The CC/CX Update - Volume 38
James Parkin
CX, CCaaS, AI Global Talent & Training Solutions - Host of The CC/CX Update - Founder of Ellison Coast - fastracx Product Director
Hi Everyone,
Mid-Feb is a time that usually comes with a small bump in the road to swift progress in the still, fairly, new year. Whether for Presidents Day weekend or the school half term in the UK people are taking some time off to reflect on January and the end of calendar Q1.
This edition I'll be telling you the recruitment trends have impacted the CC/CX world since the start of 2024 and what to expect over the coming months to make your job search or hiring the most effective it can be. Plus all the industry events, in demand skills and hot jobs out there at the moment.
If you want to see my most recent two interviews again then subscribe to the partner YouTube channel via the link below.
Lets dive in!
Current Recruitment Trends
- Short Term Slow Down. We're definitely experiencing that mid-Feb lull when the flow of new vacancies on to the market slows down substantially before picking up again at the end of the month. Don't lose heart if you are not seeing the right type of roles out there for you at the moment, wait a few days and then check again
- Rise of the Salaries. I'm pleased to say that salaries for permanent, full time roles are continuing to track upwards from January. This is being driven by a relative shortage of people in a number of very focused markets which is drawing talent from other areas and therefore creating ripples. I'm not talking about an increase of 10-15% on January, more like 5-10% but it's still noticeable
- Elections. 2024 is a year with some key government elections in Europe and North America and this is, as always, impacting market confidence and slowing investment. I'm hearing the first murmurs of companies holding off until the end of the year to make substantial investment decisions once they know the outcome of these contests. So if you don't "need" to look for a new role perhaps it might be best to wait a few months and see how things develop
- Quality Sacrifice. Over the last few weeks I have noticed a steady increase in adverts being created using AI as well as recruiters in Europe and NA using offshore resourcing centres to communicate with prospective applicants. Both of these options represent a cheaper cost to sale than in person, on shore recruiters managing the whole process themselves, end to end, but quality is sacrificed as a result. I believe in recruitment as a true service industry and therefore there are levels to the service you can buy, as with any service provider. As a hirer if you are paying a low fee and know the service is mostly automated or handled in a more transactional manner then fair enough. However as either applicant or hirer be wary of an organisation that sells itself as one thing but is delivering quite another when it comes to candidate experience (the other CX I care about)
- Payment Delays. Cash flow is clearly proving challenging for companies and as an end of the chain supplier, recruiters are seeing significant delays to payments in some cases. This is causing recruiters to be more stringent in their credit check processes for new clients and to be more forceful in enforcing their payment terms with bad debtors. This means recruiters are taking fewer risks on hirers and therefore you'll see less start up roles on the market via external recruiters until this situation resolves itself. This is both a good and bad thing for candidates as although there are fewer jobs being publicised you also wont end up working for a company with no money in the bank
Hot Skills in Demand
- Genesys Cloud solutions consulting/engineering - Europe and NA
- Account Management / Customer Success delivery - Europe
- Bi-Lingual CX Sales - Europe
- CX Strategy - Europe and NA
- Conversational Design - Europe and NA
Events
26th-29th Feb - CCW 2024 Europe - Berlin, Germany
5th Mar - Sabio Disrupt - London, UK
领英推è
14th March - Next Customer Experience Summit 2024 - London - NEW EVENT!
25th-28th March - Enterprise Connect - Orlando, United States
Hot Jobs
The website is back working again!
Next edition will be a full Sabio Disrupt special and then after that I have another insightful interview edition coming at the end of March with my first ever returning guest!
As always thank you everyone for reading, commenting, sharing and subscribing!