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Sep 23, 2024

 

**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...


Sep 18, 2024

**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...


Sep 4, 2024

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...