Terry Rybolt

GigCX Is All Around And It’s Here To Stay

GigCX is quite a recent term within the customer service industry. I only started writing about it myself in 2020 and there are not many examples of earlier commentary on GigCX. I still can’t even find any reference to GigCX in Wikipedia - perhaps...

Could Your Contact Center Be Staffed With Brand Ambassadors?

Our new book “Don’t Fear The Gig Worker: GigCX And The Employment Reboot” picks up from the earlier book, “GigCX: Customer Service In The Twenty First Century”, I wrote with LiveXchange CEO and founder Brian Pritchard and the CX analyst, Mark Hillary. The earlier...

Teamwork: GigCX Is Augmenting BPO Not Replacing It

Over the past couple of years in my blogs and in the two books I have co-authored, I have talked a lot about how GigCX is not designed to replace traditional Business Process Outsourcing (BPO). Since the early days of GigCX there has been...

GigCX Offers An Opportunity To Redefine How You Engage With Your Customers

I have been writing articles about GigCX for a couple of years now. Many of them are educational and explore how GigCX differs from the more traditional Business Process Outsourcing (BPO) approach to customer service. I’ve also contributed to two books, one that was...

When The War For Talent is Global Who Is Returning To A Local Office?

How many Japanese people, or people of Japanese descent, would you guess are living in São Paulo in Brazil? If you are not an expert in nineteenth century migration patterns then you might think this is an odd question - why would there be...

Can You Serve All Your Extra Customers In The Post-Covid Boom?

The Covid-19 pandemic has been a disaster for many industries, but we are now seeing more than just the shoots of recovery - some sectors are soaring. Take a look at apparel sales for one example. Compared to the same period (Q4) in 2019...

How Has The Great Resignation Affected Your Industry?

The world is changing fast. The post-pandemic wave of resignations has been called the Great Attrition - or is it the Great Attraction or Great Resignation? A year and half after the start of this pandemic, many employees are asking if they really want...

HfS Research Says ‘Get Ready For Gig CX!’

I have been arguing here in my articles for months, maybe even longer, that Gig CX is about more than just BPO or contact centers. Gig CX is not replacing BPO, it is offering captive contact centers and BPOs the opportunity to create a...

Building A Gig Mindset Means Changing How We View Work

Sometimes I wonder if Gig CX is the right name for the kind of flexibility that we see when applying the gig economy to customer service processes. The gig economy is generally seen as a very flexible way to design and manage labor, but...

Just Adopting WFH Is Not Enough For True Flexibility

Throughout the Covid pandemic most office-based employees have worked from home (WFH). Many commentators have commented on how successful this experiment was because companies could continue to operate with all their people at home and once they all had Zoom and Teams setup then...

Building A Gig CX Advocacy Network Enhances Both CX AND Diversity

I have often written in the past about Gig CX not being a replacement for Business Process Outsourcing (BPO) and contact centers. These ideas can co-exist and in many cases we are working with BPOs to create solutions where they build out the heart...

Digital Economy Companies Need More Flexibility

A recent feature in Nearshore Americas talked about the huge recent gains for e-commerce and digital economy companies. In the past year these companies have seen an enormous boost because of the Covid-19 pandemic. Many analysts believe that the gains in e-commerce will become...

Gig CX Allows You To Build An Army Of Fans For Your Brand

I am often asked to explain Gig CX in the context of the contact center. A traditional customer service operation requires a large building full of customer service agents who all need to live close enough to the center to be able to commute...

GigCX Can Help You Ace Your Seasonal Peaks

Seasonality is a well known issue in retail. Valentine’s Day, Mother’s Day, the back-to-school season, Halloween, Black Friday, and the Christmas and Hanukkah holidays all create peaks in demand for different types of retailer and they all have to find different ways of coping...

GigCX Will Not Replace Contact Centers – But It Can Improve Them!

One of the common misconceptions about Gig CX is that those of us who evangelize the concept are always looking to replace the traditional contact center. This is far from the truth. I spent many years working for one of the leading global customer...

Don’t Fear The GigCX Agent – They Also Love Your Customers!

Before the Covid-19 pandemic there was a common fear amongst customer service executives that if their agents worked from home then quality, productivity, and security would all be at risk. The pandemic demonstrated that none of the work from home disasters they expected need...

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