Overview

In 2020, Brian Pritchard, Terry Rybolt, and Mark Hillary explained GigCX (Gig Customer Experience) to the world in their book 'GigCX: Customer Service In The Twenty-First Century.' This was followed in 2022 with 'Don't Fear The Gig Worker' - an exploration of how GigCX could redefine professional work in modern society. Now they are back, and this new book goes even further. It explores what modern workers really want from employment and how companies need to adapt to post-Covid expectations of flexibility. It explores why traditional customer service contact centers are plagued with attrition and dissatisfied employees. It explores how people can build a long-term career in customer service to perform work that they find interesting and fulfilling. It explores the law around freelance workers and how flexible options, such as GigCX, enable a stronger focus on diversity and inclusion. Employees are redefining their expectations of work so much that many are just deciding to abandon the idea of a Monday to Friday job altogether. How do you retain workers that don't want to work in offices or work regular daily shifts? GigCX: The Benefits Of A Flexible Workforce analyzes all these questions and defines a flexible future for customer service managers. If you are leading an internal contact center or CX department, or you work for a company that specializes in CX services, then this book is filled with information and ideas especially for you.

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