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.
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?
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 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.
Executive Vice President