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.
Gig CX Will Not Replace Contact Centers – But It Can Improve Them!
One of the common misconceptions about Gig CX is that those of us who evangelize the concept are always looking to replace the traditional contact center. This is far from the truth. I spent many years working for one of the leading global customer experience suppliers and we managed contact centers in 80 countries. I’m […]
GigCX Flexibility Is For Life, Not Just The Holiday Season
The 2020 Holiday season is certainly different this year. Christmas appears to be arriving immediately after Thanksgiving and Black Friday has been spread across the whole of November and December - everything looks different thanks to the COVID-19 pandemic. One thing has not changed though, the seasonality crunch on contact centers. Although it’s worse when [...]
Don’t Fear The GigCX Agent – They Also Love Your Customers!
Before the Covid-19 pandemic there was a common fear amongst customer service executives that if their agents worked from home then quality, productivity, and security would all be at risk. The pandemic demonstrated that none of the work from home disasters they expected need to be true. It’s possible to deliver a robust customer service [...]
How GigCX Can Have A Huge Impact On Your CX Costs
What happens when your contact center doesn’t have enough trained professionals ready to handle your customers? Those customers end up waiting a long time for their call to be handled - or they just give up. Customer satisfaction drops into the basement. But what about the opposite scenario - your contact center is overstaffed so [...]
How “Work From Anywhere” Can Turbocharge Your Multilingual CX
Many modern products or services require a multilingual customer service strategy. In the US we generally think of just English and Spanish being supported by contact centers, but consider all those US companies that are exporting to Europe, Asia, or beyond. They need to build a clear and consistent service strategy that works equally well [...]