All Episodes
Contact Center Show — 99 episodes
Bots vs Humans vs Bots
It’s Time to Kill Customer Service Email
The AI Math Isn’t Mathing
AI Didn’t Replace the Contact Center. Now Comes the Hard Part.
Paying up for customer service
The Survey Is Dead. Now What?
Why Contact Center Training Is Still Broken in 2026
AI Is Replacing Tasks. The Real Question Is What Happens to Relationships?
What happens when service is Agentic—Nobody Is Ready
AI and the End of Agents?
How AI Is Transforming Quality Assurance in Contact Centers
Realities of Omnichannel: Lessons from Industry Veterans
Mastering Contact Center Supervision: Strategies for Success
Rethinking Contact Center KPIs
Forced rankings and performance management
The YMCA Method: A Novel Way to Coach Employees
Embracing AI in Quality Assurance: A Double-Edged Sword for Contact Centers
Is AI a Threat to CRM?
Stop Chasing Vanity Metrics
New Year Predictions — What 2025 Got Wrong, What 2026 Gets Right
HOLD — The Suffering Economy of Customer Service
Empowering Sales Teams through AI
Unlocking Value in Contact Centers with Brad Cleveland
Stacy Sherman: Why 'Satisfied' Is the New 'Fine' And 12 Reasons That's Not Good Enough"
Live from ICMI Conference - HR as a Contact Center with Bianca
How Contact Centers Became the Corporate Nervous System (Live from ICMI w Daniel)
Navigating Complexity in Contact Centers (live show w Luke Jamieson)
Is Salesforce and CRM in trouble?
The Impact of Marketing on contact center
Are Contact Centers Really Profit Centers?
Stuck Between AI and Customers
BPO Success vs Failure
Bob's new book: on to blue
Why phone service won't go away
Enabling frontline leaders
Agentic AI vs. Human
Enabling Frontline leadership
What to do about NPS
HP adds 15 minute mandatory hold time
AI will not replace humans in service
Attributes of a good leader
Return to work challenges
Can empathy be taught?
Government intervention in service?
Don't be a statistic
2024 in review
Humans vs Policy
Why Hybrid work is so hard to manage
Is training the problem?
Attrition and loneliness
The future of knowledge
Value of In person events
Contact center leadership post covid
Can AI fix the call center agent experience?
Will AI Kill the contact center?
The customer Happiness show
What we learned this season
How to Prepare for CCaaS
How to Seperate the Hype from Reality with Generative AI
Knowledge is the new oil, but do you know how to drill?
The Contact Center CFO
The Outbound Call Center
Waiting for Service Interview
Soft Skills do not work, your contact center needs Tough skills.
When Social media becomes the primary means of customer service
Why should you use social for customer service
When customers never have to hold?
Will ChatGPT answer 25% of all your inquiries?
Is the Contact center the most interesting place in Corporate America?
How to Deal with Escalations
Your Call is Being Recorded for quality purposes
Is Training to blame for Customer service failure?
What is Workforce Management?
The only metric you should measure in a contact center.
Who is a contact Center Supervisor?
Who should own the contact center?
What is a Contact Center - Part 2
What is a Contact Center?
What is a Call Center?
Leadership Series - Analytics and Reporting
Leadership Series - Coaching
Leadership Series - Communication
Leadership Series - Managing up, down and across
Bob's Story of Hope and Action
Leadership Series - Manager vs Leader
What we learned in Contact Centers this Season - (season Finale)
In Defense of the Training Department
Mastering Strategy and Culture w/Master Strategist Glen Stoffel
The future of CX is inclusive
Does the effortless experience hold up?
In God We Trust, Everyone Else Bring Data
The forgotten essential worker - Contact center agents
The lure of the contact center
Are Leaders Born or Made?
The Contact Center Show - How to Wow at scale
Contact Center Match Making
Can you monetize the contact center?
Do we need to get rid of chatbots?
The Ubiquitous Contact Center