Summary

In this episode, Amas and Bob discuss the complexities of hybrid work, particularly in the context of contact centers. They explore the evolution of remote work, the challenges of engaging employees in a hybrid environment, and the strategies leaders can implement to ensure success. The conversation highlights the importance of digital communication, effective training, and the need for organizations to adapt to the changing expectations of the workforce, especially among younger generations.

Takeaways

Hybrid work presents unique challenges for leaders.
Effective communication is crucial in a hybrid environment.
Training and coaching must adapt to hybrid models.
Employee engagement strategies need to be rethought for hybrid teams.
Digital-first approaches can enhance remote work experiences.
Management by walking around is still important, even remotely.
Organizations must be ready to support hybrid work effectively.
The future of work is influenced by generational expectations.
Contact centers are lagging behind in remote work adoption.
Success in hybrid work requires careful planning and execution.

Chapters

00:00 Introduction to Hybrid Work Challenges
02:56 The Evolution of Remote Work
05:56 Navigating Hybrid Engagement
12:03 Key Strategies for Hybrid Success
16:05 Future of Work and Generational Expectations

**Key Highlights:**

1. **Introduction:**
- Bob enjoys the banter with Amas about customer service challenges.

2. **Sister's Experience:**
- Amas shares a story from his sister about difficulties in returning items, highlighting widespread customer service frustrations.
- Discussion shifts to training as a core issue in service quality.

3. **The Training Debate:**
- Bob emphasizes that training isn't just a simple problem; it encompasses various methods (classroom, online, interactive).
- The importance of hiring effective trainers with strong facilitation skills is noted.

4. **Expectations vs. Reality:**
- Unrealistic expectations on agents’ knowledge vs. what’s feasible in training are discussed.
- Example from Bob’s experience with product training illustrates gaps in knowledge expectations.

5. **Realistic Training Goals:**
- Focus should shift from rote memorization to understanding concepts and finding information.
- The need for open-book assessments and emphasis on problem-solving skills.

6. **Importance of Context:**
- Understanding the “why” behind questions is crucial for effective customer interaction.
- Agents should connect with customers rather than just provide scripted answers.

7. **AI’s Role:**
- AI can aid in information retrieval but cannot replace the need for agents to engage with customers on a deeper level.

8. **Living Training:**
- The best training comes from real-life experiences, not just theoretical knowledge.
- Importance of “nesting” (support after training) for new agents to apply what they’ve learned.

9. **Closing Thoughts:**
- Bob quotes Ben Franklin: “Tell me and I forget. Teach me and I remember. Involve me and I learn.”
- Both hosts encourage listeners to consider how to improve training practices.

10. **Live Podcast Announcement:**
- Bob and Amas will be at the ICMI show in Orlando from October 21-25.
- Listeners are invited to join, engage, and share their thoughts during live recordings.

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**Podcast Summary: Tackling Contact Center Attrition**

In this episode, Amas and Bob dive into the persistent challenge of attrition in contact centers. They reminisce about Amas's experience running a center in the mid-2000s, where the attrition rate hovered around 7-9%. Surprisingly, even after 15 years, the current rate remains about the same. They explore whether this issue is truly fixable and discuss the implications of attrition rates comparable to those in retail environments.

Bob emphasizes the importance of analyzing data beyond just averages to identify specific areas of concern. He points out that while some centers perform well, many still struggle with high turnover. They agree that rather than relying on superficial employee engagement tactics like pizza parties, contact centers should focus on improving the job itself and fostering trust between employees and supervisors.

Amas shares a personal anecdote about an employee who preferred working at McDonald's due to lower stress levels, prompting a conversation about the real factors affecting job satisfaction. The duo highlights the need for contact center leaders to rethink their approach to employee experience, advocating for genuine relationships and understanding the needs of their teams.

Bob suggests actionable steps for supervisors to build trust, including knowing employees' names, recognizing their strengths and areas for improvement, and understanding their personal passions. They conclude by stressing that relationships are key to employee retention and satisfaction.

Tune in to hear insights on creating a positive work environment in contact centers, and learn how to shift the focus from temporary perks to meaningful change.

In this episode, Amas and Bob dive into the ongoing struggle with knowledge management in contact centers—a problem that's been around since the Clinton administration. Despite years of technological advancements, knowledge management remains a significant challenge, with many customer service representatives still struggling to find the right information quickly.

Bob shares his optimism about the potential of generative AI to revolutionize knowledge management by aggregating and analyzing data from various sources. However, both Amas and Bob acknowledge that while AI could improve information retrieval, the real challenge lies in the human and process side of things. The discussion explores the conflict between relying on AI to provide information and trusting human agents to apply judgment in delivering that information to customers.

They emphasize that AI should be used to augment knowledge workers, not replace them, particularly in the tedious task of keeping content up-to-date. The episode wraps up with the idea that AI could help reduce the noise in the information agents must sift through, making their jobs easier and more effective.

Listeners are encouraged to understand AI's capabilities and integrate it into their contact center operations, focusing on how it can help manage and improve knowledge over time.

***Episode Highlights:**

1. **In-Person Events vs. Online Meetings:**
- Amas and Bob discuss the value of attending in-person events in an era dominated by virtual meetings. They argue that face-to-face interactions foster deeper connections, networking, and learning opportunities that virtual settings can't fully replicate.

2. **The Importance of Networking:**
- Bob emphasizes the benefits of meeting new people at events, sharing experiences, and learning from peers. He suggests that these interactions can offer fresh perspectives and solutions to common challenges in the industry.

3. **The Power of Human Connection:**
- Amas reflects on how he met Bob at an ICMI event in 2007 and how their professional relationship blossomed into a strong friendship. This wouldn't have been possible without attending an in-person event.

4. **Exciting Announcement - Live Podcast at ICMI Expo:**
- Amas and Bob are taking their podcast live to the ICMI Contact Center Expo in Orlando, October 22-24. They will host four live shows from the expo floor, providing an opportunity for attendees to interact with them, ask questions, and participate in discussions.

5. **Engagement Opportunities at the Expo:**
- Attendees can meet Amas and Bob, engage in debates, and share their thoughts on various topics discussed on the podcast. There will be opportunities to challenge the hosts and hear from special guests, including vendors and speakers.

6. **What to Expect from a Live Podcast:**
- Bob explains that a live podcast involves real-time interaction with an audience, creating a dynamic environment that differs from their usual recording setup. They will host conversations, engage with attendees, and bring a lively atmosphere to the expo floor.

7. **Join Us in Orlando:**
- Amas and Bob invite listeners to join them at the ICMI Expo in Orlando. They offer a discount for registration and encourage attendees to subscribe to the podcast for more updates and fun discussions.

**Call to Action:**
- Subscribe and listen to full episodes of "The Contact Center Show" on Apple, Spotify, or wherever you get your podcasts. Join Amas and Bob live at the ICMI Expo in Orlando for engaging discussions and networking opportunities.

**Note:** For those interested in attending, visit the expo floor booth located at the back left side to meet the hosts and participate in the live shows!

In this episode of the Contact Center Show, co-hosts Bob Furness and Amas reconnect to discuss the evolving landscape of contact centers, focusing on the challenges faced by agents in today’s complex work environment. They delve into the increasing isolation that many agents experience, particularly with the rise of remote and hybrid work models. Amas and Bob emphasize that while technology plays a significant role in the industry, it cannot replace the critical need for human connection and empathy in the workplace.

The conversation highlights the importance of maintaining strong relationships between managers and their teams. Bob points out that many contact center employees feel disconnected from their supervisors, which can lead to feelings of loneliness and disengagement. He stresses the need for managers to be proactive in fostering these connections, whether through regular in-person interactions or creative use of digital tools like Teams.

Amas adds that despite the convenience of digital channels, voice interactions remain crucial for building customer loyalty. The hosts argue that contact center leaders must prioritize the agent experience, ensuring that employees feel supported and valued, especially when dealing with challenging customer interactions. They also touch on the broader implications of workplace relationships, citing studies that show employees are more engaged and satisfied when they have meaningful connections at work.

The episode concludes with a call to action for leaders to rethink their approach to management in the contact center, prioritizing the human element in an increasingly digital world.

Welcome back to the Contact Center Show! Amas and Bob kick off a new season with a dynamic conversation about the state of contact centers and the experiences of contact center agents.

**Amas:** "Bob, it’s so good to see you again. How have you been?"
**Bob:** "I’m doing well, Amas. It’s great to be back in front of the mic."

The duo dives into the evolving landscape of contact centers since their last discussion in 2023, particularly focusing on the impact of AI technologies like ChatGPT on agents’ experiences. Amas shares his observation that while technological advancements have been significant, the core issues agents face, such as job complexity and attrition, persist.

**Bob:** "High attrition and job dissatisfaction remain problems. AI has made some jobs easier, but for many agents, the work has become more complex."

They discuss the disparity between large organizations that have successfully integrated AI to improve agent workflows and smaller companies that are still catching up. Bob emphasizes the importance of addressing the agent experience directly rather than solely focusing on customer-facing technologies.

**Amas:** "We need to shift our focus back to improving the agents' work environment and overall experience."

The conversation concludes with practical advice for contact center leaders: engage with your employees, understand their daily challenges, and explore how AI can support rather than replace their roles.

**Bob:** "Talk to your employees. Understand their pain points and think about how technology can truly help them."

**Amas:** "Take care of your people, and they’ll take care of your customers."

Tune in to this insightful episode for more on enhancing the contact center agent experience, the role of AI, and practical tips for leaders in the industry. Don’t forget to subscribe and share the show with your friends. Until next time!

Hosts: Amas and Bob

Topic: The evolving landscape of contact centers and the impact of AI technology.

Key Points:

1. Introduction:

   • Amas and Bob reunite to discuss the future of contact centers, emphasizing their long-standing involvement and passion for the industry.

2. Industry Predictions:

   • Amas shares a pessimistic view from a major IT consulting CEO predicting the demise of call centers due to advancements in AI and technology.
   • Bob counters with optimism, likening the prediction to the exaggerated reports of Mark Twain’s death, asserting that contact centers will not disappear but evolve.

3. Technological Evolution:

   • Bob and Amas reminisce about past technological advancements (IVR, the internet, social media) that were supposed to reduce the need for human agents but ultimately did not eliminate the necessity for human interaction.
   • Amas highlights the continued growth in phone calls despite these technological changes.

4. Impact of AI:

   • Bob acknowledges AI’s potential to transform the contact center experience for both agents and customers but believes human agents remain essential due to the complexity of certain problems.
   • Amas emphasizes that AI should be viewed as a tool to enhance customer service rather than a replacement for human agents.

5. Future Outlook:

   • Both hosts agree that while AI will change the contact center landscape, it won’t make it obsolete. They predict AI will help improve efficiency and customer service but stress the importance of human involvement.
   • They advise contact center agents to stay informed and educated about AI advancements to remain valuable in their roles.

6. Advice to Listeners:

   • Amas urges listeners to focus on how AI can improve customer experiences rather than solely seeking cost-cutting measures.
   • Bob encourages agents to embrace learning opportunities about AI to better adapt to the upcoming changes.

7. Closing Thoughts:

   • Amas and Bob conclude with a call for humility and caution against overconfidence in predicting the future of technology.
   • They sign off with philosophical wisdom, quoting Socrates on the importance of focusing on building the new rather than fighting the old.

Conclusion: The podcast wraps up with a reminder for listeners to subscribe and share, promising more insightful discussions on the future of contact centers.