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Industry Research : Gig Economy on the Rise: Customer Service Agents Show Strong Interest Working as On-Demand Agents

#contactcenterworld, @Alvaria_Inc

The Gig Economy is becoming increasingly popular and customer service agents are looking to get in. According to Aspect Software’s 2nd annual 2018 Agent Experience Index, customer service agents might be the next wave of workers who want the option of an ‘on-demand’ job. Aspect’s research found that 40% of customer service agents surveyed would be interested in pursuing an ‘on-demand’ job, with 51% of Young Millennials/GenZ expressing interest. The appeal of the Gig Economy stems from prioritizing workplace preferences differently than agents have traditionally done in the past.

Several factors are driving agents’ desire to work in the gig economy, such as:

- 86 percent of agents say they have an interest in on-demand opportunities because it will provide them a work/life balance that they can have total control over

- 82 percent say they are interested because they will have the ability to just focus on work and not worry about job stability

- 82 percent say on-demand work is compelling for the ability to make extra income

Young Millennials/GenZ over index on all benefits of the Gig Economy, with the following special interests:

- 81 percent say interest is driven by having more control over the work they do

- 88 percent say having a flexible work schedule that they themselves can determine is attractive

- 80 percent see the ability to pick up additional shifts, when they want, via an ‘Uber-like’ app as a compelling reason to be a gig economy worker

"The Gig Economy is "triple win" for customer service," said Shep Hyken, customer service and experience expert and New York Times bestselling author of The Amazement Revolution. "For companies, it allows for great flexibility in staffing during busy and slow times. For "giggers," they like the flexibility of being called on when needed, the extra money, and work that can be tailored to fit into their lifestyle. And finally, for customers, it means a better service experience, as even during busy times, the company is staffed to deliver fast support when the customer wants and needs it.

Companies that are using on-demand agents are also investing more in the employee experience, providing gig agents with more modern technologies than traditional agents have had access to. Seventy two percent of on-demand agents said that they have simple and easy to use software, compared to fifty eight percent of traditional agents, while sixty nine percent of on-demand agents said they have the most-up-to-date software to service customers compared to fifty eight percent of traditional agents. And, sixty three percent of on-demand agents said they have the most up to date software to contact their employer compared to thirty eight percent of traditional agents. On-demand agents are also more trained compared to traditional agents on modern channels like SMS and social media and prefer smartphone-based interaction with their employers.

"Brands that decide to explore nontraditional labor models can gain advantages beyond just serving customers with more authentic experiences," wrote Ian Jacobs, Principal Analyst, Forrester Research. "There are hard, bottom-line and customer experience benefits to gig economy models, including faster response times, lower cost per interaction and access to new – and better educated – talent pools."¹

¹ "Customer Service Reboot: The Rise Of The Gig Economy", Forrester Research, Inc., May 8, 2018

#contactcenterworld, @Alvaria_Inc

Posted by Veronica Silva Cusi, news correspondent
Source: Aspect


About Alvaria:
Company LogoAlvaria was founded through the merger of Aspect Software and Noble Systems, technology leaders in Customer Experience (CX) and Workforce Engagement solutions. Our name is derived from Latin for “hives” – nature’s perfect form for millions of years – bringing you solutions that are scalable, resilient and secure, with efficiency, speed and pinpoint accuracy.
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Today's Tip of the Day - Keep Cost In Perspective

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

Published: Friday, July 20, 2018

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.) 
Lexico Telecom

SIP TRUNK PROVIDER
We provide competitive SIP trunk services with different level of quality, IVR mailing service, pay per call servise, DID numbers service.

7.) 
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

8.) 
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)

9.) 
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!

10.) 
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.

11.) 
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

12.) 
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.

13.) 
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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