A CANDID DISCUSSION ON UTILIZING THE GIG WORKFORCE FOR CUSTOMER EXPERIENCE
The gig economy has redefined how people work and how businesses can tap into this new talent pool across all industries around the world. With now 60 million people worldwide, according to CNBC Online, the gig economy is now a massive portion of the American workforce and showing no signs of slowing down. The traditional 9-5 is trending downward in favor of gig work and it’s one of the hottest topics discussed amongst the corporate brands in our online Community. Corporate leader met in Seattle, WA at Microsoft’s headquarters to discuss how CX industry leaders are adopting gig-based customer service and engagement models to win the war on talent, create more flexibility, and operate cost-effectively while setting themselves up to make the most out of this ever-changing workforce.
Execs In The Know’s December 4th Gig Economy Briefing shed light on a number of issues that exist within gig’s relation to CX, such as the disconnect between gig workers and work-from-home employees, the cons of call center outsourcing, and roadblocks holding companies back from leveraging all the gig economy has to offer. At the Briefing, CX leaders learned how to navigate all these issues and plenty more through Microsoft’s featured presentation and interactive panel discussions. Gig workers choose flexible work over traditional office jobs for a number of reasons, and by helping to define what gig truly means, CX leaders are learning how to get the most out of this booming workforce.Read The Full Recap
Delivering Transformative Organizational Change in an Omnichannel World
We were honored to facilitate along with our gracious host, Home Depot, a highly interactive small group Lunch and Learn event where CX leaders engaged on various pressing CX strategies and participated in guided discussions with subject matter experts. The discussions were candid with ample opportunity for leaders to network with other leaders.
Customer needs are continuing to evolve with the times, and contact centers must do the same to remain flexible and keep customers loyal and happy through omnichannel. Atlanta’s Lunch & Learn packed days worth of omnichannel insights from global brands such as The Home Depot, TELUS, and AmplifAI into one delicious meal. CX leaders in attendance learned, shared, networked, and engaged to innovate with all three subject matter experts on how to turn agents into super agents, the importance of employee engagement, and how a sound omnichannel strategy is the foundation on which the engaged super agent is created.Read The Full Recap