Promote diversity in company culture from ravi teja's blog

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With customers increasingly expecting service on-demand, traditional 9-to-5 contact centers cannot possibly meet this need. A gig workforce located in every corner of the world can cover customer service requests 24/7. Even local customer service agents can fill the gaps, as people may choose the gig way of working because they prefer to be on-call off-hours or weekends.

Promote diversity in company culture 

The importance of diversity and inclusion in the workplace has been increasingly recognized and embraced of late. 60% of CX leaders interviewed stated their top reason for leveraging a gig model was the need to source talent aligned to company values and culture. The GigCX model enables companies to advance diversity as a strategy and ensure the representation of diverse talent by recruiting experts based only on their skills.

As artificial intelligence (AI) advances, it now plays an increasingly important role in the basic fabric of many gig platforms. Not only does the technology drive recommendations based on historical activity and purchases, but AI can be leveraged to build customer review and rating mechanisms that drive further sales. Businesses have recognized the possibility of using this same technology in the customer service function. AI can detect low-value customer inquiries and direct those to GigCX staff, leaving the higher value inquiries for full-time agents with more expertise. AI-based routing can pass a customer’s inquiry to the best possible agent based on skills and expertise. It can also serve a role in intelligent quality assurance, ensuring that the customer service gig worker is providing the levels of service expected by the business. The gig platform’s AI can learn from these gig workers’ answers, helping the AI engine become smarter over time. Freelance customer service workers appreciate the technology, with on-demand agents ranking their employers higher than the average customer service agent when it comes to the quality and capabilities of the software they use to service their customers and contact their employers.

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