On-demand workforce technology company LiveXchange Technologies, Inc., announced the results of the 2022 Front Office CX Omnibus Survey, which revealed that 51% of customer experience (CX) buyers would consider using gig-based customer service workers — referred to as GigCX — in 2022.
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The survey, sponsored by LiveXchange, and conducted by Peter Ryan, president of Ryan Strategic Advisory, a CX and BPO consultancy, articulated the views of 668 enterprise executives, each with strategic decision-making authority over contact centers in their respective organizations.
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According to Ryan, in 2022, almost half of enterprise CX managers have looked at the gig model for managing inefficiencies in their contact center operations.
“Since the pandemic started, business continuity planning has been a top-tier investment priority and pain point for in-house enterprise contact centers for the last two years,” Ryan said. “These findings suggest that COVID-19 may have shifted the importance of BCP on a long-term basis.”
The 2022 Omnibus Survey results varied by country, with the United States and France expressing the most interest (49% and 47% respectively). Interest among CX executives in France, Australia, Canada, and Germany was also notable.
“Plenty of CX executives have embraced the idea of GigCX due to its many benefits but still struggle to determine the best way to fit the model into their delivery strategies,” Ryan said. “The perception is that incorporating GigCX is somewhat of a heavy lift, which has led to many outsourcing providers abandoning the thought and ultimately missing out on its advantages.”
The survey also revealed that CX enterprise decision-makers are primarily concerned about security and legal factors regarding deploying gig workers. Participants in Australia, the U.K., and the U.S. identified security as a significant problem. Legal matters were the principal inhibitor for those in France, Spain, and Canada.
“Companies that adopt GigCX have access to a readily available, on-demand pool of agents with specific domain expertise who can be activated when customer demand increases,” said Terry Rybolt, Chief Revenue Officer at LiveXchange, responding to the survey results. “It’s a way of balancing quantity and quality while maintaining efficiency, making it a strong champion for the next evolution in customer care.”