PODCAST · education
Amas Talks Podcast
by Amas Tenumah
Amas is a modern day prophet and Polymath. He brings a mix of Philosophy, storytelling, technology and humor to make sense of complex topics. You will love his sense of humor and irreverence in every episode.
Episodes
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Evolution of CX w Bruce Temkin
In this conversation, Amas Tenumah and Bruce Temkin delve into the current state of customer experience (CX), its evolution, and the challenges faced by organizations in effectively managing it. They discuss the importance of understanding the mechanics behind CX, the role of CX leaders, and the...
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Why Contact Centers Still Don’t Know Why You’re Calling — with Dan Mannion, CEO of Spark CX
In this brutally honest episode, Amas Tenumah sits down with Dan Mannion, CEO of Spark CX, to unpack one of the industry’s most embarrassing truths: most contact centers still have no idea why customers are contacting them. They dive into: Why decades of dashboards and speech analytics failed to...
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Evolution of cx -Insights from Imran Noormohamed
Summary In this conversation, Amas Tenumah and Imran Noormohamed explore the evolving landscape of consulting, customer experience, and the impact of AI on the industry. Imran shares his journey into consulting, emphasizing the importance of customer experience as the core of business success.…
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State of customer experience w Luke Jamieson
In this conversation, Amas Tenumah and Luke Jamieson explore the intricacies of Customer Experience (CX) and Employee Experience (EX). They discuss the evolution of CX, the importance of understanding customer needs, and the often-overlooked role of employee engagement in delivering exceptional...
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The CX Illusion: Scores Are Up, Satisfaction Is Down w/ Ed Murphy
In this conversation, Amas Tenumah and Edward Murphy delve into the current state of customer experience (CX), exploring how customer expectations have evolved, the role of metrics, and the impact of AI on customer interactions. They discuss the importance of employee experience in delivering...
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Improving Customer Service using KCS w Laurel Poertner
In this conversation, Amas Tenumah and Laurel Poertner discuss the importance of knowledge management in customer support, focusing on the Knowledge Centered Service (KCS) methodology. They explore the challenges of knowledge sharing, the human experience in customer service, and the role of...
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Navigating Leadership in the Age of AI w Jim Carlough
Takeaways Leadership is an evolutionary process that requires continuous learning. AI cannot replace human empathy and emotional intelligence in leadership. Integrity is the foundational element of effective leadership. Mentorship is crucial for personal and professional growth. Effective...
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Agent attrition w Jeremy Hyde
Summary In this conversation, Amas Tenumah and Jeremy Hyde discuss the challenges and dynamics of the contact center industry, focusing on employee attrition, engagement, and the impact of customer behavior. They explore the importance of hiring strategies, employee empowerment, and the future of...
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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. Salesforce's Agent Force is a significant advancement in AI integration. AI's impact on jobs is...
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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 effectiveness of consumer surveys, the original intent behind NPS, and how it has become a tool for...
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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 a business landscape where companies are increasingly cutting back on their CX departments....
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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 that despite the growing integration of AI, human-based customer service is far from dead. AI…
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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 customer feedback methods, particularly surveys 3. Issues with star ratings and their loss of…
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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 the challenges and solutions in the contact center industry, particularly focusing on improving the...
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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 episodes' popularity, emphasizing the resonance of this topic with their audience. Amas expresses...
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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 into the challenges faced by contact center agents and explore the profound impact of meaningful work on...
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How the call center agent job got so bad w Brian Kearney
### Podcast Summary: "Amas Talks - How the Call Center Agent Job Got So Bad" #### Introduction - **Host:** Amas - **Guest:** Brian, an industry expert focused on improving the lives of call center agents and managers. #### Key Points Discussed: 1. **Current State of Call Center Jobs:** - Call...
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Rethinking AI in contact centers w Brian Jeppeson
### Podcast Episode Notes: "Rethinking AI in Contact Centers" **Host:** Amas **Guest:** Brian **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...
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Government agencies can teach us about customer experience w Stephanie Thum Ph.D.
- Stephanie, it is fantastic to see you. I am glad you finally made time for it. Welcome to the show. And congratulations on all your success with the show and your book and everything. - Sludge is a term that's new to me that you introduced into my lexicon. Think about it as friction, as mental,...
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Unleashing the limitless potential of A.I. w Carrie Steyer
- Carrie, we've been trying to do this for a while. How are you? I'm doing well. It's good to see you again as well. Awesome. - Today, Jarrett looks at a purchase that changed your life in a positive way. What is that one purchase to you that was quite impactful? For me, it'll be the Alexa dot.…
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The exciting, scary future of customer service? W Lucas Anderson
- Most contact centerings, customer service organizations have decided it is too inefficient, too expensive to get humans. The cheap and efficient way to scrub all the humanity out of them is to make them more bot like. Luke says the defaults may just very well be bots in the future. - Customer...
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Eternal truths in contact center networking w David Hadobas
David is the founder and CEO of a networking group. Perry: I can't believe it's now 2024. Has put me in touch with many wonderful people I now consider friends. We'll get to know you during the show. - CCNG is a networking group for blue collar contact center workers. How have you done it without...
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The future of Telephony w Steve Infante
-- Steve: What explains this dichotomy of fantastic, beautiful tools for the consumer and then 1980s for the poor contact center or customer service employee overall? He says it's really and truly interoperability issues. Steve: There has to be an interoperability and migration plan. - You are an...
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Can we fix Customer Experience? W/Michelle Martinez
Amas So, Michelle, we both work in the same area around keeping customers happy. And I was reading an article that talked about the ACSI rating, the American Customer Satisfaction index rating, and something happened. From 2006 on, we were on a steady rise. And in 2018, it starts to plummet.…
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Revolutionizing Knowledge w AI - Dr Blumer
- Knowledge is the essential building block for pretty much everything we do. But I think the difference is if you don't apply the knowledge, it's useless. And that's why I think knowledge management and all these things we are discussing is so relevant and exciting. - Where I spend an…
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Customer Service & Life Lessons with Bob Furniss
- Bob: I heard a rumor that you retired to your beach house. Is this true? I've been in the customer service industry for my whole life. I may announce some stuff in the next couple of months. Redoing Bobfurniss.com . If the listeners want more details, go to my LinkedIn Bob Furniss. - The best…
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Transformation is About Leadership
- Are you in agreement with Mr. Pachai that AI is going to be more profound than fire or electricity or anything that we have done in the past? I find it an interesting question because often the question circles around, are we headed in the direction of a utopia or Dystopia? - We are in the…
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Fixing Voice of the Customer with Nate Brown
- Nate Brown is the one and only Nate Brown. "Thrilled to be here. Love your show," he says. "It's an absolute honor" - Our podcast is delivering you CX gems and an endorsement of raw milk. The most important job for CX is listening to people. Organizations are terrible. The more that they get...
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Legendary service stories to inspire you
The late Herb Kelleher was the former CEO of Southwest Airlines. His secret came to a very simple formula. He just trusts his people implicitly. Another legend was Tony Hsieh, the then CEO of Zappos. People find their customer service legends very inspirational. for more information, Visit:...
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Can Gen X Save us from our Tech addiction? w Christine Mchone
A study says 53% of us have something called nomophobia. Nomophobia is cell phone addiction. I think technology has this way of changing us. Christine is the perfect guest to discuss this with. - Gen X is often the most forgotten generation in the middle. What we got right with technology is the...
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Is anger useful?
The Stoics do not believe anger is a useful emotion. Anger is usually not a thoughtful thing. It also depletes your energy. The most irrational part about anger is you are now being controlled by somebody else when you're angry. for more info: https://amastalks.com/
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What is Good Service?
The most pressing question that I answer almost every single day is how do you get great customer service? He says the real question is what is good service to you? Amas: No two organizations have identical goals and ideas about what good service means.
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The Uber Ratings Inflation
- Do you know what your Uber rating is? What about your airbnb rating and does it actually matter to you if you answered? I want to talk about this topic with you around ratings and feedback. It's my first podcast. This is going to be a good show. - In 1970, the average GPA was about 3.0. As of...
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How technology changes us
The most consequential American inventor once predicted the following: “The time will come when people will travel in stages moved by steam engines from one city to another, almost as fast as birds can fly, 15 or 20 miles an hour.” People mocked the great Oliver Evans when he uttered those words....
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What happened to board diversity? w/Adam Dumey
Summarization - DEI is so commonplace that I don't know many organizations that don't have D.E.I initiative or department or leader. Are we making progress as the world, especially particularly the corporate boardroom and corporate America? Is it a very diverse place today? - Pick ten boards, I...
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What separates the .000% from the rest
I want to have a conversation today about the zero percenters, as I like to call them, these humans that are in the .001%, in their craft, in their art. Tiger Woods, Steve Jobs, the Buddha. The difference between the folks we are talking about is the difference between someone who is a...
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ABOUT THIS SHOW
Amas is a modern day prophet and Polymath. He brings a mix of Philosophy, storytelling, technology and humor to make sense of complex topics. You will love his sense of humor and irreverence in every episode.
HOSTED BY
Amas Tenumah
CATEGORIES
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Frequently Asked Questions
How many episodes does Amas Talks Podcast have?
Amas Talks Podcast currently has 36 episodes available on PodParley. New episodes are automatically indexed when they're published to the podcast feed.
What is Amas Talks Podcast about?
Amas is a modern day prophet and Polymath. He brings a mix of Philosophy, storytelling, technology and humor to make sense of complex topics. You will love his sense of humor and irreverence in every episode.
How often does Amas Talks Podcast release new episodes?
Amas Talks Podcast has 36 episodes. Check the episode list to see recent publication dates and frequency.
Where can I listen to Amas Talks Podcast?
You can listen to Amas Talks Podcast on PodParley by clicking any episode. We provide an embedded audio player for direct listening, and you can also subscribe via your preferred podcast app using the RSS feed.
Who hosts Amas Talks Podcast?
Amas Talks Podcast is created and hosted by Amas Tenumah.
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