Post by shiyabul on Aug 18, 2024 1:41:10 GMT -5
The Great Resignation and the impacts of the COVID- pandemic have changed workforce availability and shifted how workers want to experience work. With so many organizations having been converted to remote work over the last two years and % of companies planning to keep at least half their staff remote, contact centers are re-examining how to fill agent roles.
One viable option is Gig Economy workers. What Is the https://lastdatabase.com/ Gig Economy? The Gig Economy comprises freelance or contract workers who typically supplement full-time workforces by providing flexible, temporary labor. Gig workers take on project-based jobs or fixed-term assignments to fill labor gaps in various industries, supporting businesses with a variety of skills and services. Many contact centers are familiar with the scalability that comes with business process outsourcing (BPO), in which an outside agency provides additional agent support on an as-needed or even full-time basis.
BPOs have enabled contact centers to quickly scale staff during high-peak seasons without the hassle of sourcing, onboarding, and hiring employees. Hiring gig workers is another way to solve that challenge. Is Technology Replacing Agents? The latest conversational artificial intelligence (AI) technologies, such as intelligent virtual agents (IVAs), enable contact centers to automate many routine and repetitive service requests, which can massively improve customer and agent experiences.