Without any fanfare the Telephone as we know it died. This is not an opinion. Half of all phone calls are spam calls. I think the word “call” is now a dirty word. Call centers have rebranded themselves as contact centers. The largest providers of Automatic Call Distributors want you to know they do not sell Call …
It is 104 degrees. I am wearing a blazer in Las Vegas walking into an office building. I have brought my team here for an offsite which just means — we are going to go eat and drink on a corporate card for a few days. This is 2011, and if you are in Vegas …
While the whole world is focusing on job losses for frontline workers and truck drivers, we missed the place we should worried about jobs – Managers. AI will impact middle management jobs in dramatic ways at a faster pace and much sooner than we will see contact center job losses. http://traffic.libsyn.com/amastenumah/AI_and_managers_Done.mp3 Subscribe to …
If you have not already included remote work in your plans you should at least
Every single time I have been to an Oklahoma Sooner bowl game we have lost. Five straight bowl losses with me in the audience. As you can imagine people started begging and raising money so I never go to another OU bowl game. I thought clearly we had a crappy coach, but the whole world …
I thought I was getting fired. My boss’s boss hauled me into an impromptu meeting into HR, it wasn’t me, it was my direct manager who just got canned. I was the unlucky SOB who would be stepping in an “interim” basis to take his place. I wanted no part of the job, but I …
As a customer I am always looking for the most painless route to get what I need from companies I do business with. While automated systems can get a bad rap, I have argued for years that automated systems (when built correctly) are usually EASIER than interacting with humans for many routine interactions. Last …
Ask any customer facing professional what they are most worried about and customer wait time will be top of mind. While overly long wait times can be a driver of dissatisfaction, truth is customers don’t mind “just enough” wait time, in fact almost anything beyond that has no return on investment. The trick is finding …
I have used the same phone carrier for 10 years, and they probably have more data about me than they know what to do with. Funny thing is every time I call in about my account, I am thoroughly interrogated before they would even discuss the reason for my call, it always leaves a bad …
