Forrester Report

Customer Service Reboot:
The Rise of The Gig Economy

When customers escalate queries from self- to assisted-service, they want support from experts they can trust, not just a generalist. Recruiting from online communities can be an effective way to find this valuable talent.

Explore the financial and operational potentials of the non-traditional employee in Customer Service Reboot: The Rise Of The Gig Economy by Forrester Research.  You’ll learn how this flexible new labor model can provide contact center experts who are:

  • Viewed as more authentic with experiential understanding
  • Paid only when they resolve problems
  • Able to respond faster to queries for their specific areas of interest

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