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GigCX (gig customer experience)

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GigCX refers to a blend of the gig economy with customer experience. GigCX is the use of independent, or freelance, gig workers to provide customer service for companies. Typically this type of work would be undertaken by employees based in a contact center, however there are several key differences with the GigCX approach.

The specific attributes of each GigCX arrangement may vary, but these are the most important attributes when compared to employees delivering customer service processes from a contact center:

  1. GigCX customer service agents are not employees, they are independent freelancers just like on many other gig platforms.
  2. They are usually not remunerated based on time worked - they earn a fee each time they help a customer.
  3. They are usually based at home - there is no physical contact center.
  4. They usually select their working hours rather than having a defined or contract time to work.
  5. They usually select which brands they want to work with.

GigCX usually works using a software platform that creates a virtual contact center. The end customers call a helpline as normal and the platform selects an available agent and routes the call to them in their home. The contact center is entirely virtual.

GigCX does not necessarily replace contact centers. It can be used by companies that manage or outsource their customer service to a Business Process Outsourcing company. It can be used to boost an existing team, perhaps to cope with peaks in customer volume such as Black Friday or other busy periods. The industry analyst Gartner has suggested that these peaks can sometimes be 10x normal customer service volumes.

Gartner has also suggested, in their 2021 strategic insights, that by 2025 around 75% of all customer service interactions will be managed by freelance GigCX agents.


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