During a recent CCNG Town Hall I discussed with members the strategies and incentives contact centers are using to address a very challenging labor market. Our discussion included topics such as (1) What strategies and incentives are contact centers using to address a very challenging labor market? (2) What are applicants telling employers, and what will be necessary to keep top talent moving forward? (3) How do you plan to fight the battle for talent in the new world of work?
As we began our discussion, I shared an analogy of this recruitment issue to a Tsunami — the water has been sucked out to sea and we are looking at the sand that is left, leaving us to scratch our heads, not really understanding what is about to hit us.
The individuals and organizations participating in the discussion were able to share their current state with recruiting new team members and retaining existing employees. We discussed what we are seeing within our organizations with regards to the recruitment Tsunami and highlighted what some companies have done to pull away from off-shore models back to on-shore models. We also shared some of the challenges faced as organizations have worked to implement this new model.
It was great to learn that all members have experienced similar circumstances and that we are not alone in this endeavor. As I see it, the true value of CCNG Town Hall events is the peer led discussions around what other organizations have done to stop this Tsunami. Some great ideas were generated and they sparked a lot of discussion. I have personally taken some of these ideas back to my recruitment and training teams to understand if any can be implemented within my own organization. There is so much more to be said on this topic, and it is apparent we only scratched the surface.
Jason is the RTS Operations Director US Region with Baxter Healthcare Corporation, a multi-year CCNG member and regular contributor to CCNG programs.
