CONTACT CENTER ECONOMICS
BY CLOUD TECH GURUS
ILLUSTRATION PROVIDED BY ADOBE STOCK
WHY RECESSION PLANNING SHOULD START IN THE CONTACT CENTER
ECONOMISTS ARE SOUNDING THE ALARM.
Recent developments— including a new wave of tariffs on goods from China and other nations— have sharply increased the likelihood of a U. S. recession. Analysts from J. P. Morgan, Goldman Sachs, and others have revised their forecasts, with many now placing recession odds between 45 % and 60 %.
The signs are showing up everywhere:
• Freight volumes are dropping
• Container traffic from Asia is slowing
• Consumer spending is weakening
• Manufacturers are reporting fewer new orders
While the specific outcomes vary by industry, one thing is clear: organizations are entering a period of uncertainty where cost control will take center stage.
THE CONTACT CENTER PRESSURE POINT
When markets tighten, budget reviews get sharper. For many companies, the contact center becomes a major focus- not because it isn’ t delivering value, but because it’ s one of the largest operating costs.
THE GOOD NEWS IS THAT MODERN CONTACT CENTER TECHNOLOGY PROVIDES SMARTER WAYS TO MANAGE EXPENSES.
12 CONTACT CENTER PIPELINE