Today’s interview is with Roger Beadle, the co-founder of Limitless, a gig-economy platform that addresses some of the biggest challenges faced by the contact centre industry: low pay, high attrition and access to new talent. Roger joins me today to talk about gig-based customer service, the gig economy, the GoodGig® Charter, Limitless and how brands are leveraging gig-based customer service.
This interview follows on from my recent interview – We should talk about moments that shatter rather than the moments that matter – Interview with Michael G. Bartlett – and is number 420 in the series of interviews with authors and business leaders that are doing great things, providing valuable insights, helping businesses innovate and delivering great service and experience to both their customers and their employees.
Here are the highlights of my chat with Roger:
- Limitless enables businesses to crowdsource customer support by rooting customer enquiries to qualified product experts who are working on their GigCX platform.
- We always felt that people that were working part time actually produce better customer service results.
- Limitless’ GoodGig® Charter
- McKinsey’s recently released paper An on-demand revolution in customer-experience operations?
- Limitless’ 2021 GigCX Report
- Gig CX is a great fit with consumer technology brands and companies but within the next few years it’s going to fit across every sector.
- Genesys recently made an investment in Limitless.
- There is no cost to get involved, people on the platform can see the inquiries that are coming in and choose which ones they want to answer with no penalty or impact on their rating on the platform.
- All experts are paid more than the living wage wherever they are located and operate on local terms and conditions. That means that they have a local right of redress if anything happens.
- Onboarding is built into the platform so anybody that applies to become an expert goes through an onboarding and training process.
- One gigger who is on the platform is a guy that is in his eighties. He’s a former tech engineer and when we asked about why he was on the platform he did a little video and sent it to us. He said…. it makes him feel useful.
- More information on the Limitless Experts
- The future of the resourcing of customer service is going to be very much an ecosystem.
- My bold prediction is that in three years gig experts will be able to do everything agents can do in the contact centre.
- There is a second use case for employees.
- Roger’s Punk CX word: Evolution
- Roger’s Punk XL brand/leader: Tony Bates at Genesys
About Roger
Roger Beadle is a UK-based entrepreneur and business leader who is reinventing how customer service is delivered via the gig economy. After establishing several businesses in the contact centre industry, Roger co-founded Limitless with Megan Neale in 2016. Limitless is a gig-economy platform that addresses some of the biggest challenges faced by the contact centre industry: low pay, high attrition and access to new talent.
Check out Limitless, say Hi to Roger and Limitless on Twitter @roger_beadle and @LimitlessGigCX, and feel free to connect with Roger on LinkedIn here.
Thanks to Peggy_Marco on Pixabay for the image.
