The Curated Experience

You can't escape customer experience, the best place to learn how to improve customer experience and customer service is on Amas Tenumah's Show.

Episodes

Evolution of Customer experience with Steven Bellghem

April 19, 2021

Amas has a great conversation with world renown author and keynote speaker Steven Van Bellghem.

#93 Being a Service Agent can be better we will show you how

February 8, 2021

The conversation continues with those crazy people guys, Brian and Ted from 5th Talent. In part two they discuss:

The methodology to getting the human to human challenge right

It's not the ping pong table, pizza party or even higher wages so what is it?

What makes a person want to flip burgers for less money rather than work in the contact center

And much more

Learn more about Brian: https://www.linkedin.com/in/briankearney-mean...

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#92 Being a service employee still sucks and how to fix it

February 3, 2021

Amas visits with Brian Kearney and Ted Nardin, founders of 5th Talent for two great discussions. In this first one, they discuss the following:

The disconnect between what companies say and how they actually treat their people

They discuss whether or not the contact center job a worthwhile job

How does getting the human to human piece right actually benefit you?

And much more

Learn more about Brian: https://www.linkedin.com/in/brian...

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#91 - Looking ahead in 2021

January 18, 2021

This week Amas and Bob take a look forward to the opportunities of 2021:

Contact centers may end as we know them

Companies may start to focus on service in a new way

What will 2021 mean for AI?

Learn more about Amas Tenumah

Learn more about Bob Furniss

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#90 - 2020 in Review

January 11, 2021

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

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#89 The most difficult job in your company is in the contact center

December 21, 2020

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

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#87 What Customer Experience actually means in the real world

December 8, 2020

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 Tenum...

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#88 How communities can help your customer service

December 7, 2020

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...

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#86 The chatbot discussion part II

November 30, 2020

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

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#85 Let's talk chatbots

November 23, 2020

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 Furnis...

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#84 Fulfilling your brand promise

November 16, 2020

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

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#83 Operationalizing social media care

October 21, 2020

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 F...

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#82 You can't be everywhere your customers are

October 15, 2020

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 mo...

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#81Why You still need strategic Consulting with Ray Goff

October 9, 2020

What is the function of CX Consulting in 2020?

How the loss of strategy planning impacts implementation?

Why playing it safe no longer works?

Where do you start when it is apparent you have a problem?

Eagle Creek:

https://eaglecrk.com/

Ray Goff:

https://www.linkedin.com/in/ray-goff-457067154/

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#80 Power of gifting in the customer experience w/Chelsea Martin

October 6, 2020

How did the idea of shipping cookies start for Nom?

How can you use gifts to break through the noise in our digital world?

How can you use gifting in a service recovery environment?

She shares her goldfish moment - it is a delightful Christmas story.

Chelsea is cofounder of Nom - https://www.getnoms.com/assortments

https://www.linkedin.com/in/chelsea-martin-88005512/

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#79 - Improving the caller Journey with human friendly automation

September 24, 2020

The Curated Experience Podcast hosts Joseph Maxwell of Parlance, for episode #79

Why is the phone automated system and IVRs so universally hated

Why speech recognition alone doesn't get the job done

Building a phone system that works for elderly patients

35% of callers gets transferred, they don’t like it, and it can be prevented

You can improve the employee experience by letting callers speak naturally to connect, when they call in...

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# 78 - How simple words can remove customer friction

September 22, 2020

The power of very simple changes to your language to the customer experience

How do you use words to remove customer friction in service

In service recovery - How to Say Sorry less, apologize more

What are the steps in actually getting forgiveness when your brands screw up

How do you use words to reduce turnover

Where do you start?

Contact Krister - https://www.linkedin.com/in/kristeru/ on Twitter: @meetkrister

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#75 - The only five metrics you need in your contact center

August 9, 2020

How many metric should you have?

Should it be uniform across roles

Not every metrics belongs on a scorecard

Should you vary the weighting by role?

What are the five metrics?

CSAT

First Contact resolution

Tune in to hear the other 3

Follow Bob on linkedin and twitter

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#74 How to get your Contact center projects approved

August 5, 2020

The CFO and the C suite are humans with their own needs

Your communication must be tailored to what they care about

Focus on their metrics, and their outcomes

Stop assuming everyone cares about happy customers as an end to itself.

You need political Capital

Start by executing on small changes in your purview

Bank the capital from small wins

Spend the capital on big projects

Reach Bob on twitter

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#73 Contact Center Management 101

August 3, 2020

Bob & I discuss why training for front line leaders are so important

What you can do to educate yourself continually as a supervisor?

This course is for current and future contact center leaders

What is included in my Contact center Management course

Who should take it and some high praise

The contact center management course is available for purchase at https://www.betterexperiencegroup.com/ccm/

Follow Bob on linkedin and twitte...

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Episodes

.css-14f5ked{margin:0;word-break:break-word;display:-webkit-box;-webkit-box-orient:vertical;box-orient:vertical;-webkit-line-clamp:2;overflow:hidden;}Evolution of Customer experience with Steven Bellghem

.css-r6mb8g{margin:0;word-break:break-word;display:-webkit-box;-webkit-box-orient:vertical;box-orient:vertical;-webkit-line-clamp:1;overflow:hidden;}#93 Being a Service Agent can be better we will show you how

#92 Being a service employee still sucks and how to fix it

#91 - Looking ahead in 2021

#90 - 2020 in Review

#89 The most difficult job in your company is in the contact center

#87 What Customer Experience actually means in the real world

#88 How communities can help your customer service

#86 The chatbot discussion part II

#85 Let's talk chatbots

#84 Fulfilling your brand promise

#83 Operationalizing social media care

#82 You can't be everywhere your customers are

#81Why You still need strategic Consulting with Ray Goff

#80 Power of gifting in the customer experience w/Chelsea Martin

#79 - Improving the caller Journey with human friendly automation

# 78 - How simple words can remove customer friction

#75 - The only five metrics you need in your contact center

#74 How to get your Contact center projects approved

#73 Contact Center Management 101

Facebook comments will no longer be available on iHeart

Chat About The Curated Experience

Evolution of Customer experience with Steven Bellghem

#93 Being a Service Agent can be better we will show you how