Amas talks is an episodic podcast series that covers self improvement, business, philosophy and much more. Come here great stories that will inspire you and educate you.

Listen to the Contact Center Show to learn how the world’s best run their contact centers.

You hate waiting in line or on the phone for customer service. There have been plenty of shows about customer service, that all seem to offer "secrets" to improve customer service. This is not that show. Amas Tenumah focuses on Why customer Service is so broken and gives you the secrets to get around it.

Leader of a team of strategist, artists and technologist focused in transforming end to end service & AI powered by Salesforce, CCaaS, hyperscalers + other platforms

Sales, Product and Technology strategy lead for Amazon's autonomous retail business in North America

Digital Training for the modern Human.

Amas Tenumah is a world renowned Customer Service expert who specializes in helping you emotionally connect with your employees and customers to build loyalty.Author of 4 books, who brings his experiences in both business and his personal life to establish a modern understanding of the secret to living life with joy at home and at work, regardless of external circumstances.​

You hate waiting in line or on the phone for customer service. There have been plenty of books about customer service, that all seem to offer "secrets" to improve customer service. This is not that book. I instead want to focus on Why customer Service is so broken and give you the secrets to get around it. Customer service is bad by design. Your bad customer service is not random, it is intentional. Customer Service is universally terrible, this is not an opinion. You do not have to believe me, I am saying it is raining outside and you can simply look out the window.I spent two decades helping dozens of your favorite brands with customer service. You will laugh, get mad all over again at some of the conversations I have had with executives around customer service. I name names, expose Customer Service nightmares from Travel, to Cable, Walmart, fast food and so much. I also provide you with how to get around bad service and offer radical thinking to reset customer service.

We are in the age of the empowered customer. There are more and more customer choices, greater and greater demands on organizations. Your Customers want to contact you utilizing an ever-growing number of channels, but still expect a continual and contextual conversation with you throughout their journey. The expectations from your customer is no longer to just resolve their issues on the first try, but instead to anticipate their next need. The stakes for customer facing organizations are getting higher and higher. Fortunately, there are more opportunities today to delight customers than at any time in history. 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. The Curated Experience: Engineering Customer Service to Build Loyalty teaches us that it is about intentionally crafting a better Customer Experience.

The things that ails us all are anxiety, fear, grief, and practicing Stoicism is an immunization to all of those things. It is not about a state of stoic non feeling but the presence of Stoic Joy. The pursuit of more is a trap, the chase of happiness ends in temporary happiness, that ends in you chasing more happiness. The things that ails us all are anxiety, fear, grief, and practicing Stoicism is an immunization to all of those things. It is not about a state of stoic non feeling but the presence of Stoic Joy.

Imparted rationale, strategy, and guidance to client executives focused on transforming Contact Center and Field Service business operations into a cloud-based customer experience solutions (CRM & CCaaS). Derived benefits could reduce reliance on internal IT support and lower overall costs by purchasing only required technology. Client list extends to Ikea, AmerisourceBergen, Caxia Bank, State of Rhode Island, Samsung, Caterpillar.

Consulted with clients about feasibility and implementation of digital cloud solutions to reorient Contact Center operations using Salesforce CRM software and applications to continually connect clients with customers. Met with executives and stakeholders from many organizations including PepsiCo, Lyft, USDA, Caterpillar. High level involvement with demand generation marketing initiatives, sales support, guiding overall customer experience strategies, as well as building a technology roadmap and ongoing support to effect a complete transformation for client.

Responsible for multiple contact center performance, people process and technology.

Governed Sales, supply chain and Service operations; P&L accountability. Delivered a low effort focused customer experience for Teleflora and FIJI Water companies. Recruited and developed a high-performance team of customer experience professionals; mentored existing leaders in a philosophy change to a customer-centric approach. Regularly interfaced with consumers and visited retail florist owners to solicit feedback useful in devising supply chain refinements, targeting training efforts, and desired technologies and/or process improvements.● Conceived and launched a customer communication access strategy that consisted of voice,email, social, and chat capabilities for seven contact centers on three continents supporting 16K retail florists.● Compiled business case for a CRM initiative and obtained $13+ M to invest and launch IVR,ACD, call recording, data warehouse, CIT technology, effectual cradle-to-grave reporting,dashboard, and BI technologies. Reconstructive modernization aided business decision-making,delivered increased customer satisfaction, and secured a competitive position in the flowertelemarketing space.● Designed a unique marketing strategy turning ‘Mystery Shopper’ program into a crowdsourcingeffort. Encouraged consumers to send photos of received bouquets that assisted productquality/service monitoring. Netted annual savings of $340 K, encouraged florist compliance by25% , and lowered consumer complaints by 28%.● Raised annual revenue per call by 15% points, reduced cost per contact by 29%, and improvedcustomer loyalty by 10% over a five-year period.● Created predictive model showing customer deflection; actualized proactive contact by theSaves Team resulting in annual savings of $140 K.

Launched a new $10M contact center responsible for sales and customer experience for consumers and small to mid-size businesses. I set up the sales and service teams of about 200 responsible for $50+m/Year in revenue

Developed a voice recognition software targeted at the customer service Industry

Responsible for $40 million/year in revenue—my team took inbound sales calls and converted them into DirecTV customers. During my time there my team was 1st or 2nd enterprise wide in conversion. I also successfully launched the first Work at Home program there with 300 employees.Co-led a study of call center attrition and ultimately the Execution of a robust retention program that produced a predictive model for identifying job fit. The result was reduction of the first 90 days by 50% which drove overall annual attrition down 30% points and a data driven process that was institutionalized at the organization.

Focused on the Direct to consumer business

Consultant for Telemarketing firm