Summary

In this conversation, Amas Tenumah and Bob Furniss reflect on the year 2024 in customer service, discussing persistent challenges in contact centers, the evolution of work-from-home practices, and changing customer expectations regarding returns. They also share personal anecdotes about memorable holiday gifts and emphasize the importance of gratitude and understanding during the holiday season.

Takeaways

AI is still not as user-friendly as expected.
Contact centers face ongoing challenges similar to those from years ago.
The importance of people in customer service remains paramount.
Work from home practices have significantly retreated post-pandemic.
Customer expectations for frictionless returns have increased.
Companies need to adapt their customer service strategies accordingly.
Personal experiences shape our views on customer service.
Gratitude and patience are essential during the holiday season.
Not everyone celebrates Christmas, and inclusivity matters.
Memorable gifts often come with personal stories and reflections.

Chapters

00:00 Reflecting on Customer Service Trends of 2024
04:52 The Evolution of Work From Home in Contact Centers
10:13 Customer Expectations and Return Policies
14:56 Memorable Holiday Gifts and Personal Reflections
20:00 Gratitude and Acknowledgment During the Holidays