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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
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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