ERC attended and spoke at the inaugural U.S. Call & Contact Center Expo in Las Vegas, Nevada. Workforce issues were a reoccurring theme of the event. Many leaders within our industry touched on common BPO challenges such as employee attrition and skill gaps, highlighting the importance of automation and global shoring solutions to solve for staffing shortages.
ERC’s session on “Developing Top Performing Agents Through AI Conversation Simulation,” in partnership with Zenarate, ERC’s Sr. Director of Client Solutions, Casey Hall, addressed how technologies like AI-powered coaching can increase agent confidence, reduce attrition, and prepare agents to take on a higher tier of work. This will result in agents focusing on the toughest calls, thus requiring more effective coaching strategies.
