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Contact Centers Outlook

Contact center employment increased from 2012 to 2016 across the United States. Contact center users remain a top viable option for the increasing amount of large retail vacancies entering the market. Digital disruption is shifting the focus toward skilled labor throughout North America, as multi-channel presence expands. Contact center users and providers will pay close attention to technology on the horizon with the potential to impact services and the nature of work.

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Themes

Digital disruption

What latest technology is currently being used and how is it affecting the nature of work at contact centers? What is the potential for new technology?

View digital disruptions
Technology What it does Disruption Opportunity
Robotic automation
Leads users through initial prescreening and simple Q&A via robotic and computer programs Stands to decrease the manpower required to solve rudimentary problems and answer basic questions, which better allocates human capital toward more complex issues
Artificial intelligence
Emerging software innovation that enables computer learning and technology to draw connections between vast amounts of data and content Leaps in AI technology will create better customer experiences driven by data, insights, and past interactions -creating more efficient and effective communications
Blockchain
Digital and decentralized record of transactions, secured with cryptography Potential to reduce time and effort in processing and securing transactions; enables greater data transparency


Retail adaptive reuse

By year-end 2017, there was 12.5 million square feet of vacant retail department space, up from 8.5 million square feet in year-end 2012. Contact centers remain a top viable option for these spaces due to large open floor plates, high parking ratios and nearby amenities.

Explore the map below to see where retail layoffs occurred from 2016 to 2017 and where opportunities await.



Employment trends

Employment and wages for customer service representatives increased across small and large MSAs in the United States from 2012 to 2016. The Bureau of Labor Statistics estimates employment will increase by 5.0 percent by 2026.

Explore the map below to find out where employment and wages are growing.

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