Excerpt: By By Dennis J. Donovan, Wadley Donovan Gutshaw Consulting (WDGC)
This feature article from Contact Center Pipeline explores the evolving landscape of contact center site selection and workforce strategy in an era shaped by AI, remote work, labor shortages, and growing business continuity risks. In a wide-ranging interview, Dennis Donovan of Wadley Donovan Gutshaw Consulting shares insights on the key factors influencing where and how customer contact operations are being located, staffed, and managed today.
The discussion covers emerging trends including hybrid workforce models, reshoring customer service roles to the U.S., the impact of automation on agent skill requirements, and the increasing importance of resilience in the face of natural disasters and social disruption. The article also highlights how organizations are rethinking employee experience, talent acquisition, and facility design to support long-term operational success and customer satisfaction.