Workforce Optimization

Augmenting Your Workforce Operation with GigCX

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Contact centers face the ongoing challenge of efficiently staffing their teams to meet customer demands while optimizing costs. In an era of dynamic customer needs and unpredictable call volumes, blending an in-house workforce with a GigCX (Gig Customer Experience) team can be a game-changer. 

This blog post explores the benefits of GigCX for contact centers, highlighting how this innovative approach can enhance forecasting accuracy, meet fluctuating demands, and generate substantial cost savings. By embracing GigCX, contact centers can revolutionize how they staff and plan for their contact centers, ensuring optimal performance and customer satisfaction.

Your Secret to Mastering Demand Management

Scalable Staffing: Scalability is a critical factor in ensuring a contact center can effectively manage varying call volumes. With GigCX, contact centers gain access to an on-demand talent pool, providing the flexibility to quickly scale their workforce based on call volume fluctuations. What sets GigCX apart is the high level of engagement from experienced gig agents who are eager to work with your brand.  

By partnering with a GigCX partner like ShyfOff, contact centers can seamlessly integrate gig agents into their staffing mix. This approach empowers contact centers to meet peak demand periods without overburdening full-time employees.

Real-Time Adaption: With GigCX, workforce managers gain the ability to make real-time adjustments to staffing levels. A dedicated GigCX partner is ALWAYS training their agents on your brand's specific workflow. 

As a result, these agents are ready to go at a moment's notice. They can align the number of gig workers based on immediate call volume forecasts, ensuring that customer wait times are minimized, service level agreements are consistently met, and customer satisfaction remains high.

Agility in Seasonal Demand: GigCX offers a cost-effective solution to handle fluctuations in call volume during seasonal spikes or promotional events. This model is designed for contact centers to only pay for productivity. In ShyftOff’s case, contact centers have the flexibility to hire gig workers down to the 30-minute interval.

This agile staffing model ensures that contact centers can swiftly adapt to season demand as workforce managers can augment their existing team with gig workers to handle increased call volumes during these periods efficiently, maintaining service quality and reducing the risk of customer dissatisfaction.

Unlock Cost Savings and Operational Efficiency

Reduced Overhead Costs: Integrating a GigCX team allows contact centers to reduce fixed overhead costs typically associated with maintaining a large full-time workforce. By leveraging gig workers, organizations can save on traditional salaried compensation, benefits, office space, and equipment expenses, resulting in significant cost savings.

The cost and time of hiring a new employee can amount to a few thousand dollars and could require nearly 2 months to fully onboard a new cohort of agents. In contrast to traditional hiring practices, which involve a significant investment of time and resources, GigCX provides a more efficient alternative by streamlining the process, and optimizing e-learning for proficient training, resulting in improved operational efficiency and cost savings.

Elimination of Overtime Expenses: Maintaining 24/7 coverage can be costly for contact centers, often resulting in expensive overtime payments to in-house employees. With GigCX, workforce managers can strategically leverage gig workers to provide round-the-clock coverage during extended hours or weekends without incurring the costs of overtime or mandating overtime for their in-house agents. 

Efficient Resource Allocation: GigCX enables workforce managers to optimize resource allocation by strategically offloading specific routine or lower-value tasks to gig workers. By offloading certain tasks to gig workers, in-house employees can focus on high-value, complex customer interactions, ultimately enhancing productivity and customer satisfaction. Alternatively, some contact centers offload simple tasks to AI self-serve options or chatbots and lean on GigCX outsourcing partners to handle Tier 2 cases. With GigCX, contact centers have increased flexibility to augment their team in the most cost-effective and efficient way to serve their customers.

Other Benefits of GigCX for Contact Centers

Specialized Skill Sets: GigCX platforms, like ShyftOff, allow contact centers access to a diverse pool of talent with specialized skills, enabling organizations to tap into a wide range of expertise, including multilingual support, technical expertise, and industry-specific knowledge. By blending these specialized skills with their in-house team, managers can improve customer experiences by matching the right agent to the right customer. 

ShyftOff uses AI-powered matching to further optimize the agent-customer pairing process. This function analyzes agent profiles, preferences, and historical data to identify the most suitable gig worker for each campaign. The optimized match capability results in personalized, effective support for ShyftOff’s partners, ultimately boosting KPI performance and driving customer satisfaction and loyalty. 

 

Quality Assurance and Performance Monitoring: GigCX platforms often provide performance metrics, ratings, and customer feedback for gig workers. Workforce managers can leverage this data to assess gig workers' performance, identify training opportunities, and ensure consistent service delivery in line with contact center standards. This level of monitoring ensures that contact centers are staffed with the most proficient and successful gig workers who understand how to excel on each specific account. 

Unmatched Flexibility: Integrating gig workers injects dynamic energy into the contact center and drives new ideas, perspectives, and approaches to the contact center. Contact centers can tap into gig workers' creativity and diverse experiences, fostering an environment of innovation and continuous improvement.

The ability to adapt quickly to changing customer needs and market trends is greatly enhanced by the unmatched flexibility that gig workers bring. Furthermore, highly-technical gig workers deeply understand emerging technologies and customer communication channels. This knowledge enables contact centers to stay at the forefront of customer service trends while delivering exceptional experiences across multiple platforms.  

Embracing GigCX is more than just a staffing strategy; it is a paradigm shift that empowers contact center managers to reimagine their approach, embrace innovation and create memorable customer experiences. 

By blending an in-house workforce with gig workers, managers can enhance forecasting accuracy, meet fluctuating demands, achieve substantial cost savings, and unlock a range of additional benefits. 

With careful integration and effective management, GigCX has the potential to redefine traditional staffing models and propel contact centers into the future. By harnessing the power of a blended workforce, contact centers are on track to achieve operational excellence, exceed customer expectations, and drive sustainable growth. As the customer service landscape evolves, GigCx presents an invaluable opportunity for contact centers to stay agile, competitive, and customer-centric. 

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