This week we released part two of our Agent Experience Index survey covering the gig economy and how customer service agents feel about it. Currently, 16% of customer service agents are working in the “gig economy” and we expect that number to continue to rise. The desire for agents to work in the gig economy is fairly high with 40% of all agents expressing interest and 51% of millennials. Along with the flexibility, control over work, and mobility “gig” agents have, it also shows that they are given more modern tools to communicate with employers and are also trained on emerging channels. You can find the full report here and view the infographic below.
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