As technology continues to advance, more companies are turning to work-from-home agents, gig workers, and artificial intelligence (AI) to deliver high-quality customer experiences or Gig Customer Experience (GigCX). The flexible nature of gig workers combined with AI and automation can provide a consistent, reliable solution for customer support needs.
At Omni, we’re utilizing the power of gig workers combined with AI and automation to provide our customers with the best possible customer experience solutions. In this blog post, we will explore what a “gig worker” is, why they are perfect for the customer experience industry, and how Omni uses them in combination with AI and automation to provide consistent reliable, and high-quality customer support solutions.
What is a Gig Worker and How Are They Different from Traditional Contact Center Agents?
A “gig worker” is an individual who works on short-term contracts, typically for a specific task. Gig workers are often freelancers or contractors who specialize in providing customer support services such as help desk, customer service, technical support, customer success management, and more. They provide companies with the opportunity to quickly and cost-effectively tap into short-term freelance resources when they need them most.
Many companies are currently struggling with workforce management, talent acquisition, and retention. Using gig workers allows companies to access a larger pool of talent nationwide or globally. There are also lower attrition rates because gig working is preferred to the more traditional W2 job where you have to drive into a physical contact center.
What is Gig Customer Experience (GigCX)
Gig Customer Experience (GigCX) refers to the way a business leverages the Gig Economy to provide customers with an exceptional service experience. Businesses that are looking to offer a high-value customer experience can use gig workers to provide more personalized services that are tailored to their individual needs. By leveraging the Gig Economy, businesses can access a larger pool of talented professionals and hire them on a project-by-project basis.
“We are finding that gig workers in the customer experience industry are not just young freelancers, but people more senior. The average age of an Omni Gig Worker is 38 years old with 15 years of work experience,” said Christopher M. Carrington, CEO of Omni Interactions.
Gig workers can be particularly beneficial in the customer experience industry due to their flexibility and specialized skills. With gig workers, companies can quickly ramp up or down their resources depending on the needs of their customers.
Since gig workers are hired for specific tasks and projects, they are typically highly skilled professionals who can provide specialized knowledge that may not be available to full-time employees. This means that companies can quickly access high-quality support personnel without having to commit to long-term contracts or costly salaries.
Day in the Life of a Customer Experience Gig Worker
Omni Interactions GigCX and Gig Workforce
Omni Interactions CEO Chris Carrington recently sat down with Michael DeSalles, Principal Analyst at Frost & Sullivan to chat about the growing Gig Economy and its impact on customer experience. In this blog, we will recap key topics from the conversation including the current state of remote work and the Gig Economy, statistics about its rapid growth, the true definition of Gig Customer Experience, and the macroeconomic trends impacting the industry.
Strategies for Leveraging the Gig Economy for Better CX
For more information and strategies on leveraging the Gig Economy in your customer experience operations download our Ebook on Gig CX or watch our latest webinar with Frost & Sullivan “Leveraging the Gig Economy for High-Value Customer Experience”.
