Workforce trends shaping 2022: How to Overcome the Great Resignation
Workforce Trends Shaping 2022 : How to Overcome the Great Resignation
- Welcome note
- Opening Keynote speech by WFM / Industry Leader
- Tech Keynote :
- Tech Show speech :
- QUIZ :
- Roundtable :
- Event Conclusion
Executive Summary :
A global re-evaluation of what constitutes meaningful work has brought us to a time many are calling “The Great Resignation.” The trend has further challenged contact centers already in the throes of pandemic-driven staffing and customer service issues. According to the U.S. Labor Department, more than 4.5 million people voluntarily left their jobs in November of last year. That was up from 4.2 million in October and was the most in the two decades that the government has been keeping track.
Workforce management (WFM) has never been more difficult for contact centers as the available pool of qualified agents shrinks and the risk of training new employees comes with the possibility they will quickly become dissatisfied with monotonous work and eventually resign. The WFM challenges of 2022 are accelerating the need for innovation in the contact center. It’s imperative that every stakeholder in your organization’s customer service operation takes a step back to reassess how they traditionally addressed WFM.
The events of the past couple of years took a strange, unexpected toll on the labor market. During the lockdown, unemployment was high, and workers clung to their jobs. However, now that things are getting (somewhat) back to normal, a significant percentage of American workers have decided not to go back to work.
In fact, the Bureau of Labor Statistics recently reported that 2.9% of the workforce walked away from their jobs in August of this year; some to take different jobs and some to leave the labor pool altogether. So, not only are people not re-entering the workforce, but they’re also actively leaving it.By now, most of us have experienced the labor shortage as consumers. Employers are also more than likely feeling the pinch of what's been dubbed the "Great Resignation." A survey conducted by Fortune and Deloitte revealed that 73% of CEOs believe "a labor/skills shortage is the most likely external issue to disrupt their business in the next 12 months."
The contact center industry is used to battling high turnover rates and the struggle of attracting and retaining talented agents. But current labor market conditions promise to create challenges never experienced before. To weather the storm, a best practice for organizations is to creatively improve the contact center agent experience and take other measures in order to attract and retain skilled employees.
Learning and Takeaways from the event:
- Moving always from Traditional solutions to advance thinking and solution relevant to current business needs and situation in the labour market
- How WFM Tech Uniquely position to help reduce Attrition & retain agents via enhanced flexibility
- Gig economy on the rise, a better solution for future of talent readiness
- Get to know how Retention” rather than “Attrition” - 77% of retention issues are addressable
- What are the Lessons can contact center leaders learn from The Great Resignation?
- How to Protect the contact center from the effects of the Great Resignation and prevent employee attrition
The great resignation is a real phenomenon that may profoundly affect your contact center
This is clearly a job seeker's market. The labor shortage creates a situation where workers can jump from job to job as they chase higher wages, better benefits, better work/life balance, an employer that's highly focused on social issues, and other things a person might value in their job environment.Additionally, the proliferation of remote work has opened up more employment opportunities for workers. Job seekers no longer have to look for an opportunity within a specific radius from their home. Their employer and manager can be located halfway around the world.
These factors mean that in addition to challenges recruiting and keeping agents, contact centers may also experience difficulty with mid-level position turnover, such as supervisors, trainers, and workforce analysts. In the current job market, mid-level employees may be more likely to job shop, and their positions can be more difficult to fill than those of agents due to a demand for more experience and a more technical or managerial skillset. Contact centers may also face higher operating costs as they increase wages and benefits to attract and retain employees. 50% of CEOs say their businesses have increased employee pay in an effort to strengthen their appeal as an employer.
Who should attend the event :
- WFM Leaders and Professionals
- Operation leaders and Managers
- Customer experience leaders
- Finance leaders and Managers
- HR & Learning Leaders and Managers
Tuesday/ 12th April' 2022