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Overcoming CX Labor Obstacles


Ross Duff is Senior Vice President of Operations of HGS, a global leader in outsourced business process management services.

Article originally published on Contact Center Pipeline
By Ross Duff

A leading CX BPO reveals industry secrets.

In restaurant and shop windows across every North American city hastily handwritten signs are appearing saying “The whole world is short-staffed. Please be kind to those who show up.”

And, although service is delivered from office and at-home settings, a staffing shortage in the customer experience (CX) industry also lurks.

In September 2021, U.S. unemployment rates tumbled to 4.8%, practically back to pre-COVID-19 levels. According to Forrester, “For some demographic groups—particularly those lower down the socioeconomic ladder—unemployment rates are lower than some economists imagined possible.”

A simple LinkedIn scan yields 119,000+ “call center representative” jobs advertised in the U.S. and 8,000+ in Canada. Broaden the search to “customer service jobs” and there are another 72,000 jobs unfilled.

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