Third , there ’ s an increase in talent as companies differentiate the customer experience ( CX ), improving their CX numbers . Organizations that can attract the best talent have a better way to differentiate their brands in the market .
Fourth , and the last one , is the rising rate of labor costs . Contact centers have traditionally been viewed as cost centers , and companies need to flip their ideas of what increased labor costs look like .
BRENT HOLLAND
BRENT HOLLAND : Here ’ s my take , based on my understanding of what is happening .
First , contact centers increasingly use AI and machine learning to streamline hiring processes and identify candidates with the right skills and attributes . These technologies analyze large volumes of data from various sources , such as resumes , assessments , and social media , to identify the candidates most likely to succeed .
Second , data analytics help identify factors contributing to employee turnover , allowing contact centers to implement targeted retention strategies .
Third , centers recognize the importance of creating a positive work environment that fosters employee satisfaction and reduces turnover .
Strategies such as flexible work arrangements , career development opportunities , and recognition programs can improve employee engagement and retention . Additionally , contact centers are reportedly investing in employee wellness programs and mental health support to address the unique challenges and stressors associated with contact center work .
Fourth , attracting employees from diverse backgrounds through targeted recruitment and inclusive workplace policies , such as creating a more inclusive environment , can improve the CX .
Fifth , contact centers are exploring alternative recruitment and retention strategies to address the changing nature of work . Remote and blended work options are reportedly still gaining popularity , even with the return-to-office ( RTO ) conversations , as they allow contact centers to tap into a larger talent pool and provide employee flexibility to provide a superior business-growing CX .
Moreover , although not necessarily new , more contact centers are experimenting with gig economy models , where individuals can work freelance or contract , providing flexibility for both the contact center and the workers .
MARK PEREIRA
MARK PEREIRA : Here are a few trends I ' ve noticed :
• Experienced agents today are skilled and discerning , carefully choosing their employers .
• To make informed decisions , agents are turning to social media and to job boards , such as Indeed , for research on companies and job opportunities .
• In cases where social media provides insufficient information , agents actively seek answers by engaging with call and contact center groups . These inquiries often revolve around the company ' s reputation , the interview process , and the specific tasks .
As a result , companies have a unique opportunity to shape the narratives around their recruiting and retention efforts ; when companies treat their agents well , their agents become walking talking billboards to attract and retain good talent . Further , when your agents have a referral bonus , they will shout from the rooftops that you ' re hiring .
Agents prioritize two key factors when looking for a call or contact center to join . One , decent pay ( based on the city and state ). Two , the ability to work-from-home ( WFH ) or a role where they may need to come into the office once a month .
While agents value benefits , work-life balance , and provided equipment , these factors typically come after the top two on their checklist .
Also , to reduce instances where agents may not attend a video interview due to their lack of technology literacy , recruiters should provide simple and easy-to-follow instructions for using any video platform . This will help agents feel confident and ensure they do not miss out on an opportunity due to technological challenges in our digital age .
" EXPERIENCED AGENTS TODAY ARE SKILLED AND DISCERNING , CAREFULLY CHOOSING THEIR EMPLOYERS . "
-- MARK PEREIRA
AI-DRIVEN CHATGPT , LIKE GENERATIVE AI , HAS BURST ON THE SCENE . WHAT IMPACTS AND IMPLI- CATIONS , IF ANY , WILL IT HAVE ON THE DEMAND FOR AGENTS , AGENT TURNOVER , AGENT RECRUIT- ING , ASSESSMENT , AND LABOR COSTS , INCLUDING WAGES , BENEFITS , RECRUITING , AND TRAINING ?
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