<p>Bob Furniss and I prognosticate on what the future of the contact center would look like.</p> <ul> <li>Starting with its mission</li> <li>What skills the people will need</li> <li>Goals and Metrics</li> <li>Reward and Incentive</li> </ul>

#60 - AI will reduce the need for Managers

You hate waiting in line or on the phone for customer service. There have been plenty of shows about customer service, that all seem to offer "secrets" to improve customer service. This is not that show. Amas Tenumah focuses on Why customer Service is so broken and gives you the secrets to get around it.