CX Operators Need to Confront Imminent Labor Shortage
The global outlook is certainly brighter in August 2021 than it was a year ago. Across many countries, economic re-openings are bringing about a new sense of optimism. However, as these efforts continue, a growing labor shortage is apparent. And, while this impact is being felt across sectors, its potential to disrupt the CX space […]
Contact Center Outsourcers Must Address Attrition Meaningfully
Today’s customer experience environment demands delivery of the best possible outcomes to end-users, and this reality is not lost on executives in the front-office BPO community. However, agent attrition continues to be an issue that afflicts outsourcers everywhere. Until third-party services providers are able to grasp what is causing attrition within their operations, and then […]
Keeping Executive Talent Needs to be an Outsourcer Priority
Good agents foster better interactions with consumers, and keeping such agents around helps call centers succeed. Of course! But this lesson applies with each step up the call center ladder. In today’s market, providers need to examine their own levels of executive churn to see if they can do better at hanging onto the individuals […]