Navigating the Worker Shortage in the Contact Center

Navigating-Worker-Shortage

The latest trend in the contact center has CX leaders worried — across industries, there is a massive shortage of workers. In a complete reversal from the widespread layoffs that occurred during the coronavirus pandemic, employers are now struggling to attract talent and fill open positions.

As the US continues to recover from the economic implications of the global pandemic, certain technologies have come to the rescue, paving the way for a burgeoning remote workforce, the adoption of AI-powered virtual assistants, and more.

Key Takeaways:

  • Why there’s a shortage of call center agents during a time of relatively high unemployment
  • How to mitigate the impact of an understaffed contact center with conversational AI
  • How the maturation of conversational AI tools enable virtual agents to perform on par with live agents
  • How businesses are accelerating the adoption of digital technologies to remain competitive in a post-COVID environment

Watch This
Webinar

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Brian Morin

Chief Marketing Officer,
SmartAction

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Helena Chen

Director of Product Marketing,
SmartAction

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Sofia Burton

Senior Content Marketing Manager
SmartAction

Navigating the Worker Shortage in the Contact Center

On-Demand Webinar

The latest trend in the contact center has CX leaders worried — across industries, there is a massive shortage of workers. In a complete reversal from the widespread layoffs that occurred during the coronavirus pandemic, employers are now struggling to attract talent and fill open positions.

As the US continues to recover from the economic implications of the global pandemic, certain technologies have come to the rescue, paving the way for a burgeoning remote workforce, the adoption of AI-powered virtual assistants, and more.

Key Takeaways:

  • Why there’s a shortage of call center agents during a time of relatively high unemployment
  • How to mitigate the impact of an understaffed contact center with conversational AI
  • How the maturation of conversational AI tools enable virtual agents to perform on par with live agents
  • How businesses are accelerating the adoption of digital technologies to remain competitive in a post-COVID environment
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