" AS AUTOMATION AND SELF- SERVICE SYSTEMS HANDLE SIMPLER INTERACTIONS, ORGANIZATIONS NEED AGENTS WITH STRONGER INTERPERSONAL AND PROBLEM-SOLVING SKILLS..."
FEATURE
BY BRENDAN READ, CONTACT CENTER PIPELINE; Q & A WITH EXPERT PANEL
ILLUSTRATION PROVIDED BY ADOBE IMAGES
STAFFING AMIDST THE STORM
HOW, IN THE FACE OF IT ALL, CENTERS CAN ATTRACT AND KEEP THEIR EMPLOYEES.
Today’ s economic, political, and social climate can best be described as a full-on storm, what with inflation, costs, unemployment rates and changing labor supply, rising customer expectations, disruptive new tech like AI, and with a torrent of C-suite and government decisions.
Facing the howling winds are contact center leaders who must ensure that their customers are served and engaged with the right numbers of high-quality agents and supervisors, no matter what.
6 CONTACT CENTER PIPELINE
To help contact centers weather this storm, we reached out to a panel of industry experts for their guidance. They are:
• Liz Griffin, Managing Principal, Client Relationships & Growth, The Northridge Group
• Mark Pereira
• Stephane Rivard, Co-Founder and CEO, HiringBranch
" AS AUTOMATION AND SELF- SERVICE SYSTEMS HANDLE SIMPLER INTERACTIONS, ORGANIZATIONS NEED AGENTS WITH STRONGER INTERPERSONAL AND PROBLEM-SOLVING SKILLS..."
-- STEPHANE RIVARD