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.
Take a look around at the current labor market. 2020 was the toughest year that many business owners can ever remember, but there is a hiring surge
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 […]