The great resignation is impacting contact centers immensely from agent attrition to the speed of onboarding. The tables have turned in the labor market. With over 11.3 million job openings and only 6 million unemployed workers in the workforce, for the first time there’s a tangible labor shortage. The truth is generational cohorts are aging out of the workforce, and future cohorts bring the great “never applied in the first place”.
This issue promises to test and tax the resiliency of our systems today like never before and will only be exacerbated from one generation to the next, as we see paradigm shifts like what we saw with the Gig Economy. Traditional investments have historically been made in new-hire training and post-call quality and coaching.
The recent McKinsey & Company 2022 State of Customer Care Survey found that customer care is now a strategic focus for companies. Respondents say their top three priorities over the next 12 to 24 months will be:
Join Zeus Kerravala of ZK Research and Vijai Shankar of Uniphore on how you can leverage existing investments and Conversational AI to attract, retain, and decrease the time to value of your most valuable human assets, thus turning the Great Resignation into a great opportunity for the future.
Founder and Principal Analyst @ZK Research – Search Unified Communications
Kerravala provides a mix of tactical and long-term strategic advice to constituents, including end-user IT and network managers; vendors of IT hardware, software and services; and the IT investment community. Prior to ZK Research, Zeus Kerravala was a senior vice president and distinguished research fellow with Yankee Group. Before Yankee Group, Kerravala had a number of technical roles, including a senior technical position at Greenwich Technology Partners (GTP). He has held numerous internal IT positions, including vice president of IT and deputy CIO of Ferris, Baker Watts and senior project manager at Alex. Brown and Sons Inc. Kerravala is heavily quoted in the business and technology press, and is a regular speaker at events including Interop and Enterprise Connect.
Vice President, Product & Growth Marketing @ Uniphore
Vijai Shankar brings two decades of enterprise marketing experience as Vice President of Product and Growth Marketing at Uniphore. At Uniphore, Vijai leads the global product marketing, demand generation, field marketing and marketing operations teams and drives the strategic initiatives relating to market positioning, differentiation, and revenue growth. Before Uniphore, Vijai held senior marketing roles at Xactly, 247.ai, Kony and Genesys.