Amas Talks Podcast9 Mai 2025

Improving Customer Service using KCS w Laurel Poertner

In this conversation, Amas Tenumah and Laurel Poertner discuss the importance of knowledge management in customer support, focusing on the Knowledge Centered Service (KCS) methodology. They explore the challenges of knowledge sharing, the human experience in customer service, and the role of technology and AI in enhancing knowledge management. Laurel shares insights from her experience and emphasizes the need for a cultural shift towards knowledge sharing within organizations.TakeawaysKnowledge is essential for effective customer support.KCS captures knowledge during interactions to improve service.The human experience in customer support remains challenging.Knowledge gaps often lead to customer frustration.Technology can aid in knowledge management but requires human input.Sharing knowledge is a leadership challenge.KCS democratizes knowledge creation across all levels.Sufficient to solve emphasizes timely knowledge sharing.AI and knowledge management will complement each other.Continuous learning and adaptation are crucial in service industries.Chapters00:00 Introduction and Background02:58 The Human Experience in Customer Support06:07 Knowledge Gaps in Customer Service08:54 The Complexity of Knowledge Management12:01 Understanding Knowledge Centered Service (KCS)15:05 Democratization of Knowledge18:04 The Role of Technology in KCS20:57 Success Stories and Internal Impact of KCS24:07 The Future of Knowledge Management and AI Laurel: https://www.linkedin.com/in/laurelpoertner/

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Episoder(36)

Evolution of CX w Bruce Temkin

In this conversation, Amas Tenumah and Bruce Temkin delve into the current state of customer experience (CX), its evolution, and the challenges faced by organizations in effectively managing it. They ...

9 Feb 29min

Why Contact Centers Still Don’t Know Why You’re Calling — with Dan Mannion, CEO of Spark CX

In this brutally honest episode, Amas Tenumah sits down with Dan Mannion, CEO of Spark CX, to unpack one of the industry’s most embarrassing truths: most contact centers still have no idea why custome...

19 Okt 202534min

Evolution of cx -Insights from Imran Noormohamed

SummaryIn this conversation, Amas Tenumah and Imran Noormohamed explore the evolving landscape of consulting, customer experience, and the impact of AI on the industry. Imran shares his journey into c...

13 Jul 202529min

State of customer experience w Luke Jamieson

In this conversation, Amas Tenumah and Luke Jamieson explore the intricacies of Customer Experience (CX) and Employee Experience (EX). They discuss the evolution of CX, the importance of understanding...

12 Jun 202539min

The CX Illusion: Scores Are Up, Satisfaction Is Down w/ Ed Murphy

In this conversation, Amas Tenumah and Edward Murphy delve into the current state of customer experience (CX), exploring how customer expectations have evolved, the role of metrics, and the impact of ...

14 Mai 202536min

Navigating Leadership in the Age of AI w Jim Carlough

TakeawaysLeadership is an evolutionary process that requires continuous learning.AI cannot replace human empathy and emotional intelligence in leadership.Integrity is the foundational element of effec...

30 Apr 202538min

Agent attrition w Jeremy Hyde

SummaryIn this conversation, Amas Tenumah and Jeremy Hyde discuss the challenges and dynamics of the contact center industry, focusing on employee attrition, engagement, and the impact of customer beh...

18 Mar 202527min