A 42% attrition rate coupled with a competitive labor market and a shift to remote or hybrid work environments have spun up a perfect storm for contact center hiring leaders.
Well before recession warnings went mainstream, contact centers were managing the fallout of the “great resignation.” As record numbers of workers left the traditional workforce in 2021 in favor of work-anywhere-anytime gig economy options, contact center leaders were forced to do more with less.
In the recent interview I had with world-renowned futurist, influencer, and thought leader Bernard Marr, we discussed the role of AI in the future of customer experience and the three things that are driving its adoption.
With disposable incomes becoming tighter for many, and recent changes to legislation restricting some collection tactics, it could feel like recovering debt is becoming a more challenging task for businesses.