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Insights

 

Insights

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.

Digital Economy Companies Need More Flexibility

Digital Economy Companies Need More Flexibility

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 – […]

GigCX Can Create Gains By Leveraging The FX Market

GigCX Can Create Gains By Leveraging The FX Market

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 […]

How GigCX Can Build Flexibility Into Your BPO Solution

How GigCX Can Build Flexibility Into Your BPO Solution

One of the themes I have often written about here is that Gig CX is not a replacement for Business Process Outsourcing (BPO) and contact center specialists. I don’t see any immediate future where the companies that have deep expertise in designing and building customer service strategies will just be replaced by Gig CX. However, there […]

GigCX And BPO – Let’s Work Together!

GigCX And BPO – Let’s Work Together!

What are the most common problems that every Business Process Outsourcing (BPO) company and contact center has to manage? I know that every different manager will list them in a different order, but based on my own experience working in contact centers, here are the key challenges from my point of view: Attrition: the ongoing […]

GigCX Can Help You Ace Your Seasonal Peaks

GigCX Can Help You Ace Your Seasonal Peaks

Seasonality is a well known issue in retail. Valentine’s Day, Mother’s Day, the back-to-school season, Halloween, Black Friday, and the Christmas and Hanukkah holidays all create peaks in demand for different types of retailer and they all have to find different ways of coping with the stress that a peak period places on their customer [...]