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For eBusiness & Channel Strategy Professionals

Customer Service Reboot: The Rise Of The Gig Economy

Basic Queries And Field Service Needs Are Ripe For Freelance Workers To Handle

May 8, 2018

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Why Read This Report

Contact centers struggle to balance the need to contain costs and to provide differentiating customer service. To achieve both goals, brands would do well to explore nontraditional — or gig economy — labor models. Many brands already have customer communities where P2P support is the norm. A gig economy approach allows brands to manage this process in an intentional way, reducing costs while keeping quality of service up. This research explores how and why digital business leaders should start planning now for the Uberization of support models.

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Table of Contents

  • The Uberization Of Service Provides New, More Flexible Labor Models
  • Recommendations

  • Start Planning Today For A Gig Economy Future
  • Supplemental Material
  • Related Research Documents

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