Terry Rybolt

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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