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Contact Centers Must Plan and Operate as if it's a Recession
By strict definition, western economies including the US and Europe are not in a recession. But continued volatility in worldwide markets and trade policy, combined with generational change-agents such as AI and automation, means call center leaders must remain hyper-realistic about meeting work demands, resource requirements and value delivery to the stakeholders they serve. We recently caught up with two industry veterans to get their take on why and how you should prepare and operate as if it’s a recession ‒ even if one doesn’t happen this year.
