Sep 28, 2009
Fewer Seats in the Contact Center
Posted by: Jim Shulkin
Posted by: Jim Shulkin
Just in case there was anyone left that thought the Contact Center industry was immune to the global economic crisis (there isn’t really anybody, is there?), here’s new evidence to think again. In a recent report published by the National Association of Call Centers (NACC), it was determined that for the first time since the organization began collecting employment data in 2004, more contact center jobs were lost (approximately 5,000) than gained (2,500).
Although this shouldn’t come as a surprise to most of us, there are still some industries and specific geographies that have continued to grow through the recession and remain strong. The growth in these industries, and in some cases rampant growth (i.e., medical devices), has in large part been able to mitigate much of the losses of other industries that have been severely hit to show a continued industry-wide growth curve, albeit modest. For the first time in a while however, that’s no longer the case.
The good news is that David Butler, executive director of the NACC, also reports that there is light ahead. See the two key reasons he believes we’ll begin to see more jobs gained than lost again by the end of this year in this article by Chris Musico at CRM Magazine.
Post tags: Contact Center Best Practices, David Butler, Chris Musico, CRM Magazine, NACC
2:17 PM
