Contact Center Pipeline January 2023 January 2023 - Page 47

Though the gig economy has seen significant economic growth , it has allowed companies to be more flexible and created new job opportunities . But has it led to some abuse ?
The newly proposed Biden Administration gig worker regulations may seem beneficial for the gig worker as it requires companies to provide better benefits , such as health insurance , paid leave , workers ' compensation , and minimum wage , to name a few .
THE TRADITIONAL CALL CENTER IS QUICKLY BECOMING A THING OF THE PAST . THE VIRTUAL CONTACT CENTER IS THE FUTURE ...
However , the proposed regulations could make it challenging for call center companies that classify gig workers as independent contractors leading to higher costs due to offering benefits .
I believe it ' s unclear how soon the administration will unveil its proposed regulations or how much they will impact the gig economy . But the debate over the future of the gig economy is sure to continue .
STRATEGY
PERSONALIZING SERVICES , FOCUSING ON THE CUSTOMER JOURNEY
Recently , there has been a greater focus on the customer journey and how each interaction fits into the big picture . This has led to a better understanding of the CX and how to optimize it .
This trend is expected to continue in the contact center as companies strive to provide a better CX . Contact centers must take a holistic view of the customer journey to provide a better CX .
By understanding the customer journey , contact centers can improve the CX at every stage , from first contact to post-purchase support .
One way to understand the customer journey is to track customer interactions . This data can help identify pain points and areas for improvement . Additionally , this data can create a more personalized experience for each customer .
Another way to improve the CX is proactively reaching out to customers . This can be done through customer surveys or customer service interactions .
By understanding the customer journey , contact centers can identify pain points and areas for improvement , creating a seamless CX .
The future of the contact center world looks bright , with advancements rolling out from different avenues , coupled with the emphasis on CX .
However , with these advancements , I feel companies will slowly adapt with trial and error to determine how the puzzle fits together to create a better experience for their customers and employees .
Mark Pereira is a Trainer and On-Site Supervisor at Briljent LLC . He is a Certified Professional Trainer ( CPT ), Certified Customer Service Professional ( CCSP ), and Modern Classroom Certified Trainer ( MCCT ). Mark is a learning leader who applies what he learns to continuously add value to his team while also implementing proven teaching methods to improve retention while taking calls , effective coaching , engaging agents for increased productivity , and leading with empathy . Mark has a bachelor ’ s degree in Commerce ( B . Comm .), and currently lives in Indianapolis , Ind .
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