The sharing economy. On-demand work. The gig economy. On-demand work. These are all hot topics across the U.S., with everyone from on-demand workers to business owners to politicians weighing in on the pros and cons. It is certainly a shift from the old standard lifetime employment, 40-hour work week jobs earlier generations were used to. TechCrunch recently published an article about companies moving from on-demand workers to employee workforces, for a variety of reasons. On-demand work doesn’t, well, work for every business. But unlike laser discs or beta tapes, the on-demand workforce is here to stay.
The concept of an “on-demand” workforce is not new. LiveOps Agent Services launched 15 years ago and grew in leaps and bounds because of the demand for flexible call center staffing. It will sound like tooting our own horn, but on-demand work has quickly entered the mainstream in part due to the fact that it has been around for a while—it just hasn’t been as well-known as other work trends.
The on-demand workforce can deliver tangible benefits for companies and their customers. Benefits like the ability to quickly and seamlessly scale the number of workers up or down depending on demand. That way, even if your forecasts aren’t on target or something sends demand skyrocketing, you can still have enough workers available to provide customers with outstanding service. And when demand drops, it’s quick and easy to reduce the number of workers standing by.
Benefits like better cost control. With on-demand workers who are generally independent contractors, it’s possible to better manage costs. Companies aren’t paying for office space when workers can use the cloud or other tools and work from home. Workers are paid when they are working, not on a salary basis. And being able to scale the workforce allows companies to capture all possible revenue.
Benefits like personalized service. The TechCrunch author feels personalized service results from bringing workers in-house to increase training and knowledge. LiveOps has been successfully certifying work from home agents for years, and pairing them with companies and in roles where they have experience or want to work. On-demand workers can offer as much or more customization and personalization because they are pulled from a larger workforce, with specific expertise, as well as general skills.
Benefits like accountability and visibility. It may take a little more effort to manage a remote, on-demand workforce but it can be done—and will demonstrate the workers’ effectiveness. Real-time reporting offers visibility and builds trust. That contributes to worker satisfaction, which leads to increased customer satisfaction, which benefits the bottom line.
Benefits like availability. On-demand workers are available and ready to work when there is work to be done. That can mean work outside of traditional business hours, only within specific hours or on a sporadic basis. And that is a benefit to the worker, who is looking for that flexibility; to the customer, who appreciates being able to handle things whenever it is convenient for them; and for the company, because they are meeting customer needs in a cost-effective manner. Win-win-win.
Different opinions will continue to make themselves heard on this topic. That being said, LiveOps is a prime example of what happens when you have the right combination of people, process and technology. Everyone involved–company, independent contractors and customers–can hold the winning ticket in the sharing economy. That’s more than 15 years of success talking. And that’s not just tooting our own horn—that’s leveraging an on-demand workforce for success.
Image courtesy of renjith krishnan at FreeDigitalPhotos.net.
Publish Date: January 19, 2016 5:00 AM
CardBoard: Real-time data, shows the most important KPI’s in your Contact Center.
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|2.)||Acqueon Technologies Inc.|
Acqueon's AI-driven conversational engagement software enables sales, marketing and service organizations to engage in emotionally connected dialogs with customers via their channel of choice for significantly improved results. The Acqueon suite adds multichannel campaign management, contact center analytics, desktop, and CRM connectors for your contact center software of choice, including Amazon Connect, Cisco, Nice inContact, and Twilio. Acqueon conversational engagement software leverages the Acqueon IQ platform to aggregate data from the various applications, assemble rich customer contexts, and drive next-best-action using powerful statistical and predictive models.
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CallFinder speech analytics
CallFinder® is a leading provider of cloud-based SaaS speech analytics, automated call scoring, and speech-to-text transcription technology with sentiment analysis. Our easy-to-use solution is designed to help businesses and contact centers automate quality monitoring to improve agent performance and provide a superior customer experience.
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CallFinder isn’t just your average speech analytics provider. When you work with us, you get unparalleled, continuous support through our MyAnalyst managed client servic...
CCube for Business Intelligence
CCube by Comsys is a business intelligence application, developed for enterprise contact centers. It delivers powerful, and dynamic reporting that enable managers to gain insight into their business. CCube is natively compatible with Aspect Unified IP and Cisco Unified Contact Center (UCCE/UCCX) platforms
Comsys is a provider of οmnichannel customer engagement solutions that assist companies around the world in delivering unique customer experiences. For the last 15 years, Comsys designs and implements complex projects for clients from the outsourcing, financial services, telecommunications, and retail sectors. Comsys enjoys strategic partnerships with technology vendors like Cisco®, Aspect...
CROSSCRM.CX - CRM Dataviz Module
CROSS-CRM manages daily interconnection with your CRM tools to centralize data and analyse CX on all channels, and is able to provide deep analytics insights.
All the Kpi’S are here for precise control of your Customer Relationship : Interactions - Quality - Satisfaction - Campains forecast MyClient
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Daisee builds technology that empowers people to solve problems by making interactions simple and smart so they can have a more significant impact, be more productive and be better at what they do. We believe incremental improvements carry huge potency and provide exponentially greater change for the better.
Genesys customers can now automate risk and quality management using Daisee’s speech and sentiment analytics and remediation workflow software. Daisee helps improve customer experience, ensure regulatory compliance, identify missed commercial opportunities & training requirements as well as provide valuable insights back to the business directly from the frontline – the true voice-of-...
Powered by AI, DialogTech’s DialogAnalytics analyzes conversations to provide marketing and sales teams a wealth of insights for smarter optimizations. With the power of conversation intelligence, you can learn which channels, ads, keywords, and webpages drive the best sales calls, if the caller converted, and more.
AI analyzes how calls are handled at locations and call centers to detect issues that negatively impact ROI. See what percentage of calls go unanswered and who is best (and worst) at converting callers to appointments and customers. Get email alerts when phone leads are mishandled at locations so those leads can be called back right away.
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eGain Analytics makes it easy to measure, analyze and refine your contact center operations, knowledge and web customer experience. Create informative reports, charts and dashboards effortlessly. Slice-&-dice the data in any number of ways and use it to manage the business effectively.
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4. Journey Analytics™ captures customer behavior on the website—identify the churn points and cre...
|9.)||Lieber & Associates|
Contact center Analytics and Metrics
Lieber & Associates provides services to develop, interpret, and improve contact center metrics and analytics. The firm's experience spans forecasting, customer service, order-taking, lead-qualification, sales, segmentation, media-source-tracking, and testing design. L&A's president pioneered segmentation for telephone scripts and the tri-level service level metric. He brings broad analytics experience to contact centers.
Turn business insights into actionable intelligence. Noble’s IQsolutions provide you with rich and robust customer data that can transform your business. Automate decision making and campaign management and refine the quality of interactions with precision and efficiency. We have developed proprietary and patented tools to help you make sense of data on your current operations and then help you make strategic decisions to improve performance and efficiency. Identify who your best customers and prospects are and the ideal methods to reach them. Understand what types of campaigns work best for your business and how to optimize underperforming campaigns. And nake real-time decisions rather than looking back to see what went wrong.
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SIP-Trunk Demarc Monitor
Analyzes SIP signalling and RTP audio stream of every call passing through the network demarcation point. Provide a real time 24/7/365 network baseline database that contains the IP bandwidth, call traffic of up to 128 voice groups, Call Detail Record (CDR), call blockage and MOS voice quality. All information are displayed in SIP-Trunk dashboards and are used in many applications, such as Telco collaboration, UC/CC analytics, Work Force Optimization (WFO) and caller identification.
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