# Has contact center hiring finally turned a corner?

We surveyed 400+ CX leaders in the U.S. and U.K. for our [annual GigCX Report](https://learn.limitlesstech.com/gig-customer-service-report). More than half (55%) said that hiring contact center employees has been somewhat or considerably easier this year than in the previous 3 years.

At first glance, it seems we’ve turned a corner in terms of the contact center hiring difficulties of the last few years.

Of course, returning to pre-pandemic hiring doesn’t mean it is easy, just easy by comparison. According to CX leaders, sourcing and managing the best talent continues to be a formative challenge for contact centers.

Our report also revealed that the greatest cause of concern regarding service staffing in 2023 is the [demand for flexible working](https://www.limitlesstech.com/resource/work-preferences-gigcx), followed by difficulty hiring in physical contact centers, and a shortage of talent in the workforce marketplace.

With so many hiring difficulties facing CX leaders, it’s no wonder many have turned to or plan to turn to gig-based customer service (GigCX) as a [solution to finding and retaining quality talent](https://www.limitlesstech.com/resource/gigcx-contact-center-hiring).

From this year’s report, awareness of, interest in, and use of GigCX among CX leaders clearly continues to trend upward.

When asked how familiar they are with GigCX, 22% of CX leaders we surveyed said they are currently using GigCX in the organization, up from 8% in 2022, a dramatic 149% increase year or year.

Nearly half (47%) said they are very or somewhat familiar with GigCX, up from 38% in 2022, a 26% increase.

And 31% of CX leaders said they know very little about or have never heard of GigCX, down from 54% in 2022, a steep decline of 43%.

The survey also asked about the current or future use of GigCX. Nearly a quarter (24%) of CX leaders said they have added it to their service operations in the last 12 months, and nearly 60% of CX leaders plan to add GigCX to their service operations within the next 2 years.

While CX leaders claim many benefits to leveraging a GigCX model, they cited access to an [agile talent pool](https://www.limitlesstech.com/resource/leveraging-global-cx-talent-pool) as the top benefit.

There are many advantages to leveraging a GigCX crowd of experts, compared to traditional contact center agents, such as their native brand knowledge and experience, passion for the brand, on-demand availability, per-resolved-case payment, and more.

**Related:** [Contact center agents vs. Gig experts - What’s the difference?](https://www.limitlesstech.com/resource/agents-vs-experts)

Plus, now that [GigCX Experts can do anything a contact center agent can do](https://www.limitlesstech.com/resource/introducing-secure-access-gigcx), including handling more advanced customer inquiries, implementing a GigCX model is a no-brainer for CX leaders.

Many of the [world’s largest brands](https://www.limitlesstech.com/our-clients) – Google, Microsoft, PlayStation, Unilever, and more – are partnering with Limitless to deploy and deliver their GigCX model.

**Related:** [How Zwift uses GigCX to scale and flex its customer support](https://www.limitlesstech.com/resource/zwift-gigcx-scale-flex-customer-support)

Find out [why businesses should consider GigCX](https://www.limitlesstech.com/resource/why-your-business-should-consider-gigcx) in their service operations.