The CC/CX Industry Update - Vol 5
James Parkin
CX, CCaaS, AI Global Talent & Training Solutions - Host of The CC/CX Update - Founder of Ellison Coast - fastracx Product Director
Hi Everyone,
Wow this edition is one for the record books with an exceptional interview video focused on getting your candidate on boarding process right, a breaking financial news update from the UK government and it's the last edition before G-Summit in London! Lots to get through so lets get started!
Trends in Market Demand
General Demand for Talent:
Those green shoots I mentioned a couple of weeks ago are continuing to grow despite headlines about recession around the world. I'm seeing increasing vacancy numbers in Europe and North America with more businesses hiring for new projects and growing teams as well as replacing people they have lost this year to attrition. The impact of todays UK "financial event" wont be felt in the jobs market for several months but it will, in my opinion, signal the growth of the contracting market in the UK again after a decline over several years and will mean UK contractors can more easily support businesses around the world again. Things are improving for job seekers but still slowly
General Talent Availability:
Some redundancies are continuing in the Engage market within the UK and I'm starting to see these people consider moving out of the CC/CX space into the CRM space. The competition for talent across inContact CXOne, Genesys Cloud and AWS Connect, in Europe and North America, is still very high as there are fewer people on the market than before. I'm also seeing some legacy platforms start to increase in demand as MSPs and VARs refocus on supporting newer products meaning that other hirers are taking advantage and growing teams to support abandoned customers.
Hot Skills in Demand Globally:
The Interview - Candidate Onboarding
This edition I am so grateful to welcome Lisa Fradin the Chief People Officer of IP Integration to The CC/CX Industry Update for a discussion about getting candidate onboarding right and how to evolve your onboarding process
Breaking News!
IR35 Changes in the UK
For the first time we have a breaking news update as I'm writing this thanks to the "financial event" announced by UK Chancellor Kwasi Kwarteng. As of April 2023 the reforms to the IR35 rules are being scrapped. UK businesses and contractors have been struggling with these unclear and worrying reforms for years so it's fantastic news that we are seeing the back of them next year. This is sure to encourage growth in the UK contracting market after years of decline. How will businesses review their hiring strategy to take advantage of the talent that will want to return to contracting after April 2023?
领英推荐
Events
Genesys G-Summit UKI 2022 - October 4th - Savoy Place, London, UK
I'm just focusing on the one industry event this week as I'll be there! I look forward to an informative day of speakers and to meeting many of my contacts and new faces. Come up and say Hi!
Talent Attraction and Acquisition - Tips
Reviewing your recruitment partners/suppliers in a downturn or quiet period
Whilst we are in one of the more dynamic talent markets within CC and CX technology I still speak to companies that don't review their recruitment partners/suppliers frequently enough to ensure compatibility and performance. We're unquestionably in a downturn from where the hiring market was 12-24 months ago and I firmly believe that these quieter periods of the cycle are the perfect time to review and renew (if necessary) your suppliers.
Are you working with a person or a brand?
Recruitment is an industry with fairly high staff churn. However there are those people (like me) crazy enough to stay in the industry for decades honing their craft. Is your supplier list based on how established or large the recruitment brand is or how well the specific individual recruiter knows your market? You may have worked with the same company for 3 years and know the same director but I promise you that your requirements will have been taken to market by multiple recruiters over that time. If every time you went for a haircut the salon owner brought someone different over to cut your hair but promised the exact same result would you feel comfortable?
Candidates vote with their feet
You wont believe this but (whispers it quietly)… recruiters don't always have the best reputations with candidates! I know it sounds crazy but it's true.
Are the candidates applying to your roles through your recruiters happy with the service they are receiving? Do you ask them or just assume? If not then you should and if they are unhappy then you need to care about that because that recruiter is your shop window to the talent pool. They can make or break your brand. If the best talent has moved on from your suppliers then that's another reason to review things
They never call anymore
We've just come off the back of a boom time within CC/CX and that will have led a lot of recruitment businesses to grow rapidly or individuals to break off and start on their own. In the current and future downturn you will see and feel the wisdom of their strategies. A quiet period for recruitment should be a good time for a recruiter to stay in touch to better understand your business cycle and needs. If you haven't heard from a recruiter for a while its worth checking in with them to see if they are still in business, still covering your market or have moved on entirely.
Ultimately every hirer should be spending some time each year thinking about their recruitment partners and looking at the performance data to decide whether they need to refresh or add people to that network if they want to see the best applicants. Now is a great time to do that in 2022 if you haven't already.
Current Hot Requirements
Thank you as always for reading and sharing. James
Contact Center Sales Engineer - Open for new opportunities
2 年Thank you for Sharing Chris, great opp so far!
B2B go to market strategy advisor and marketing consultant who enables leaders of ambitious data, tech and consultancy, businesses to achieve their goals.
2 年Nice article James. About time re. IR35! I had to take a 'fixed term' employment contract with someone as they were so worried.