The current hiring crisis across the US labor market has left many BPOs / Contact Center Operations running on fumes, human resource fumes that is. Not only has the 'job' location shifted from onsite to virtual to hybrid operationally.
This new normal has challenged an already challenged industry where starting wages are low, role complexity has increased and focus on Customer Experience has become one of, if not the primary KPI. This is impacting across core business functions from HR to Finance to Operations. How is this impacting your business?
Now the interesting part.....the intersect of a digital workforce to not only supplement this resource gap, rather accelerate business outcomes (i.e. increased CSAT, lower AHT, Agent Experience) and redeployment of human resources to focus on delivering against core initiatives. What is your perspective on this concept?
Let the discussions begin!
------------------------------
Jann Gorske
North America Telecommunication & Utility Practice Lead
Blue Prism
America/Denver
------------------------------
Jann Gorske
North America Telecommunication & Utility Practice Lead
Blue Prism
America/Denver
