| From the Editor's Desk
How Tech Is Transforming Entry-Level, Customer-Facing Jobs Leaders have long focused on traditional talent management strategies. But as they make progress on their automation efforts and face a competitive labor market, these strategies are no longer sufficient. Leaders must shift their focus towards enabling customer-facing employees with technology, allowing them to broaden their talent pool and better support the employees they are able to attract. And, because a dollar invested in technology stays even as a dollar invested in people can leave, leaders can retain more of their investment in the face of high attrition. Therefore, technology must sit at the heart of future talent strategies — doing so will reset the bar for entry level talent.
From sales and customer service, to retail and hospitality, employers in customer-facing functions are facing a challenging labor market. In fact, there are more job openings than candidates, so high-quality talent is in high demand but short supply. High inflation is also leading to higher wage expectations, making it harder for employers to make competitive offers to job seekers.
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