“Remote Jobs Near Me”: New Careers in Customer Contact

The state of work has also undergone countless transformations in recent years. The rise of AI, the COVID-19 pandemic, shifts in political agendas, and fluctuations in popular ideologies have created a marketplace that looks far different than it did even a decade ago. These factors have also changed the way we think about work - and this perspective continues to evolve. 

New categories of jobs have emerged as the gig economy has become inextricable from the greater economy. There is a growing number of workers who fund their lifestyle with multiple streams of income and take on fractional roles instead of a traditional full-time position. This differs from the concept of simply having a second job; it is a more substantial lifestyle change taken on by people across classes and backgrounds. If this trend continues, we’re likely to see increasingly customizable ways of constructing a career. 

The arena of work continues to evolve as well. Despite news of several large companies mandating their employees return to the office, many organizations have found that a remote contact center is more cost-efficient and effective than the traditional in-person model. A team of remote employees allows for flexibility across time zones, seamlessly allows for a mix of both full-time and part-time roles, and can be scaled according to business needs without prompting layoffs or batches of urgent hiring. Companies that can source remote workers from all across the U.S. have a massive talent pool to choose from. With the right recruiting processes, companies can be more specific and intentional about the skills and backgrounds they’re hiring from than ever before. 

CX Careers: There’s something for everyone

We know that this job market has been challenging for everyone looking for a role, from recent college graduates to seasoned professionals. For those job seekers having trouble finding a role that matches their previous experience, CX is a promising path. As companies of all sizes undergo change to optimize customer service and create new digital experiences, professionals with multi-faceted skill sets are in high demand. Both traditional and emerging roles in CX blend elements of data analysis, communications, and project management, resulting in multi-disciplinary roles. We’ve identified the top skills we believe are most essential to being a CX leader of the future. 

1) Technology savvy

As contact centers become optimized and analyzed by all different types of technologies and platforms, the ability to quickly learn how to use them is crucial. One of the most significant developments in analyst roles in recent years is the popularization of tools that allow those without coding skills to perform complex data analysis. Building up foundational knowledge of technology will go a long way when tasked with learning how to use new platforms and apps. 

2) Empathy

Imperfect augmentations of customer experiences with technology has bred skepticism among customers. The ability to guide customers through new technology-led processes and handle their frustrations will continue to be critical. Understanding why customers are vexed and the appropriate way to reconnect with them after a negative experience requires empathy and emotional intelligence. These skills are a necessity, especially as the opportunities for human-led customer experience dwindle.

3) Critical thinking 

The days of agent roles being dominated by scripts and data entry are all but gone. The agent of the future takes a more dynamic role in customer interactions, offering more consultative experiences and juggling multiple tools and platforms. While a fully integrated tech stack is ideal, the reality is that most companies will undergo a trial and error process as they determine the best options for their needs. In the meantime, engaged, curious agents can provide valuable experiences for their customers and contribute to their organization by critically searching for ways to improve their processes. 

As companies continue to compete on the customer experience, we are likely to see a greater diversity of skill sets and personalities in agent roles. For many years, the contact center agent role was viewed as a customer service position that relied on scripted responses. With the presence of new technology and AI, agents are poised to take on a more analytical role fostering connections over transactions. 

Image by Mart Production on Pexels.