The 2022 CX Barrier — Who Will Be Answering Customer Calls?
- Jan 25, 2022 11:24 am GMT
This item is part of the Power Industry 2022 Trends & Predictions - January 2022 SPECIAL ISSUE, click here for more
The world is still working through the COVID-19 pandemic, but the nature of how we work is changing. In 2022 and as we phase into a post-pandemic contact center, the market faces a big question: how to handle increased inbound call volumes when hiring more agents has been made difficult after COVID-19?
At the beginning of the pandemic, call centers around the world saw inbound call volumes spike dramatically, but those high volumes have remained high. With more calls coming in and fewer agents ready to answer those calls it’s no wonder Harvard Business Review found some companies they studied “saw hold times balloon by as much as 34 percent and escalations (calls sent up the chain of command) skyrocket more than 68 percent.”
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