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.