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.
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 […]
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 […]
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 […]