The CC/CX Industry Update - Vol 3
James Parkin
CX, CCaaS, AI Global Talent & Training Solutions - Host of The CC/CX Update - Founder of Ellison Coast - fastracx Product Director
Hi,
Firstly I want to start this edition by saying a huge thank you to all 2009 of you that have subscribed to this biweekly newsletter and I'm only on volume 3!!! The feedback so far has been constructive and positive and I've really enjoyed the engagement with old friends and new so thank you all for your support and I will work hard to make this the best one stop shop for recruitment led CC/CX industry news on LinkedIn.
Trends in Market Demand
General Demand for Talent:
With the ongoing news of economic uncertainty, share price drops and political change across Europe and North America it's not surprising that demand for talent has continued to decrease over the last two weeks. I have personally seen service providers putting recruitment on hold as their projects get put on hold and redundancies are coming in some quarters. However there are those companies bucking the trend and those that know a downturn is the ideal time to attract the best talent when your competition cant afford to. Generally speaking the North American market has been far more resilient than Europe and there are definitely more available roles in the U.S.
General Talent Availability:
In North America the talent pool is strong and good people are willing to move for the right package. The market is still quite hot and there are some excellent offers out there for people with the right skills. In Europe the talent market has shrunk as people feel nervous about the economic outlook but this is likely to change as redundancies and company closures take effect in the next quarter so expect a recruitment boom around December as those businesses looking towards a strong 2023 take advantage of the talent available.
Hot Skills in Demand Globally:
News
No interview this week, back to my regular industry news!
Share Prices in Trouble
Anyone in the industry will have seen articles and commentary about Avaya and RingCentral. General consensus is that the reason for these deep drops is not a reflection of the industry position as a whole but I feel the market has been overcooking for at least the last couple of years off the back of C19. Many strong companies will no doubt be caught by similar drops over the coming weeks and maybe months based on various factors including ability to deliver and over valuation but that doesn't mean they wont survive and thrive in future. From a recruiters perspective it will drive movement in the market so we're heading for an interesting time!
Acquisition
Medallia acquired Mindful and this was confirmed this week. This is a big move not just for the U.S. market but the global market and is another one of the marque acquisitions that have defined this year so far.
Events
Contact.io - August 31st till September 2nd - Denver, Colarado.
More than 700 call centre executives, call marketers, entrepreneurs, and technology leaders will be in attendance, giving you great insight from some of the economy’s largest precincts, including financial services, healthcare, home services, telephony, and professional services, and travel and many more. Twitter @thecontactio for more information
领英推荐
Genesys G-Summit UKI 2022 - October 4th - London
I know this one is a while away but I'm just letting you know that I'll be there and I'm keen to meet (and maybe interview on video) people that want to be part of this newsletter. It would be great to talk to a few of you and put something really interesting together for the wider audience so get in touch and we'll set something up!
Talent Attraction and Acquisition - Tips
This edition I want to focus on online advertising for vacancies
Why Advertise?
It seems the logical first step perhaps, to let the world know that you have an incredible opportunity available within your business. However does advertising alone work or is it just part of a project? Do you get ROI with advertising? Where do you advertise? Who is looking at the advert?
Advertising itself is not wrong
I advertise roles all the time, in fact often if you Google "Genesys Jobs" in the UK my Eximius Group adverts will dominate the Google Jobs results. However I do not expect to fill a requirement from these adverts because I know that I work in a passive candidate market (this might change in Europe if there is an economic downturn) where candidates wait to be approached. However, savvy candidates will keep an eye on specific parts on the online job board world as a "toe in the water" and they'll get in touch directly if something peaks their interest. Advertising is therefore just part of a process, it wont generate the top CC/CX talent on its own because they are not looking for it. It serves a purpose of presence for someone like myself but for an internal recruitment team it can just be an unnecessary cost!
ROI
You may have seen many recruiters on LI complaining that companies like TotalJobs have increased their prices by more than double recently and that recruiters are walking away from online advertising due to this cost to sale imbalance. If you're an employer and you pay up front for an advert at this increased pricing with no guarantee of finding a successful hire you must accept that it's a financial risk. I have trained internal recruitment teams at my customers to better use advertising spend (resulting in a lower cost to hire for the businesses) and target the roles they are advertising rather than uploading everything when a proactive search would be far more fruitful and free! Adverts in my opinion have not offered good ROI for some years now as the online marketplace has become more cluttered so use them sparingly and only when proactive methods, or free until hire methods like recruiters, have been used up
Where Should you Advertise your CC/CX roles?
LinkedIn. It's that simple.
Having generated quite a large personal network on this platform and seen your response to something like this newsletter I can categorically say that LI is the best platform to advertised CC/CX roles globally. No specific technology or general recruitment job board comes close to having the network reach (and no, I'm not sponsored by LI for saying this! I'll have plenty of criticism for them in future editions!)
Who Will Contact Me When I Advertise?
Everyone and initially this seems daunting but it's actually a good thing if you are a business that will have ongoing hiring needs over the years and will allow people to work remotely. You may not know who you'll need tomorrow or a month away so creating a network and conversation is perfect, trust me! If you don't have the time to speak to and sift through what could be hundreds of applications then that again is where you're better off spending the money with a successful recruiter who can do it for you and protect/promote your brand effectively. Of course we all hope that the right person is out there and they'll see your advert and get in touch too...it does happen.
Quick Tip: Ask your existing team, colleagues, friends, boss etc. how they found their current role and perhaps their previous one. Data is always good!
Current Hot Requirements
Thank you as always for reading and sharing. James
Engage Lead
2 年Great insight on trends in the CC/CX market James Parkin
Chief Innovation Officer @ Aspect | Strategic Innovation
2 年Great update James For everyone following along, Genesys also has a number of open positions across a variety of roles. Myself included ?? Check out our career postings and if you need assistance please DM me.