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    With customers increasingly expecting service on-demand, traditional 9-to-5 contact centers cannot possibly meet this need. A gig workforce located in every corner of the world can cover customer service requests 24/7. Even local customer service agents can fill the gaps, as people may choose the gig way of working because they prefer to be on-call off-hours or weekends.

    Promote diversity in company culture
    The importance of diversity and inclusion in the workplace has been increasingly recognized and embraced of late. 60% of CX leaders interviewed stated their top reason for leveraging a gig model was the need to source talent aligned to company values and culture. The GigCX model enables companies to advance diversity as a strategy and ensure the representation of diverse talent by recruiting experts based only on their skills.

    Customer service departments deal with vast numbers of inquiries and an endless volume of daily transactions, each susceptible to human error. One popular customer service technology trend is to introduce Robotic Process Automation (RPA). This is a form of business process automation technology based on AI that can bring greater efficiency by allowing customer service teams to manage their back-office operations and the large volumes of repetitive and rules-based processes.

    By streamlining the execution of once complex, labor-intensive, and time-consuming procedures such as basic troubleshooting, billing, data entry, workforce management, and order fulfillment, RPA frees call center staff for higher value-add work. Applying RPA to alleviate even some of the staff’s workload will have a major impact on streamlining processes and improving profitability. AT Kearney reports that RPA costs 1/3 as much as an offshore employee and 1/5 the cost of on-site staff, and can cut costs by 25-50%. With these numbers, it’s no surprise that Forrester data shows that over 44% of customer service organizations are already using RPA to help them gain a competitive advantage.

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