The Labor Shortage Is Rewiring Call Centers, Shai Berger

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TADSummit EMEA Americas 2021 The Labor Shortage Is Rewiring Call Centers Shai Berger, CEO Fonolo When you run a call center, agent labor is 80% of your operating cost. So if wages go up, it’s a big deal. Call centers throughout the US are facing exactly this situation right now as part of what is now widely acknowledged as an historic labor shortage. The phenomenon even has its own catch phrase: “The great resignation”. The reasons behind it are still under debate, but businesses are already adjusting. In contact centers, there is a renewed focus on agent retention and recruiting. Projects that previously were not economical now make sense. Bottom line – it’s a good a time to be selling technology solutions to contact center.

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The Labor Shortage Is Rewiring Call Centers, Shai Berger

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