Call Center/Customer Service Industry

Presently, there are a variety of trends that are impacting workforce demographics. For example, COVID-19 resulted in the departure of older individuals from the workforce, thereby impacting recruitment and selection initiatives. Our labor force is aging, we have a multi-generational labor force, the Great Resignation is exceptionally real, etc.

Explain and provide 3 examples how of how workforce demographics have impacted the call center industry. Provide specific examples of how demographic changes have and continue to result in organizational challenges and opportunities.

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