Summary

In this conversation, Amas Tenumah and Jeremy Hyde discuss the challenges and dynamics of the contact center industry, focusing on employee attrition, engagement, and the impact of customer behavior. They explore the importance of hiring strategies, employee empowerment, and the future of customer service in the age of AI. Jeremy shares insights from his experience at Sun Country Airlines and emphasizes the need for a supportive work environment and realistic policies to enhance employee satisfaction and retention.

Takeaways

Attrition rates in contact centers remain high, around 78%.

Employee engagement is crucial for reducing attrition.

Customer behavior has a significant impact on employee morale.

Hiring strategies should focus on candidates likely to stay long-term.

Empowering employees requires setting appropriate guardrails.

Policies should be reasonable and customer-centric.

Listening to frontline employees is essential for improvement.

The future of contact centers will involve AI, but human touch remains vital.

Creating a positive work environment is key to retention.

The contact center industry has potential for growth and improvement.

Chapters

00:00 Introduction and Personal Reflections

02:48 Understanding Attrition in Contact Centers

05:36 Challenges of Employee Engagement

08:18 Customer Behavior and Its Impact on Service

11:12 The Reality of Pay and Job Satisfaction

13:50 Hiring Strategies for Retention

16:34 Empowering Employees in Customer Service

19:24 Setting Effective Policies and Standards

22:04 Optimism for the Future of Contact Centers

Linkedin:https://www.linkedin.com/in/hydej/

Arguably the hottest architect in the Salesforce eco system joins the pod.

AI hype is constantly refreshed every few months.

Generative AI can assist in mundane tasks, freeing up time for creativity.

Salesforce's Agent Force is a significant advancement in AI integration.

AI's impact on jobs is complex; it can lead to job reductions but also transformation.

The future of CRM will heavily involve generative AI capabilities.

Businesses need to focus on foundational elements to effectively implement AI.

AI can help knowledge workers by generating initial drafts of content.

The importance of human-AI collaboration in creative processes is growing.

Understanding how to articulate problems is crucial in the AI era.

Personal journeys in tech can be non-traditional and still lead to success.

Chapters

00:00 Introduction and Peak AI Discussion

05:27 Salesforce and Generative AI Solutions

10:39 Personal Insights and Cognitive Extension

16:16 Future of CRM and AI Integration

23:17 Navigating the Messy Landscape of Generative AI

32:16 Personal and Professional Excitement in AI

39:39 Alan's Unconventional Journey to Tech Architect

Linkedin: https://www.linkedin.com/in/amann17/

Book referenced: Supersizing the mind by Andy Clark

Summary In this conversation, Amas Tenumah and Martha discuss the evolving landscape of customer feedback, particularly focusing on surveys and the Net Promoter Score (NPS). They explore the effectiveness of consumer surveys, the original intent behind NPS, and how it has become a tool for benchmarking rather than genuine customer insight. Martha emphasizes the importance of understanding customer behavior and the need for companies to gather meaningful feedback rather than just chasing scores. They also touch on the devaluation of expertise in decision-making and the consequences of poor feedback practices. The conversation concludes with strategies for companies to improve their feedback gathering processes and ensure they are truly listening to their customers. Chapters 00:00 Introduction and Anticipation 01:28 Consumer Surveys: Worth the Effort? 07:03 The Evolution of Surveys and NPS 13:05 The Purpose of NPS: A Shift in Focus 17:26 Martha's Journey in Customer Experience Research 21:37 The Evolution of NPS and Its Challenges 28:19 Rethinking Customer Feedback Mechanisms 31:05 The Importance of Genuine Consumer Feedback 33:59 Valuing Expertise in Customer Experience 39:00 Strategies for Effective Feedback Gathering 44:40 Amas outro.mp4 Martha: https://www.linkedin.com/in/marthabrooke/