**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!