ILLUSTRATION PROVIDED BY ADOBE STOCK

AHEAD FOR THE CONTACT CENTER WORKFORCE – PART 1 DECLINING LABOR SUPPLY POSES CHALLENGES AND HOW TO OFFSET THEM .

BY BRENT HOLLAND , INTELLIANTE

32 CONTACT CENTER PIPELINE

While next-generation CX technologies , like artificial intelligence ( AI ), augmented reality , and the metaverse are exciting , they disregard the most important part : the human touch .

Consumers want to interact with people today and tomorrow . According to PWC , despite the widespread adoption of AI tools , 82 % of U . S . and 74 % of non- U . S . consumers want human interaction in the future . These data show the importance of bringing people and technology together to deliver fast , convenient , and friendly service .

Every contact center recognizes the value of exceptional customer-facing employees . However , recruiting and keeping the right people is a longstanding challenge that will worsen exponentially over the next decade . It is a major concern for contact center operators , as described in TTEC ’ s 2022 Annual Report :

“ If we cannot recruit and retain qualified employees to respond to client demands at the right price point , our business will be adversely affected ” ( p . iii )

THE CHANGING NATURE OF THE LABOR FORCE

In Part 1 of this article , I discuss macro population and labor force trends , including government policies , that will ultimately shape the availability and cost of contact center employees . But one thing is clear : the nature of the labor force is changing rapidly .