AGENT RECRUITMENT
BY THAD PRICE , TALROO
ILLUSTRATION PROVIDED BY ADOBE STOCK
HOW AI CAN HELP SOLVE HIRING CHALLENGES LABOR MARKET CHANGES MAKE USING NEW TOOLS IMPERATIVE .
The hiring process in contact centers has always been challenging , and recent shifts in the labor market have introduced new obstacles .
In fact , the U . S . Bureau of Labor Statistics ( BLS ) projects that employment for customer service and call center representatives will decrease by 5 % by 2033 . This is being driven by factors such as automation and artificial intelligence ( AI ), self-service solutions , and a broader shift toward digital and omnichannel communication .
From ghosting to high turnover rates , hiring managers face numerous challenges that complicate efforts to build and maintain a stable workforce .
40 CONTACT CENTER PIPELINE
Do Not Fear AI ! While AI could contribute to a long-term reduction in contact center employment , it also offers new opportunities to address common hiring challenges without replacing employees . AI can enhance traditional hiring processes by handling routine tasks or by harnessing trends from previously inaccessible datasets , acting as both a companion and an amplifier for HR teams . I ’ ll present the six most pressing hiring challenges in contact centers today and the potential AI-driven solutions that can help overcome each of them .
AI CAN ENHANCE TRADITIONAL HIRING PROCESSES BY HANDLING ROUTINE TASKS OR BY HARNESSING TRENDS ...