Trevor Clark is the Founder and CEO of ShyftOff, an innovative solution for contact centers and customer support teams in the gig economy. The gig economy has transformed various industries, including contact centers, by offering flexible and on-demand solutions to meet business objectives. ShyftOff focuses on addressing key challenges traditional contact centers pose for agents, such as rigid schedules and limited growth opportunities.
Gig-powered contact centers allow agents to choose their hours and projects, aligning their earnings with their ambition and work ethic. This model enables agents to work across multiple industries simultaneously, broadening their skills and experience faster than traditional setups. By empowering agents to take on as much work as they can handle, gig-powered models offer uncapped growth opportunities that accelerate professional development and potential.
In a gig-powered model, contact centers can focus on customer experience without overengineering their operations. Agents can upskill through tailored training programs that benefit both their careers and the contact center. One of the advantages of gig-powered models is the ability to offer competitive compensation by optimizing operations like training and performance management. This approach ensures that agents are more engaged during working hours, leading to higher-quality customer interactions.
Gig-powered contact centers also address the challenge of isolation in remote settings by leveraging technology to create a virtual community among agents. Platforms like Slack, Microsoft Teams, and Zoom enable real-time communication and collaboration, fostering a strong sense of community and connection. By actively managing and nurturing this community, outsourcing partners enhance employee satisfaction and retention, allowing contact center management to focus on customer experience.
Top contact centers are pivoting towards gig-powered models to attract high-performing teams and offer agents more flexibility in managing their careers and income. These models support agents in upskilling and thriving in a diverse range of projects, ultimately benefiting both the agents and the contact center. With the expansion of the gig economy, gig-powered contact centers will continue to be the norm as companies prioritize growth, operational efficiency, and an empowered work environment for their agents. Leaders who understand and leverage the benefits of gig-powered models effectively can enhance their operations and stay ahead in the evolving business landscape.
