Explore our latest thinking on customer care and the gig economy.
November 29, 2023
Three Unobvious Reasons Your Attrition is High
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.
How to Scale High-Performing Agents for Your Contact Center
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.
Best Practices When Communicating Performance Goals with Agents
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.
How to Optimize Contact Center Training for Performance
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 Training Is Optimized for Complex Work — Here's How
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.
How to Survive Holiday Season — Contact Center Edition
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.
Top Mistakes to Avoid When Hiring an Outsourcing Partner
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.
The Top Forecasting Calculators Every Contact Center Pro Should Know
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.
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.
Traditional Seasonal Hiring is Killing Your Contact Center Culture
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.
A Must-Read Playbook for Solving Busy Season Staffing Challenges
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.
How Does GigCX Find the Right Talent for Complex Work?
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 Doesn't Have to Be Disruptive for Contact Centers
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.
How to Make Your Busy Season Your Easy Season - 3 Seasonal Staffing Tips
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.
How to Become a Flexible Contact Center in Less than 30 Days
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.
3 Reasons On-Demand Contact Centers Are the New Gold Standard
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.
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.
Common Problems with Contact Center Staffing and How to Fix Them
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.
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.
GigCX is The Future of Customer Experience in 2023
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.
What is GigCX? And why the best contact centers already use it.
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.