2022 CX Prediction on the Future of Work: D&I Matters
Reposted from Intelligent Sourcing. Authored by Intelligent Sourcing with Mark Hillary | Writer and Analyst
It’s still early in 2022, so there is just enough time to make a few predictions for the year ahead in CX.
One of the most important recent changes in this industry has been that fact that every major Business Process Outsourcing (BPO) company now has two years experience of most of their team working from home (WFH).
This flexibility is an important point. Who wants to get up early and commute to the same office everyday to work a long shift in a contact center and then commute home again in the evening? Companies are looking to create a more flexible and dynamic labor pool and the agents want to chop and change their working hours to fit around their life outside work. The CX analyst Stephen Loynd talks at some length about this subject in this podcast interview, where he suggests that more flexibility will be a requirement to attract the best talent.
You can’t create this flexibility without a welcoming and inclusive corporate culture. People need to feel valued in terms of their compensation, but also their day to day work environment and career opportunities. Alorica has recently earned several accolades in the US that recognize their focus on diversity and opportunities for women – it’s this approach to flexibility and diversity that needs to become normal throughout the industry.
Ultimately, the growth of CCaaS will lead to many companies embracing GigCX. This is where agents can flexibly access the virtual contact center – more can be online when needed and the numbers can be reduced for quiet periods. The gig agents are paid each time they help a customer, rather than hourly, and in most cases these workers are earning a lot more than most hourly-paid contact center agents.
The virtualization of the contact center did not begin with the pandemic, but technologies like CCaaS and GigCX are becoming popular because brands now want resilience and greater flexibility.
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