FEATURE
DOCKING CONTACT CENTERS IN TURBULENT SEAS LABOR COSTS, AI, AND WHITE HOUSE POLICIES ARE SHAPING DECISIONS.
Deciding how and where to locate contact centers in today’ s climate is like attempting to dock a ship in rough waters. Such conditions including changing winds and deep, strong currents require the utmost attention to what is going on and considerable skills to navigate the operation successfully into the safe harbor.
With rising customer expectations for superior customer experiences( CXs) and their threat to change companies, reduce spending, and / or make negative social comments about them, it has become even more critical to land quality personnel at the right price. Whether they work on-premise or at home.
To help steer contact centers to make the best decisions about where to dock their agents we reached out to John H.( Jack) Boyd, founder and principal, The Boyd Company, a leading site selection expert. Here is our virtual conversation.
6 CONTACT CENTER PIPELINE
JOHN H.( JACK) BOYD
ILLUSTRATION PROVIDED BY ADOBE IMAGES
WHAT CHANGES DO YOU SEE IN THE DEMAND FOR CUSTOMER CONTACT AGENTS? FOR EXAMPLE, DO YOU SEE AUTOMATION LEADING TO SHRINKING OR SLOWING GROWTH IN THE DEMAND FOR CONTACT CENTER AGENTS?
A: Automation and the use of robotics are a major trend today for companies in a wide range of industries in order to cut labor, benefit, and training costs, and reduce turnover.