In this conversation, Amas Tenumah and Laurel Poertner discuss the importance of knowledge management in customer support, focusing on the Knowledge Centered Service (KCS) methodology. They explore the challenges of knowledge sharing, the human experience in customer service, and the role of technology and AI in enhancing knowledge management. Laurel shares insights from her experience and emphasizes the need for a cultural shift towards knowledge sharing within organizations.TakeawaysKnowledge is essential for effective customer support.KCS captures knowledge during interactions to improve service.The human experience in customer support remains challenging.Knowledge gaps often lead to customer frustration.Technology can aid in knowledge management but requires human input.Sharing knowledge is a leadership challenge.KCS democratizes knowledge creation across all levels.Sufficient to solve emphasizes timely knowledge sharing.AI and knowledge management will complement each other.Continuous learning and adaptation are crucial in service industries.Chapters00:00 Introduction and Background02:58 The Human Experience in Customer Support06:07 Knowledge Gaps in Customer Service08:54 The Complexity of Knowledge Management12:01 Understanding Knowledge Centered Service (KCS)15:05 Democratization of Knowledge18:04 The Role of Technology in KCS20:57 Success Stories and Internal Impact of KCS24:07 The Future of Knowledge Management and AI Laurel: https://www.linkedin.com/in/laurelpoertner/

Takeaways

Leadership is an evolutionary process that requires continuous learning.

AI cannot replace human empathy and emotional intelligence in leadership.

Integrity is the foundational element of effective leadership.

Mentorship is crucial for personal and professional growth.

Effective communication is key in building strong teams, especially in remote settings.

Technology implementations often fail due to poor planning and data quality.

Leaders must listen to their teams to understand their needs and challenges.

The media and social media have contributed to a crisis of trust in leadership.

A positive workplace culture is essential for employee engagement and retention.

"Leaders are developed, not born."

"You have to listen to your team."

"Find a mentor if you don't have one."

JIm:https://www.linkedin.com/in/jimcarlough/

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/