Waiting for Service

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**Waiting for Service**

This is a show for anyone interested in improving customer service, contact center and the Customer Experience.

Latest Episodes:

#90 - 2020 in Review Jan 11, 2021

Show notes

Amas and Bob take a look back at 2020 and discuss:

The Bromance is real
The biggest positives for the industry last year
Cloud telephony
Being more thoughtful about the DNA of your company

and much more.

Learn more about Amas Tenumah

Learn more about Bob Furniss

#89 The most difficult job in your company is in the contact center Dec 21, 2020

Show notes

Amas and Bob are back together to discuss the most difficult job in any company and why:

They illustrate what life in a call center looks like
One uncomfortable challenge for male supervisors
How socioeconomic factors impact call centers
A direct message for call center executives

And much more!

Learn more about Amas Tenumah

Learn more about Bob Furniss

#87 What Customer Experience actually means in the real world Dec 08, 2020

Show notes

Tune in to hear a great conversation with Amas and Luke Anderson as they discuss the following:

What exactly is "Customer Experience"?
Is the chief customer officer a real role?
What are companies actually doing to improve 'Customer Experience'?
Can technology really help the experience of the customer?
How can technology help service employees?

And much more.

Learn more about Luke Anderson

Learn more about Amas Tenumah

#88 How communities can help your customer service Dec 07, 2020

Show notes

Amas and Bob have engaging conversation about communities. Here are a few topics you will hear about:

Should communities be a tool in your self service toolbox?
Hear how a few companies have made communities work for them
How do I migrate people into your community from the social network built communities?

If you want to know how to get the most out of the community tool, listen to this podcast.

Learn more about Amas Tenumah

Learn more about Bob Furniss

#86 The chatbot discussion part II Nov 30, 2020

Show notes

The discussion on chatbots continues this week. After a quick recap, you will learn more about:

The difference between a chatbot and an expanded knowledgebase
What makes a good chatbot?
Is your chatbot authenticated?
Just like a human, a chatbot has its limits, plan handoffs

And so much more.

Learn more about Amas Tenumah

Learn more about Bob Furniss

#85 Let's talk chatbots Nov 23, 2020

Show notes

In this episode Amas and Bob discuss the following:

Are chatbots delivering what they promised?
Chatbots don't work well without one thing and Bob tells you exactly what that is.
You will hear key tips to designing more effective chatbots.
Just like pets and kids, chatbots need care and feeding.
Should you be transparent about using a chatbot or more subtle?

And much more...

Learn more about Amas Tenumah

Learn more about Bob Furniss

#84 Fulfilling your brand promise Nov 16, 2020

Show notes

Amas and Chris have an insightful conversation about:

Who really designs brand promise?
What causes the gap between what is expected and what is delivered?
How do you measure the gap?
The real work to fulfill brand promise is internal.

And Much More

Learn more about Amas

Learn more about Chris

#83 Operationalizing social media care Oct 21, 2020

Show notes

Amas and Bob continue the discussion about social media channels and take a deeper look at operationalizing social media care. They discuss:

Whether or not you should have to be on every social media channel your customers are on?
TikTok for Service?
Your organization voice on social media
How important is a channel transition plan?
Measuring success on social media

And much more...

Learn more about Amas Tenumah

Learn more about Bob Furniss

#82 You can't be everywhere your customers are Oct 15, 2020

Show notes

Amas and Bob enjoy answering a question from an Omaha listener:

Do you have to be everywhere you customers are?
Which channels would work best for you?
One of the most popular social media channels doesn't have service options yet, do you know which one?
They will discuss the trend of over investing in social media at the cost of other channels
They also share the best way to stop issues from going viral

And much more...

Learn more about Amas Tenumah

Learn more about Bob Furniss

#81Why You still need strategic Consulting with Ray Goff Oct 09, 2020

Show notes