Almost 20 years ago, while speaking at a contact center conference, I had the opportunity to meet Amas Tenumah. We were both much younger (him more than me), but we quickly learned we were both leading contact centers for large companies. Through the years we have worked together, learned from each other, disagreed with each other (he is typically the one with the wrong perspective), and always pushed each other to be better.
In 2020 during a world pandemic, we had the crazy idea to start our own podcast. We decided to share our successes (and failures) – based upon three goals: 1) To share our experience around industry best practices, 2) To share our failures – and hopefully point out the holes we have stepped in to help you avoid our mistakes, and 3) To share our number one goal which is, and always has been, to have fun. We all work in an industry where life can be consumed by the latest customer problem – so our motto is to laugh often and love your work (and your people). And there is always room for another story about the crazy things we hear from customers and employees.
Together we have more than 56 years of experience. For many of those years we’ve both followed the CCNG organization – joining Town Hall events, speaking at meetings (back when travel happened), and engaging in the communication channels that have become the lifeblood of CCNG members.
We are currently in a season with a focus on Leadership. We would love for you to join us as we talk about the industry that we both love!
You can listen and engage almost anywhere you get your podcasts. You will find us on the Apple Podcast app here: https://podcasts.apple.com/us/podcast/contact-center-show/id1553503227.
Bob is living his passion for helping organizations improve their customer experiences. He brings a 40-year track record of transformation and consulting in contact centers and digital channels – engaging some of the top brands in the world with CRM and CX best practices. He loves his role at Slalom Consulting, as a leader in their Global Salesforce practice, focused on service and support opportunities across multiple clouds — Service Cloud, FLS, Community Cloud, AI Bots, and all-things contact centers.
