Explore our latest thinking on customer care and the gig economy.
Attrition is a constant challenge that keeps contact center executives awake at night. While the usual suspects like low pay, repetitive tasks, and high-stress levels are often blamed for high attrition rates, there are some less obvious reasons that contribute significantly to this issue.
Scaling your contact center with high performance and precision is a constant challenge, especially during peak seasons or unexpected spikes in demand. However, this doesn’t have to be a top-of-mind challenge for contact centers with the emergence of GigCX models.
The importance of effective goal communication with your contact center agents cannot be overstated. At ShyftOff, transparent and effective communication is key to ensuring our on-demand agents are always on top of their performance goals to best serve our contact center partners. In this blog post, we'll delve into proven strategies and tactics to ensure seamless goal communication within your contact center, fostering a motivated and high-performing team.
When done correctly, contact center training can directly impact your agents' performance from day one. From onboarding to ongoing performance, contact center training influences your bottom line and customer experience.
GigCX is a revolutionary operational model that taps into a highly qualified and experienced workforce that is flexible to meet contact center needs on demand. Through tailored training, these agents are able to become experts at complex work for most contact centers while cutting operating costs and improving customer experience.
Whether the holiday season is in full swing or fast approaching for contact centers, there’s one thing for certain–an influx of customer inquiries and calls you might not be entirely prepared for are on the horizon.
The decision to outsource can be transformative for many contact centers, offering the potential for reduced costs and access to a broader talent pool. However, with the rise of various outsourcing models, including GigCX providers that cater to specific, localized needs, it's crucial to understand what benchmarks your team needs to establish before making an informed decision.
Forecasting is crucial for any contact center to efficiently allocate resources, manage agents, and meet customer expectations. The right calculator can simplify this complex process, ensuring you make decisions rooted in data. Here's a compilation of top forecasting calculators that every contact center professional should be familiar with.
Do you know the true cost of your contact center’s shrinkage? Shrinkage, the unproductive time your contact center pays for, can quickly become one of the biggest expenses in your contact center. While shrinkage isn’t entirely inevitable, it’s important for contact center operators to keep these expenses top of mind as they can become very costly very quickly.
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If you’re a brand or BPO considering implementing GigCX and want to narrow in on determining the ROI of this model, you’re in the right place. In this piece, we will dig into how we come up with our numbers as well as highlight some of the not-so-obvious benefits of GigCX.
One of the toughest seasons to keep agents happy is during the busy season. When contact centers add seasonal hiring into the mix, they create a disruption to the normal flow of operations. While seasonal operations may seem like a short period of time in the overall calendar year, it is one of the most crucial seasons that defines your contact center culture.
This playbook covers effective yet cost-friendly strategies to manage agent need, how to streamline training and onboarding methodologies and strategies to create and preserve a healthy work culture For each point, we will also share how GigCX providers like ShyftOff can help execute these strategies to support your seasonal operations.
In this post, we'll take a closer look into how ShyftOff’s AI-matching technology aids in identifying the most qualified agents for complex work from its 10,000+ US-based agent pool, as well as the onboarding process that ensures these agents meet the high standards of the job.
Busy season is by no means easy for any contact center. However, with technological advancements and changes in the modern workforce, we believe there’s an easier way for contact center teams to tackle their seasonal operations.
With the emergence of new technology, contact centers have many options to make their busy season easier than ever. Traditionally contact centers have relied on standard staffing methods or called on a BPO to help meet their anticipated service levels. At ShyftOff, we see a clear way that contact centers can reimagine their busy season by incorporating GigCX.
As talent shortages increase, modern contact centers are rethinking how to hire seasonal agents. Seasonal staffing can present challenges like maintaining critical service levels, limiting agent burnout, and ensuring great customer experience when customer expectations are high.
Modern contact centers require solutions that can be dialed up quickly and seamlessly to truly meet the needs of contact centers. One solution that’s taking the contact center industry by storm because of its ease of implementation is GigCX.
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Contact centers must rethink how they staff and operate their contact centers if they want to win top talent in this market. With the increased adoption of AI, contact centers will have more opportunities than ever before to use this to their advantage to make measurable impacts in operational improvements and customer experience.
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Each contact center has unique challenges or business practices that will determine how they should staff to meet service levels. In this blog post, we’ll review a top-down approach to staffing your contact center.
Whether you're a new contact center leader or a seasoned veteran, you understand that contact center staffing is one of the most challenging functions of operating a contact center. In this blog post, we share the common problems with contact center staffing and introduce ways contact center operators can reframe their approach to get closer to perfect staffing.
By embracing GigCX, contact centers can revolutionize how they staff and plan for their contact centers, ensuring optimal performance and customer satisfaction.
Outsourcing provides businesses with the necessary bandwidth to support demand spikes while simultaneously reducing operational expenses, such as hiring and training costs, technology investments, and infrastructure maintenance.
Contrary to popular belief, call center outsourcing and contact center outsourcing are different. Even though professionals use the terms contact center and call center interchangeably.
By adopting a GigCX model, contact centers can leverage a flexible model that allows them to improve their agent experience and lower attrition.
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GigCX provides companies greater flexibility and scalability, allowing them to quickly scale up or down their customer service resources as needed.
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Understanding the differences of GigCX and traditional outsourcing is key to making an informed decision on the right staffing solutions for your contact center.
"First Call Resolution or FCR is a metric for customer service that identifies the percentage of customer issues resolved in a single interaction with a representative."
Outsourcing pricing models may look different for companies depending on the type of service they provided, how complex their customer inquiries are, and the volume of outsourced work.
Our extremely talented GigCX agents are the lifeline of ShyftOff. Their expertise and love for supporting customers help brands deliver exceptional customer service daily.
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Image with text Surge Capacity Preparedness for Contact Centers from ShyftOff | GigCX Solution for Contact Centers
Image with text 5 ways to improve your contact center operating model from ShyftOff | GigCX Solution for Contact Centers
What is GigCX? GigCX is an innovative model that helps contact centers eliminate attrition, staff on demand for seasonal peaks and spikes, and reduce operating costs.
Contact centers that leverage a gig customer support team will maintain a high level of customer service, keep costs low, and avoid compromising on brand experience/expectations.
Contact centers that leverage GigCX provide their workforce management team with more tools and resources to staff contact centers perfectly.
Gig customer experience is solving problems with traditional contact centers that we've accepted for decades, and leading contact centers are rapidly adding flexible, GigCx to their operations.
Inflation and the effects of a post-pandemic economy will pressure businesses to be more flexible, scalable, and cost-efficient in 2023. Dialing back headcount or trimming overhead can seem like short-term solutions without taking account of any obstacles due to unexpected changes in demand.
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Gig staffing models are getting a lot of attention in the customer experience and contact center space. There are many new and exciting companies introducing much-needed innovation into an industry that has used the same staffing model for the last 40 years.
The gig economy isn’t just for musicians anymore. Read how the gig world has taken customer service by storm and learn what it does for customer satisfaction.
Abandoned calls can sink a business’s chances of success. Learn how call center outsourcing companies support overflow.
Healthcare call center best practices can be the difference in how a patient views their experience. Read our top five call center tips.
Competent customer service agents aren’t easy to find, but they do exist. Check out our tips on hiring these problem-solving experts.
Ecommerce customer service outsourcing helps you scale and lower costs, but there are multiple ways of doing it. Here's how we handle it at Shyftoff.
ShyftOff Named a Semifinalist in Startup of the Year Award Tampa. Florida-based startup lauded for using the gig economy to help contact centers.
Staffing an in-house contact center is challenging and expensive. Learn how the gig economy BPO can address customer service concerns.
Managing an in-house contact center can be harder than it seems. Learn why so many businesses have turned to U.S. call center outsourcing companies for help.
Contact center agents are an integral part of every business. Read how ShyftOff can increase customer service productivity and simultaneously lower costs.
Are your customer service recruiting efforts lacking? Learn how the gig economy and GigCX is making it easier than ever to hire the right people.
Skimpflation is all over the news, but you can’t let it hurt your business. Read how our domestic call center outsourcing is the answer to your need.
Hearing a a lot about GigCX but not sure what it means? Explore the topic further as we explain the concept and how it can help your business.
Outsourced customer service costs are a hot-button issue with contact centers. Read more about outsourcing costs and how ShyftOff can save a company money.
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Not sure how to handle customer service? Read our pros and cons of outsourced customer service for small businesses, and the answer will be clear.
Businesses around the world sought contact tracing technology to safely return to the “new normal” and to help mitigate the spread of COVID-19 while they restarted their business operations.
We believe it is time to rethink the traditional contact center model and seek out new strategies to efficiently improve the customer experience.
In this case study, we will examine how the ShyftOff model can supplement existing contact centers to improve service level performance and reduce overall cost compared to a traditional model.
GigCX is a good way for a business to staff a contact center with qualified agents. Read our three reasons why your contact center should go GigCX.
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