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 Learn more about  

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 Learn...

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...

W/Luke Anderson

W/ Bob

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...

Bob and Amas discuss the key to making chatbots effective

A Discussion with Chris Wallace

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...

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...