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Las Vegas Convention Center

26th & 27th April 2023

10AM - 5PM WED & 10AM - 4PM THUR

Apr 26 & 27 / 2023

LVCC, Las Vegas

Shai Berger: Speaking at the Call and Contact Center Expo USA

Shai Berger

Co-Founder & CEO  -  Fonolo

A New Reality for Contact Centers: The Labor Shortage is Here to Stay

The sudden shrinkage of the labor force last year was thought at the time to be a pandemic after-shock. But as the trend continues strongly into 2022, the consensus from economists is shifting to something else: The Great Resignation was the start of a rebalancing of power toward employees. Throughout the call center world, this idea is confirmed by signals like rising wages, scheduling flexibility, and signing bonuses.

In an era of scarce agent labor and high wages, how can you maintain your SLAs and CSat levels?