In the small contact center, one person calling out sick can wreak havoc on service levels. And for contact centers of any size, agent attrition remains a top challenge. Looking for a few ways to reduce both absenteeism and attrition? Here are 11 tips from the most recent #ICMIchat. For more tips, as well as insight on quality monitoring, self-service, and more, check out the full chat recap. Erica Strother Marois is the Community Strategist at ICMI.