Contact Center Show

Amas Tenumah & Bob Furniss

This is the public square for all things contact center. This is where the world's best Call & Contact center professionals come to get better at delivering a great experience for customers. Your contact center mentors - Amas Tenumah & Bob Furniss

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Contact Center Show

Episodes (91)

May 5th What happens when service is Agentic—Nobody Is Ready
Apr 23rd AI and the End of Agents?
Apr 17th How AI Is Transforming Quality Assurance in Contact Centers

Contact Center Show

May 5, 2026
20½ minutes
19 MB

AI hype is colliding with operational reality. A shoe company gains $127M in value by saying “AI,” while contact center leaders are told their entire model is obsolete. The shift from CCaaS to “Customer Experience Automation” reframes everything: not just support, but marketing, sales, and service collapsing into one AI-driven layer. The problem: the foundation is broken. Knowledge is fragmented. Customer data is duplicated. Organizations are misaligned. This episode dissects the gap between what the industry is promising and what companies can actually execute—and why customer service leaders are about to become the last line of de...

Contact Center Show

What happens when service is Agentic—Nobody Is Ready

Amas Tenumah & Bob Furniss

00:00 -20:26