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Industry Research : 51% of CX Buyers Will Consider GigCX Workers in 2022, Survey Finds

#contactcenterworld, @livexchangeinc

On-demand workforce technology company LiveXchange Technologies, Inc., announced the results of the 2022 Front Office CX Omnibus Survey, which revealed that 51% of customer experience (CX) buyers would consider using gig-based customer service workers — referred to as GigCX — in 2022.

The survey, sponsored by LiveXchange, and conducted by Peter Ryan, president of Ryan Strategic Advisory, a CX and BPO consultancy, articulated the views of 668 enterprise executives, each with strategic decision-making authority over contact centers in their respective organizations.

According to Ryan, in 2022, almost half of enterprise CX managers have looked at the gig model for managing inefficiencies in their contact center operations.

"Since the pandemic started, business continuity planning has been a top-tier investment priority and pain point for in-house enterprise contact centers for the last two years," Ryan said. "These findings suggest that COVID-19 may have shifted the importance of BCP on a long-term basis."

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The 2022 Omnibus Survey results varied by country, with the United States and France expressing the most interest (49% and 47% respectively). Interest among CX executives in France, Australia, Canada, and Germany was also notable.

"Plenty of CX executives have embraced the idea of GigCX due to its many benefits but still struggle to determine the best way to fit the model into their delivery strategies," Ryan said. "The perception is that incorporating GigCX is somewhat of a heavy lift, which has led to many outsourcing providers abandoning the thought and ultimately missing out on its advantages."

The survey also revealed that CX enterprise decision-makers are primarily concerned about security and legal factors regarding deploying gig workers. Participants in Australia, the U.K., and the U.S. identified security as a significant problem. Legal matters were the principal inhibitor for those in France, Spain, and Canada.

"Companies that adopt GigCX have access to a readily available, on-demand pool of agents with specific domain expertise who can be activated when customer demand increases," said Terry Rybolt, Chief Revenue Officer at LiveXchange, responding to the survey results. "It's a way of balancing quantity and quality while maintaining efficiency, making it a strong champion for the next evolution in customer care."

Rybolt advised companies wishing to begin the transformation process to take three steps:

Look at GigCX as an opportunity, not a challenge;
Educate teams about the GigCX model and update sourcing contracts to reflect its use;
Find and integrate a GigCX platform in business continuity processes.

"Customer experience management is rapidly evolving, so CX executives that pivot quickly to adapt to the market will find the most success," he said. "GigCX should represent a part of the transformation for organizations that want to gain a fresh foothold on the market."

The Omnibus Survey findings can be summarized as follows:

Gig CX working is increasingly a viable model in the eyes of buyers. Enterprise CX managers are open to the gig working model, with a substantial number indicating a willingness to consider deploying gig workers by year-end. This conclusion validates that customer experience managers require more flexible ways of delivering support to consumers and are willing to consider non-traditional delivery to achieve their ends.

Addressing concerns around gig working will be essential to gain broader CX acceptance. The only way to properly ensure that gig working achieves mainstream acceptance is for CX solution providers to confront prospective clients' concerns regarding security and legal liabilities. Addressing these matters and correcting misconceptions will be of paramount importance for gig work solution suppliers.

Survey interviews were conducted via telephone during Q1 2022 in English, French, Spanish, Italian, or German (depending on the respondent's country of residency).

#contactcenterworld, @livexchangeinc

Posted by Veronica Silva Cusi, news correspondent

About LiveXchange:
Company LogoLiveXchange provides Remote Call Center Outsourcing & Workforce Optimization Solutions, designed for the next generation of home based agents. Providers in Virtual Agents since 2003, we offer an ‘end-to end’ Home Agent Model & Workforce Management System proven to reduce overhead/operating costs; and improve scheduling flexibility, productivity and service level KPIs. We Manage or You Manage: Whether you’re looking for a dynamic Outsourcer Vendor/Partner, or the ability to successfully build and manage your own talent pool of Work At Home CSRs, we have the complete suite of tools & technology for you!
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Today's Tip of the Day - Who Do You Want?

Read today's tip or listen to it on podcast.

Published: Wednesday, June 22, 2022

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2022 Buyers Guide Payment Services


Branch Employer Payments Platform - Earned Wage Access
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CallGuard, ChatGuard,
Securing payments for on-premise or remote agents for telephone, IVR, web, mobile, Chat and Chatbot.

A patented technology that is flexible way to take secure, PCI DSS compliant payments via live agents over the telephone, web, Chat, Chatbot, or IVR. No sensitive data enters the contact centre environment so, agents do not see, hear, store or record any card or personal details.

CallGuard can be deployed in various ways to fit the way your contact centre works. The solution can de-scope all, or parts, of your contact centre from the scope of PCI DSS compliance and works just as well for on-premise or home/remote working agents.

ChatGuard makes payments in Chat PCI DSS compliant and...
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Award-winning PCI compliance phone and multi-channel payment application.

PayGuard® is easy to deploy, very easy for agent to use from the office/contact centre or from home and is affordable.



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