Amas Talks

Amas Tenumah and Martha Brooke discuss the evolving landscape of customer feedback, particularly focusing on surveys and the Net Promoter Score (NPS). The original intent behind NPS, and how it has become a tool for benchmarking rather than genuine customer insight. Martha emphasizes the importance of understanding customer behavior and the need for companies to gather meaningful feedback rather than just chasing scores. They also touch on the devaluation of expertise in decision-making and the consequences of poor feedback practices. The conversation concludes with strategies for companies to improve their feedback gathering processes and ensure they are truly listening to their customers. Chapters 00:00 Introduction and Anticipation 01:28 Consumer Surveys: Worth the Effort? 07:03 The Evolution of Surveys and NPS 13:05 The Purpose of NPS: A Shift in Focus 17:26 Martha's Journey in Customer Experience Research 21:37 The Evolution of NPS and Its Challenges 28:19 Rethinking Customer Feedback Mechanisms 31:05 The Importance of Genuine Consumer Feedback 33:59 Valuing Expertise in Customer Experience 39:00 Strategies for Effective Feedback Gathering 44:40 Amas outro.mp4 https://lnkd.in/grhi7z-S

"Think of CX as a delicious burger, The top sesame seed bun is marketing, the bun at the bottom is customer support, and the meat in the middle is the personalized experience..." - Vaishali Dialani Join Amas Tenumah and Vaishali Dialani as they discuss the essence of CX Youtube:https://lnkd.in/gqAY-WWY Spotify:https://lnkd.in/gp8uNRGm #podcast #CX

🎙 “AI can actually just do the QA for you, give you better insights, saves you some time. You get something that's actually actionable in an automated way.” Insightful conversation with Jim Payne from RingCentral to discuss how AI can improve the contact center experience for customers, agents, supervisors and support staff drops on 8.19. If you want to dive even deeper into how to deploy AI for seamless customer experiences, you won’t want to miss RingCentral’s upcoming webinar on 8.21 at 10 a.m. PT.  Available everywhere you get your podcasts https://lnkd.in/ejWNQd7J #podcast #AI #Contactcenter

🚀 **New Podcast Episode Alert!** 🚀 🎙️ Check our third episode with Brian Kearney and Amas Tenumah to dive deep into fixing call center agent grind. This topic has resonated with so many of you. 🔍 **What We Discuss:** - The true challenges of the contact center job and why it still sucks today. - The flawed logic behind traditional "solutions" like pizza parties and superficial activities. - Brian's groundbreaking approach to solving the actual grind of the job. - How meaningful work and emotional satisfaction drive customer behavior and company profitability. - The shift from managing to developing agents for better performance and job satisfaction. 📈 **Key Takeaways:** - Discover how a change in management style can reduce turnover by 25-50% and increase CSAT by 10-25%. - Learn why letting humans be humans is the radical idea that works. - Understand the immense resistance to change and how to overcome it. 👥 Whether you're a contact center leader, agent, or someone interested in improving customer service experiences, this episode is packed with valuable insights you won't want to miss. 🎧 Listen now on Apple Podcasts or Spotify. And if you find it valuable, please share your thoughts with us on LinkedIn or via email—we'd love to hear from you! 🔗 Apple podcast: https://lnkd.in/gJrkDHc3 Spotify: https://lnkd.in/gf8cfmzu https://lnkd.in/gCu3X5nB #CustomerService #ContactCenter #CX #EmployeeExperience #Podcast #Leadership #MeaningfulWork #CustomerExperience ---

"Rethinking AI in Contact Centers w Brian Jeppesen" **Episode Summary:**  In this episode, Amas welcomes Brian, a veteran in the contact center industry, to discuss the evolving role of AI, particularly chatbots and voice assistants, in enhancing both customer and agent experiences. They delve into the practical applications and future potential of AI in streamlining operations and improving service delivery. **Key Discussion Points:** 1. **Chatbots as AI Representatives:**   - Amas questions the effectiveness of chatbots as representatives of AI advancements, noting their limitations in customer interactions. 2. **Real-World Impact of AI:**   - Brian shares a success story where AI significantly reduced call volume pressures by handling routine inquiries, thus allowing human agents to focus on more complex customer needs. 3. **Agent Experience Enhancement:**   - Discussion on how AI can relieve agents from mundane tasks, potentially making their jobs more fulfilling by allowing them to handle more engaging and complex issues. 4. **Agent and AI Collaboration:**   - Exploration of how AI tools like voice assistants can assist agents in real-time during customer interactions by providing information prompts and automating routine processes. 5. **Challenges and Opportunities with AI:**   - Brian addresses common fears about AI replacing human jobs, emphasizing that AI is intended to fill gaps caused by staffing challenges, not replace human workers. 6. **Future of AI in Customer Service:**   - Discussion on the potential of AI to not only respond to customer needs but also proactively complete tasks, enhancing efficiency and customer satisfaction. 7. **Impactful Purchases Under $50:**   - Both hosts share personal anecdotes about small purchases that had a significant impact on their lives, providing a lighter, personal touch to the conversation. **Closing Thoughts:** - The episode concludes with a positive outlook on the transformative changes AI can bring to customer service, improving both the efficiency of operations and the quality of customer interactions. **Action Items for Listeners:** - Consider how AI can be integrated into your business processes to enhance efficiency and customer satisfaction. - Reflect on how technology can be used responsibly to augment human work without replacing it. (Summarized by AI without edits) --- https://lnkd.in/gKj8U2ds

"If you are a customer service person who grew up in the industry in the last 15-20 years, I want to say I am sorry, because every job you had industrialized your humanity out of you." How did the job of a call center agent get so bad? Brian Kearney joins the show to discuss how we got here and what is contributing to the grind of call center agents Amas Tenumah. #callcenter #contactcenter #customerservice https://lnkd.in/g3pAjiMe

In today's episode, we ask what the private sector can learn from public sector on the topic of customer experience (CX) with Stephanie Thum, Ph.D., CCXP -The concept of 'sludge' as psychological friction -Is it time to retire Net Promoter Scores (NPS)? -Exploring the symbiotic relationship between EX and CX Join us in exploring how these insights can shape the future of customer experience strategy. Full episode: youtube: https://lnkd.in/g6cKWri9 Apple: https://lnkd.in/gEdMmDGj Amas Tenumah #CustomerExperience #podcast #publicsector #amastalks

We now live in a world where A.I monitors your emotions, and depending on what your emotions were, would drive the kind of food recommendation you would get. Carrie Steyer joins the podcast to discuss how A.I. will make us all limitless in our work and even at home Amas Tenumah. Key quotes: "We, as humans put constraints on our thinking, and we've got to be able to remove that and think, hey, what can we imagine differently with A.I?" "emotional and cognitive intelligence share the same neural system, they are not as distinct as we think" "data is part of the solution, it's also part of the constraint. And while there's not a quick, easy button yet, it's getting easier. " Full episodes: Youtube: https://lnkd.in/gYA-B_av Apple: https://lnkd.in/gpxzh6_B Spotify: https://lnkd.in/gAfMMuB5

Lucas Anderson was on the show discussing the exciting future of contact centers. The shift is bigger and faster than the migration to offshore in the 90s, and AI is moving the ground underneath us. Amas Tenumah #podcast #contactcenter #customerexperience #customerservice apple: https://lnkd.in/gGu5h5du Spotify: https://lnkd.in/gSf3PkSK https://lnkd.in/gq5xGWa8

What has changed in contact center networking and what remains the same? Is there still value in getting together in person now that we have all these virtual options? Join David Hadobas and Amas Tenumah as they discuss what makes contact center networking work. #podcast #contactcenter #amastalks #customerservice Full episodes: Youtube: https://lnkd.in/gtcpPwPY Spotify: https://lnkd.in/graPqAU8 Apple: https://lnkd.in/gjjsx747