Shep Hyken interviews contact center expert Chrissy Cowell. They discuss the concept of the “gig economy,” the utilization of contact centers for freelance employee management, and how on-demand agents can provide cost-effective support and solutions for your customers and your business.
“Gig employees provide easier access to specialty workers that businesses may require.” – Chrissy Cowell
“It’s important to make on-demand gig employees feel engaged and provide motivation to keep them involved and engaged in your business.” – Chrissy Cowell
“Being able to accurately forecast, understand your business, and understand the fluctuations in personnel is critical to ensure that your gig workers are truly busy and needed.” – Chrissy Cowell
“Using the gig model can help you supplement employees and provide a better service to your customers.” – Chrissy Cowell
Chrissy Cowell is the Director for Work Force Optimization Product Management at Aspect. Across her 18 year career in the contact center industry, she has worked with various WFOs and BPOs in addition to assuming other roles such as account director, consultant, marketing manager, and quality manager.
Shep Hyken is a customer service and experience expert, New York Times bestselling author, award-winning keynote speaker, and your host of Amazing Business Radio.
This episode of Amazing Business Radio with Shep Hyken answers the following questions … and more:
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