As we come to the end of Q1 for 2023, industry analysts and commentators are still publishing their customer experience (CX) predictions for 2023. I don’t pay too much attention to many of these lists, but this year I think there is a connecting thread between many of the key trends they are discussing.
Let’s consider five of the most popular trends:
- AHT and Metrics: as digital CX becomes more common, there is an emphasis on metrics that focus more directly on the customer satisfaction that is created by a good experience – rather than handle times or other metrics that only concentrate on the call itself. This is a welcome move. How can a chat interaction over two hours be measured like a two-hour phone call?
- Absenteeism and attrition: Attrition of 80% is commonly reported. Absenteeism is also up. Customer Service Representatives (CSRs) are not happy and are expressing this by not showing up for work and quitting more regularly.
- Finding new resources and onboarding techniques: although the tech sector is currently engaging in a large wave of layoffs, in many other areas of the economy, it is proving very difficult to find resources. In areas like customer service and retail, open job opportunities are going unfilled for months. This inability to recruit is hurting many companies and holding back growth and the ability to scale.
- Looming economic uncertainty: The Economist says a 2023 recession is inevitable, but some experts are updating their views and saying it may not be as grave as initially projected. China is recovering faster than expected, which has a global ripple effect – especially on supply chains. However, just the fact that there is this ongoing uncertainty means that many companies will hold back on investment to see what happens.
- Ongoing increase in cost: customer service processes are essential but expensive. Given this list of challenges, many executives will look to improve efficiency, focus more on digital channels, and generally look to maintain service levels, but with a reduced operational cost.
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What connects all these trends and predictions? It is necessary to step back and take a new look at how CX is designed and managed today. GigCX is an innovative model for all of the issues mentioned above.
GigCX allows you to cast the net globally in the talent search and hire people interested in the brands or industry they support.
These people want to work for specific brands, often have previous experience in the industry, and, therefore, are much more engaged than traditional CSRs. They also have the flexibility to choose their hours – it’s entirely different from how a conventional contact center is organized.
A GigCX approach allows companies to iron out high costs by focusing on what matters – the interaction between the adviser and the customer. Costs can be controlled because you only pay for the customer service needed during times of high call volume. This model relieves anxiety in uncertain economic times.
GigCX really addresses all these issues by offering a new way to manage costs and build a team that is fully engaged by the support they are offering. It’s a new approach that can address all these common CX issues.
Please leave a comment here if you have any questions or contact directly with the author, LiveXchange’s CRO, Terry Rybolt, via LinkedIn. You can follow our company page on LinkedIn to make sure you always get the latest opinion and news on GigCX in your news feed.