FROM THE PIPELINE
STAFFING
PAGE 32
LINDA HARDEN PUBLISHER , CONTACT CENTER PIPELINE
As I sit here reviewing the April issue prior to publication , I marvel at all the external factors affecting our centers today . Since the pandemic , there has been a scramble to move our agents home to work . I appreciate Jack Boyd ’ s thoughts in our Feature this month on determining site selection for our centers given our work-from-home ( WFH ) policies and how that impacts our decisions .
DISRUPTION AHEAD FOR THE CONTACT CENTER WORKFORCE – PART 1
DECLINING LABOR SUPPLY POSES CHALLENGES AND HOW TO OFFSET THEM .
BY BRENT HOLLAND
KNOWLEDGE MANAGEMENT
PAGE 50
Also in this issue , Leslie discusses how we connect with remote colleagues through email . Mark ’ s perspectives on strategies for managing remote call center teams helps us navigate this remote transition . And , I love Eric and Shane ’ s article on how we nurture friendships in our new era .
Sure , the pandemic has had a huge impact . There are many other external factors such as inflation , new mandates for minimum wages , shrinking labor forces and so much more affecting our centers . I always thought we had enough of our own internal challenges in our centers , but now we need to deal with many more external factors .
In 2023 there were a record 28 weather and climate disasters . As we continue to see these extreme weather events occur , we need to ensure we have done all that is necessary to update disaster recovery plans given our new WFH policies .
THE NEW FACE OF KNOWLEDGE
MANAGEMENT
HOW AI , LLMS , AND VECTORIZATION HAS CHANGED KM .
BY ALAN RANGER
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