THE FUTURE : SMALLER , SMARTER WORKFORCE ?
CONTINUED FROM PAGE 9
Moreover , while the BLS projects 373,400 openings each year , on average , over the 2022-2032 timeframe , " all of those openings are expected to result from the need to replace workers who transfer to other occupations or exit the labor force , such as to retire ."
"... THE SLOW POPULATION AND ECONOMIC GROWTH MEANS THAT CONTACT CENTERS WILL NEED TO FOCUS EVEN MORE ON RETENTION , SPECIFICALLY RETAINING SKILLED EMPLOYEES ."
-- MOLLY CLARK
Here are the reactions and comments to these reports , the data , and projections from our panelists :
MOLLY CLARK : I think that the slow population and economic growth means that contact centers will need to focus even more on retention , specifically retaining skilled employees .
With growth shrinking in the labor force it will become more difficult to find and hire strong talent , which means that correcting an attrition problem will be more costly . Now more than ever , it is critical that contact center leaders think about and invest in the tools and strategies to retain their talent .
The forecasted decrease in customer service jobs comes as no surprise , as we are seeing automation and AI-enabled operations change the landscape of the contact center . Such technologies are absorbing the high-volume , low-trust interactions , leaving the high-trust , complex interactions to smaller groups of agents .
This means that contact center leaders need to focus on quality over quantity . There will always be a need for agents who can successfully execute the tasks that AI will never be able to do , and these folks are your higher-skilled employees .
"... FILLING THESE VACANCIES ... AMID SLOWING POPULATION GROWTH AND A RAPIDLY AGING WORKFORCE WILL BE
MONUMENTAL . " -- BRENT HOLLAND
BRENT HOLLAND : The slowdown of U . S . labor force growth is startling , from 2.4 % in 1972-1982 , according to the BLS , to the 0.4 % projected to 2032 : an 83 % decline in 60 years . Consequently , the U . S . economy will only add 6.4 million workers between 2022 and 2032 .
Women having fewer children than necessary to sustain the population and having them later in life results in a slow and steady decline in the U . S . population , hence labor supply growth .
The contact center industry is particularly susceptible to changes in the labor force because of high attrition and the ongoing shift toward outsourcing to save money . Contact centers require a steady stream of people to backfill jobs and support growth .
Recruiting and keeping the right people is vital to a center ’ s success and a never-ending challenge . But filling these vacancies even in ideal conditions is difficult . Doing so amid slowing population growth and a rapidly aging workforce will be monumental . And yet , finding people who can interact with technology and provide excellent service is fundamental to delivering an exceptional CX .
"... I FEEL THAT THERE WILL BE A DEMAND FOR WELL-TRAINED EXPERIENCED AGENTS . THOSE WHO ARE EQUIPPED WITH HIGH SOFT SKILLS ... IN CONJUNCTION WITH EMERGING TECHNOLOGY ."
-- MARK PEREIRA
MARK PEREIRA : The key to it all is mundane tasks to be handed off to AI and automation . However , more complex inquiries still need a human touch : to read system data , interpret it , and then simplify that information to a customer , whether on a phone call or in writing .
I do see a world where AI and automation can work alongside humans , creating a better CX by looking at metrics to understand call forecasting , interpreting caller emotions , and providing prompts to agents to assist with challenging calls .
With a decline in population growth , coupled with an aging population , and a decrease in customer service jobs in specific industries with a rise in other sectors such as healthcare , I feel that there will be a demand for well-trained experienced agents . Those who are equipped with high soft skills such as emotional intelligence and conflict resolution , in conjunction with emerging technology .
The future may be uncertain , but it holds potential for those who navigate this intersection of technology and human interaction with foresight and adaptability .
10 CONTACT CENTER PIPELINE