From retail to tourism to food service, almost every sector is currently experiencing major labor shortages, and contact centers are no exception. Though contact center technology has revolutionized the way agents are able to work remotely, managers and directors are still catching up when it comes to finding and implementing strategies to balance staffing needs.
One of the sectors that has taken a big hit throughout the labor shortage is childcare. A reduction in available childcare workers has left many contact center agents without adequate care for the kids, forcing them to leave their positions. The labor shortage really is cyclical and one that successful contact centers can’t afford to ignore.
As labor markets become more constrained, wages are skyrocketing in an effort to acquire and retain more employees. Approximately 80% of a call center’s budget is directed towards staffing, which means any kind of increase in wages will have drastic impacts on all contact centers navigating the labor shortage. All these changes are especially difficult to cope with considering the many challenges the pandemic brought about in 2020 and 2021.
Ensure Your Contact Center Thrives Throughout the Labor Shortage
So, what’s the solution? It’s multi-faceted and a little complex, but we’re excited to walk you through it. In this on-demand webinar, Shai Berger, CEO of Fonolo, presents how to handle all the curveballs that come with this labor shortage, and ways you can protect your contact center in the short-term and over time.
Here’s what we’ll be discussing:
- Coping strategies for staffing shortages in the contact center.
- How to safeguard your contact center from high turnover.
- Contact center technology to help manage call volume.
- Plus, so much more.
Who should attend:
- VPs & Directors of Contact Centers
- VPs & Directors of Customer Experience
- VPs & Directors of Customer Service
Shai Berger, Founder and CEO, Fonolo
Shai is the Co-Founder and CEO of Fonolo, a leading provider of cloud-based call-back solutions. As an innovator in the space, Shai is on a clear mission to educate the call center industry on how to improve the customer experience.