Showing results by author "Amas Tenumah" in All Categories

Let me talk to a human!" We’ve all shouted it. Whispered it. Thought it while rage-pressing zero. In Hold: The Suffering Economy of Customer Service, Amas Tenumah delivers a searing indictment of how modern service was designed—not to help you, but to wear you down. This isn't a how-to. It's a how-dare-you. Tenumah draws from years inside the belly of the corporate beast, where service is measured in KPIs, customers are problems to be deflected, and automation is the holy grail—so long as it keeps complaints quiet and costs lower.

HOLD COURT is where the customer service industry answers for its crimes. Each episode puts a system, company, or practice on trial—exposing the incentives, cost models, and deliberate decisions that turned service into an economy built on your time, your frustration, and your surrender. Hosted by former service operator and HOLD author Amas Tenumah, this is not commentary. This is prosecution.

Amas is a modern day prophet and Polymath. He brings a mix of Philosophy, storytelling, technology and humor to make sense of complex topics. You will love his sense of humor and irreverence in every episode.

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

This is a show for anyone interested in improving customer service, contact center and the Customer Experience.

In my book, I make the case that customer experience is not just a differentiator it is the reason your organization exists. Profits and long-term growth are by-products of delighting customers. Whether you support customers through a call center or you are an army of one you will learn how to create an environment that is intentional about delighting customers. We will explore the three vital components to achieve this liberating structures, data driven technology and empowered people.