Navigating the AI hype w Allen Mann
Arguably the hottest architect in the Salesforce eco system joins the pod. AI hype is constantly refreshed every few months. Generative AI can assist in mundane tasks, freeing up time for creativity. ...
11 Dec 202444min
The problem with Net Promoter Score w Martha Brooke
Summary In this conversation, Amas Tenumah and Martha discuss the evolving landscape of customer feedback, particularly focusing on surveys and the Net Promoter Score (NPS). They explore the effective...
4 Nov 202444min
Getting to the core of CX w/Vaishali Dialani
In this episode, Amas sits down with Vaishali to discuss the evolving world of Customer Experience (CX). The conversation kicks off with Amas asking Vaishali to define CX and explain its importance in...
2 Sep 202418min
useful Ideas for AI in contact centers w Jim
The podcast episode is a discussion between Amas and Jim, focusing on the future of customer service in the era of AI, particularly in call centers. Jim, who is associated with RingCentral, emphasizes...
18 Aug 202425min
Is it time to retire NPS? w Rob Dwyer
Here's a summary of the podcast: Title: It is time to end NPS w Rob Host: Amas Guest: Rob Key Topics Discussed: 1. The state of customer service and declining ACSI ratings 2. Problems with current cus...
7 Aug 202432min
Fixing the contact center agent experience for good w Brian K
In this episode, Amas welcomes Brian back to the show for yet another insightful discussion, jokingly suggesting they need a loyalty punch card for frequent guests. The conversation dives deep into th...
31 Juli 202443min
Call center managers are the source of employee pain w Brian
In this episode, Amas and Brian dive into a compelling discussion about the state of the contact center industry and how it impacts both employees and customers. They reflect on their previous episode...
26 Juli 202433min
Fixing the grind in contact centers w Brian K
### Podcast Episode Notes: "Enhancing Contact Center Work" **Host:** Amas **Guest:** Brian **Episode Summary:** In this insightful follow-up episode, Amas reconnects with Brian to delve deeper i...
25 Juni 202432min
