51% of CX executives to employ gig workers in 2022
More than half, or 51%, of customer experience (CX) executives are interested in hiring gig-based customer service workers — referred to as GigCX — in 2022.
In the 2022 Front Office CX Omnibus Survey — sponsored by workforce technology company LiveXchange Technologies and conducted by Peter Ryan, president of CX and BPO consultancy firm Ryan Strategic Advisory — 668 enterprise executives shared their views on their strategic decision-making authority over contact centers in their respective organizations.
According to Ryan, almost half of enterprise CX managers have looked at the gig model for managing inefficiencies in their contact center operations.
“These findings suggest that COVID-19 may have shifted the importance of BCP (business continuity planning) on a long-term basis,” he added.
The United States and France showed the most interest in hiring gig workers, with 49% and 47% respectively. CX executives in France, Australia, Canada, and Germany were also notable.
Ryan added that the negative perception of incorporating GigCX has resulted in several companies missing out on its advantages.
Responding to the survey results, LiveXchange Chief Revenue Officer Terry Rybolt said, “Customer experience management is rapidly evolving, so CX executives that pivot quickly to adapt to the market will find the most success.”
“GigCX should represent a part of the transformation for organizations that want to gain a fresh foothold on the market,” Rybolt concluded.
