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Why it is Important for Customer Service to Embrace New Working Models

By Roger Beadle, CEO and Co-Founder of Limitless

According to a recent study, almost 18% of customer service managers are returning to pre-pandemic methods, such as physical contact centers, which is a step backwards. Although 49% recognised the necessity of modifying their work models in the past few years, only a third of them have implemented an alternative system. CX leaders must acknowledge that we have not gone back to pre-pandemic times and should instead adopt adaptable, hybrid, and remote models.

Employing flexible models provides various benefits, such as enhanced efficiency, lowered operational expenses, and elevated job satisfaction among staff. By establishing the appropriate technology and framework, customer service representatives can operate from any location worldwide. Such a network can offer uninterrupted assistance to customers in different time zones and languages, as well as enabling brands to recruit from a much broader range of skilled individuals.

This method provides greater scalability, empowering companies to swiftly expand or contract their customer support operations in response to market demands. Such flexibility can be especially beneficial during critical situations, when customer service requirements can fluctuate rapidly. Therefore, completely reverting to inflexible pre-pandemic models would be regressive, as it undermines the agility that businesses require to adapt to unforeseen changes.

Why flexible working models should be adopted in the CX industry 

When large-scale and sudden global events occur, such as inflation, war, and supply chain disruptions, forecasting and scheduling become increasingly challenging to execute accurately. Forecasts often miss the mark, and unforeseeable acts of "force majeure" can counteract them. The CX industry is particularly susceptible to changes in service demands due to shifting global economic patterns, evolving customer priorities, and business requirements. Consumers not only react to such events but also bring their unique habits into this environment.

PWC's 2023 survey on global consumer insights has revealed that an overwhelming 96% of consumers plan to adopt cost-saving practices in the coming six months. As business objectives adapt to these shifting trends, brands must have a workforce model that can not only adapt in real-time but also provide exceptional levels of service to establish customer loyalty.

GigCX, which stands for "Gig Customer for Service," is a flexible-by-design model that employs gig workers from all over the world. These workers are "super users" and brand evangelists who possess unparalleled passion and product knowledge. Brands can tap into this pool of on-demand super users who can work anytime and from anywhere they choose.

Well-known corporations like Microsoft, Sony, and eBay have already integrated GigCX into their operations, and they are reaping the rewards of increased flexibility and scalability. As a result, they can respond more quickly, which has resulted in higher levels of customer satisfaction.

But what exactly are these benefits? 

From fixed to flex: the benefits of moving away from a fixed resource model  

A resource model that is inflexible and composed of on-premises or work-from-home agents has various limitations. These customer service agents are not brand experts; they typically require up to six months of training, work based on set schedules, are paid hourly rates, and provide limited options in terms of language, region, and availability.

In contrast, GigCX specialists are premier brand evangelists who can be onboarded in under a week, work on-demand, and are flexible, with an outcome-based pricing structure. The beauty of having a worldwide workforce is the ability to meet any language, region, or time-related requirements 24/7.

Shifting away from a fixed resource model offers several significant advantages. It provides greater agility, allowing the workforce to scale with demand, resulting in increased time efficiency and improved resilience to unforeseen events. Additionally, reducing the number of brick-and-mortar facilities and permanent staff naturally leads to cost savings. This move can also significantly support a company's sustainability objectives by reducing their reliance on physical centers and the carbon emissions that they generate.

The essence of CX is the customer experience. The GigCX approach can be an invaluable tool in enhancing customer success and engagement throughout the entire journey.

Why customers will enjoy greater satisfaction from interacting with a diverse pool of talent  

The GigCX model's flexible talent ecosystem can effectively handle a wide range of customer queries, thanks to the diverse skill sets of its gig experts. By distributing tasks based on skills, those who are best suited to address specific customer concerns can do so, resulting in a more efficient and effective service. Additionally, because these gig experts are brand advocates and highly motivated, they can provide a more empathetic and relatable customer experience.

A fit for the modern world 

Although GigCX elevates customer experience, this does not mean it should fully replace traditional office setups and permanent staff - as these are still essential. Rather, it is about having a flexible workforce that can complement the core team. As the CX landscape continues to evolve, with an increasing number of tools and technologies required to meet customer expectations, it only makes sense for business operations to keep pace with these changes.

The GigCX model is designed to create a diverse and highly skilled talent pool comprised of brand advocates who are also customers themselves. Why limit your company to outdated methods when you can develop a hybrid strategy that is tailored to the demands of today's world?

Roger Beadle, CEO and Co-Founder of Limitless