Published: 23 August 2022
Organizations currently face several macroeconomic headwinds, including rising inflation, a tight labor market and persistent supply disruptions. Customer service and support leaders should use this research to better understand and manage these economic uncertainties.
Historically high inflation coupled with low unemployment will continue to impact service and support leaders’ ability to hire and retain talent.
Increased cost pressure will invite greater CFO scrutiny on investment projects, though the appetite for digital service investments aimed at reducing costs (e.g., self-service and automation) is likely to increase.
Persistent supply constraints will continue to delay orders and raise prices, resulting in frustrated customers that frontline service and support employees must serve.
In the short term, address staffing constraints by hiring in lower cost locations, partnering with outsource providers and/or adopting new staffing models (e.g., gig, part time). In
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