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Industry Research: Customer Service Staffing Woes

Download the Report Now to Learn Everything You Need to Know to Prepare Your CX Processes for the Future of Freight

Logistics Market Research

Download Now: How to Tackle Customer Service & Inside Sales Staffing Woes

Good labor is hard to find, and it’s only getting harder. According to the U.S. Bureau of Labor Statistics, the national unemployment rate is holding at 3.6%, 2.2 points lower year over year. At the same time, wages are on the rise. Average hourly earnings rose 5.6% year-over-year, according to the BLS.

DDC FPO partnered with the Freightwaves Passport research team to determine how shortages in labor, skill, and work ethic – particularly in the roles of customer service and inside sales agents – are impacting both carriers and third-party logistics providers. Survey results included a healthy split between the two, with 57% of respondents identifying as 3PLs and 47% identifying as carriers.

We've condensed our findings into an industry report about the effects of these recruitment and retainment issues on the transportation bottom line. In the report, you'll find:

  • Details on the top issues within customer-facing departments of carriers and 3PLs 
  • The specific effects on operations & sales teams caused by a dip in work ethic, lack of talent, poor candidate pool, and surging salary expectations
  • How some companies are planning to improve their CX amid these challenges over the next two years
  • What do companies need to plan for, and what moves they should make to optimize their Customer Service and Inside Sales departments to remain competitive

Download The White Paper Here: