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
Sponsor message - content continues below this message
2022 '17th annual' Global Contact Center World Awards NOW OPEN
Enter your Center, Strategy, Technology Innovation, Teams and Individuals into the ONLY TRULY GLOBAL awards program - regarded by many as being like the Olympics for the Contact Center World! Join the best from over 80 nations and compete for the most prestigious awards out there!
Content continues ….
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
Posted by Veronica Silva Cusi, news correspondent
Alvaria 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.
Published: Friday, July 20, 2018
Branch Employer Payments Platform - Earned Wage Access
Give employees instant access to a portion of their earned wages before payday! Branch helps businesses modernize their payment methods to empower working Americans. Earned wage access—with no-fee banking and access to a digital wallet and free debit card—are just some of the tools in our fast, free, and flexible platform. With Branch, businesses streamline existing payroll processes, save money, and provide faster payments and free digital banking to their employees—no pre-funding or capital required.
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...
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.