<ul> <li>Is the stereotype of contact center true? <ul> <li>Did you watch the show about the call center called Outsourced</li> </ul> </li> <li>The characteristics of a bad contact center environment in one word is surveillance <ul> <li>If you do not trust your employees you are doing it wrong</li> <li>Contact centers create too many rules for the exceptions not the rule.</li> <li>Are your rules for the employees or for you</li> </ul> </li> <li>Tips for making changes in the contact center for the better without spending a penny</li> <li>Getting to the bottom of the employee sentiment.</li> </ul> <p> </p> <ul> <li>Reach out to Bob @bobfurniss on twitter</li> <li>Reach out to Amas @amastenumah on twitter</li> </ul>

#71 How to be the smartest person in the contact center

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.