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Industry Research : COVID Accelerates Demand for Gig-driven Customer Support Models

#contactcenterworld, @LimitlessGigCX

Limitless released annual industry report ‘GigCX goes mainstream', with headline data revealing that 47% of those doing gig customer service roles today had lost full time employment or had hours cut due to COVID-19. Furthermore, 46% of those surveyed became GigCX Experts over the past year due to reasons associated with the pandemic.

‘GigCX,’ is the term used for the pool of gig expert talent, made up of brands’ own customers, that can provide on-demand customer service. AI-driven gig customer service platform Limitless polled over 600 gig customer service Experts, 85% of which said gig activity had also had a positive impact on their mental wellbeing. The survey also polled 15 customer service leaders from known brands, 40% of which reported increasing flexibility and the ability to handle demand volatility as the biggest motivator for brands moving to GigCX in 2021, with reducing costs and increasing quality joint second (33%).

This trend is set to continue with 90% of those brands surveyed believing that over 20% of the proportion of their customer service could be handled by GigCX in 2025. The same percentage said that it had met or exceeded their expectations.

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Select GigCX platforms offer ‘crowdsourced’ customer support, routing customer service enquiries securely to knowledgeable GigCX ‘Experts’ who are assisted by AI to answer customer queries. As customers of the brands, Experts are able to resolve a wide variety of product and service-related support tickets.

The survey also found that 80% of brands placed emphasis on the benefit of improving customer-centricity by enabling their customers to deliver amazing customer service on behalf of their brand. Meanwhile, 55% of those doing GigCX say that the top motivation is ‘flexibility to work on my own schedule.’ 44% claim to ‘enjoy the satisfaction it brings when helping others.’

"This year has been challenging for brands to service huge peaks in demand, but also for consumers who have suffered volatility in their working lives," said Megan Neale, co-founder of Limitless. "We’re seeing some of the most loyal brand consumers transition to gig Expert roles to help fellow customers engage with some of their favourite products. For both customer and gig Expert, GigCX is truly coming to the fore as an established model that offers an agile and flexible way to engage authentically, and as the data shows, one that is set to continue into 2021 and beyond."

Microsoft has a seasoned GigCX resource pool that lives amongst its other customer service channels. Mike Flannagan, Vice President, explains the human, user-centric benefit of GigCX: "That ability to connect people who are not only experts in something, but passionate and expert fans of it - that is a real consumer brand benefit. It’s an opportunity for us to find the right places where we have really passionate advocates and to tap into that to make sure that our customers feel like that person that’s supporting them really, really gets it and loves the product."

The wider findings of the Limitless report support a growing popularity in this area of GigCX. Ninety-six per cent of those surveyed planned to continue in the next 12 months, and 9 in 10 believed GigCX will become more commonplace in the future. The majority of respondents had improved transferable skills such as problem solving and time management through GigCX over the last 12 months that will help them to perform a wider variety of gig tasks in the future.

#contactcenterworld, @LimitlessGigCX

Posted by Veronica Silva Cusi, news correspondent
Source: https://www.realwire.com


About Limitless Technology:
Company LogoLimitless an innovative Crowd Service™ platform is transforming customer service forever by connecting customers with skilled people who can help them on-demand. Limitless helps organisations turn their most loyal and passionate customers into trusted Brand Ambassadors and rewards them for providing great service on-demand. Limitless builds highly motivated networks of certified Ambassadors that can quickly scale using a combination of gamification, progressive learning and community support. Limitless provide Brand Ambassadors with a cloud based service accessed via an intuitive mobile app that is powered by artificial intelligence. The Brand Ambassador networks Limitless create, provide a more effective alternative to contact centres or standalone automation, by combining the best of people with technology to give customers a better, more authentic experience. For the people who provide great service the platform gives them more freedom and better rewards. For enterprises, it gives them a way to more cost effectively scale their resources to provide faster responses that customers value more.
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About Limitless:
Limitless is a gig customer service (GigCX) platform, combining crowdsourcing and AI to help global businesses address their biggest customer service challenges – rising costs, increasing attrition, variability in demand and the need for diversity. Brands like Microsoft, Unilever, Daily Mail Group, Sage and eBay are using Limitless’ SmartCrowd™ technology to connect with their most engaged customers and reward them for providing on-demand customer service that can flex in line with demand.
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Today's Tip of the Day - Total Solution

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

Published: Thursday, May 27, 2021

Printer Friendly Version Printer friendly version

2022 Buyers Guide Telecoms

 
1.) 
Cloud IT Services GmbH

Dialfire
Dialfire offers you a complete call center solution that is simple and intuitive to use and adapts to your needs. It's completely cloud-based, saving you the hassle of setting up a phone system and installing software. In addition to predictive dialing and call blending of inbound calls, you can create personalized campaigns through an intuitive and easy-to-use interface. Features include automated workflows and full control over the agent screen.

You can see the full list of features here:

2.) 
Cloudonix

Cloudonix’s smart voice calls enable frictionless experiences that drive better customer care and faster sales by merging voice and data into a complete service context. Cloudonix add Cloud capabilities to your existing on premise Call Center enabling your agents to work from anywhere in the world. Security, Privacy and more – rapidly deployed and cost effective without replacing your existing systems or retraining your team.

3.) 
Connectica Solutions, LLC

PBX On The Cloud
We provide complete Cloud-based PBX/Phone Systems, including predictive and progressive dialers, phone lines in more than 75 countries and low cost international rates.
We specialize in the US and Latin American market.

4.) 
DiRAD Technologies

AI Powered Contact Center Provider, AI Chat & Voicebot, Enterprise Telephony
Take advantage of the latest customer service innovations with Contact Center, Virtual Assistant, and Interactive Voice solutions for accessible, 24×7 services across multiple channels.

5.) 
Layer One Technologies

Layer One Technologies provides information and communication technology (ICT) services to businesses in the greater Charlotte area. Whatever your cabling needs, we have you covered.

6.) 
Megacall

VOIP services
Stay in contact quickly and easily with your international offices through Megacall.

Megacall will fulfill all your telecommunication requirements and on top of that go the extra mile and surprise you with new possibilities for your business, speed to action your requests and keeping within your budget.

📞 Virtual Switchboard
🔌 SIP trunk
🔢 Virtual number
📠 Call Center Solutions

7.) 
NetSapiens

SNAPsolution
Our SNAPsolution – UC and Collaboration tools – can be quickly deployed so you can realize your ROI just as quick. netsapiens offers a comprehensive suite of unified communications (UC) & Contact Center (CC) feature-sets to service providers. Custom-built to provide our partners with unprecedented levels of flexibility, customization, and ease of use.

netsapiens allows you to control your margins in order to improve your ROI. As a provider of a facilities-based solution, you are able to personally choose your origination, termination, hardware costs, etc. to fit your budget. We also allow you to strategically price your product for a maximum return on your investment by charging on a conc...
(read more)

8.) 
Nuxiba Technologies

CenterWare
Build a strong business presence and improve customer relationships!

Offer custom-tailored solutions throughout your sales cycles and customer interactions and assess service levels and control corporate goal achievement through reports and statistics.

Obtain detailed reports based on relevant activity in your contact center, access our quality module to assess calls and performance, apply surveys, develop scripts, record conversations, and more!

Schedule a live demo or request a quote today!

9.) 
PRILINK

Demarc Network Traffic Monitor
A lightweight Network Traffic Monitor that privides real-time traffic alerts and tracks all IP and SIP endpoints at Demarc. It analyzes mirrored SIP Trunk and Internet traffic in real-time and compiles Network Traffic Analytics (NTA) for all endpoints giving daily network traffic telemetry, most active endpoint summary, endpoint search table and more.

10.) 
Scopserv Integrated Services

ScopTEL IP PBX
The ScopTel IP PBX solution is a distributed software application
that can be installed on both virtual and physical servers, thus
offering a multitude of architectural designs from premise-based
servers to a centralized data center (DC) hosted WAN
environment. The application is distributed as an ISO which
includes the customized Linux operating system

11.) 
Televergence

Long Distance and Toll Free Specialists for Contact Centers
Televergence is a facilities based US Nationwide High volume/High Capacity Inbound and Outbound VoIP Carrier for Contact Centers. We specialize in termination (outbound) and origination (toll free and local DID) for the contact center. We have a technical staff that is up to date on the majority of platforms in use today, including asterisk and Vicci dial, as well as many of the currently in use software platforms.
Contact Centers generally see cost reduction and containment when using Televergence as their contact center telecom carrier. Televergence is the only active US VoIP carrier certified by the Women's Business Enterprise National Council (WBENC), which enables our services to qualify for meeting corporations Supplier Diversity Needs.

12.) 
The Phone Number Testing Company

Phone Number Testing and Validation
Bulk testing and validation of UK Landline and mobile numbers, with a growing list of other coutries where we can test.

If you own a large customer or business prospect sales database, our service helps you to quickly and accurately cleanse all the dead records, by identifying all the dead phone numbers.

We offer a free no obligation test trial
 

About us - in 60 seconds!

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