Customer Service in the 21st Century
Customer Experience Management is rapidly evolving, and successful organizations will be those that pivot quickly in order to adapt to new realities. Read our latest insights to learn more about the ever-changing GigCX industry.
I noticed that one of my recent articles was mentioned in a recent feature on the Engage Customer website, commenting on how GigCX can support an in-house or outsourced contact center. Reading this led me to another article on their site talking about the future of the post-pandemic contact center. It mentioned a normalizing of […]
Business journals and consulting firms are always advising companies to use outsourcing as a business strategy. This orthodox approach to corporate strategy has been around for decades, but was really codified in 1994 when Gary Hamel and CK Prahalad published ‘Competing for the Future’. This book, from Harvard Business School Press, gave us the theory […]
A recent feature in Nearshore Americas talked about the huge recent gains for e-commerce and digital economy companies. In the past year these companies have seen an enormous boost because of the Covid-19 pandemic. Many analysts believe that the gains in e-commerce will become permanent because many consumers now prefer to order products online – […]
One of the key advantages with GigCX is the ability to hire from anywhere. This has some immediate advantages that can be summarized as: Raise the bar: if you can search the entire world for talent then you can raise your expectations. You are no longer trying to recruit for a contact center on the […]