    "Level one is efficiency"
    "customer satisfaction, loyalty, if we do a good job"
    "it's the strategic insight that AI can provide"


    Chapters

    00:00 Introduction to the Contact Center Show
    00:27 AI and Its Impact on Customer Interactions
    00:31 Future Jobs in the Contact Center Industry
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    27 分
  • Stacy Sherman: Why 'Satisfied' Is the New 'Fine' And 12 Reasons That's Not Good Enough"

    Stacy Sherman: Why 'Satisfied' Is the New 'Fine' And 12 Reasons That's Not Good Enough"
    2025/11/18
    Low-Cost, High-Impact CX Improvements The Power of Language: Transform "I can't" into "How can we"Shift from "I have to" to "We get to"Being "impeccable with your word" (inspired by The Four Agreements)Words trigger emotional responses that shape customer perception Getting CX Buy-In Across Organizations The Alignment Problem: CX initiatives fail when metrics aren't shared across departmentsSuccess came when executives adopted the same CX metrics as the CX teamWithout shared goals, customer insights get shelved with "we'll get to it later" The Pilot Program Strategy: Start small before asking for big budgetsShow proof of concept with intentional, measurable pilotsUse success to rally and align different areas of the company Real Example - CX Day Success: Introduced first-ever CX Day celebration at 145-year-old engineering companyStarted small despite skepticismNow an annual tradition that continues after her departure Rethinking CX Metrics Beyond Traditional Measurements: NPS and effort scores are starting points, not endpoints"Satisfaction" is no longer good enough (it's the equivalent of "fine")New focus: Emotional altitude across every touchpoint The Emotional Impact: Brains constantly cycle between thinking and feelingEmotions create lasting imprints that shape brand perceptionResearch shows: 12 positive experiences needed to overcome 1 negativeMeasure emotional highs to identify gaps and successes The Four Rs of CX Impact: RevenueRetentionReputationReferrals The Future of Contact Centers Human + AI Integration: Smart companies intentionally map where humans add value vs. where AI should handle interactionsThe answer is "both/and" not "either/or"Critical: Validate designs with real customers, not just internal teams The Contact Center Superpower: Contact center teams speak to more customers in a week than other departments do in a yearThis proximity to customers gives agents unique power to be organizational change agentsVoice of customer insights should inform product development, marketing messaging, and more Words Matter in the AI Era: Example: Website offering "24/7 support, our guides are happy to help you""Guides" for both humans and AI feels impersonalNaming and framing still matters The Power of Customer Voice The 10-Minute Video Story: A contact center leader captured customer feedback about a failed new product. At an executive meeting, he played a 10-minute compilation of customer complaints. The CEO's initial advisor said it was a career-ending mistakeThe CEO walked out during the videoResult: CEO returned and said it was "the best 10 minutes anybody's ever played" and named him employee #1Customer voice changed the company's trajectory The Validation Imperative: Internal perspective isn't enoughCustomer validation must be iterative, not one-timeCan't use internal team as proxy for outside voiceBoth internal knowledge AND customer validation matter The Fundamental C-Suite Challenge When C-suite leaders aren't aligned in their meetings, misalignment trickles down through the entire organization. This is the root problem preventing effective CX implementation. Notable Stories The Morgan & Morgan Tattoo Story: Leadership promised to get company logo tattoos if the team hit an unprecedented conversion rate goal. When they achieved it, 40 leaders got matching tattoos - four tattoo artists came in for the day. The question became: "Is your brand tattoo-worthy?" Stacey's Podcast Origin: Bought her first microphone for under $50, then waited six months before taking it out of the box due to fear. That mic ignited her journey to intentionally sharing her voice through podcasting. Living Podcasting: At the conference, Stacey pulled out her mic to record a 10-minute session where Amas (who has Parkinson's) gave direct advice to her relative with a similar condition - creating immediate, personal value rather than secondhand communication. Takeaways for Contact Center Leaders Language shapes reality - Small word changes create emotional shifts in customer experienceDemand metric alignment - CX can't succeed unless executives share the same measurementsStart with pilots - Prove value small-scale before requesting major investmentLeverage your proximity to customers - Use it to become the organizational glue and change agentValidate everything with real customers - Internal assumptions aren't enoughMap the human-AI journey intentionally - Design where each adds value, then test with customersBring customer voice to leadership - Sometimes the most powerful thing is making them listen directlyAverage isn't acceptable - Move beyond satisfaction to creating emotional highs
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    23 分
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