Revolutionising Customer Experience with Freelance Models: Claas van Delden's Journey with Yoummday

CX Diaries - with Keith Gait

Prepare to be captivated by Claas van Delden, Chief Growth Officer at Yoummday, as he unveils the transformative world of freelance models in the customer experience sector.
Our conversation with Claas is more than just an interview; it's a treasure trove of insights on how flexible work opportunities are not just a perk but a revolution for agents and clients alike.
He reveals the inner workings of Yoummday's technology platform, which is reshaping how global networks of freelance agents deliver top-tier services, while also ensuring their happiness and growth – a true game-changer in brand building and client satisfaction.
In a landscape where AI and international expansion are buzzwords, Claas steers the conversation towards the heart of what makes a business excel – its people. Discover how Yoummday's unique KPIs, such as the Talent Net Promoter Score, are a testament to a thriving workforce and how low attrition rates aren't just numbers, but stories of fulfilled agents.
Through interactive training and virtual team-building, freelancers become integral to the company's culture, heralding a sea change in the future of the global contact centre and BPO sectors.
Claas's journey from digital investment to operational leadership adds a personal touch to this narrative, proving that innovation and empathy can indeed go hand-in-hand.

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1. Revolutionising Customer Experience with Freelance Models: Claas van Delden's Journey with Yoummday (00:00:00)

2. Exploring Freelance Gig Models in CX (00:00:33)

3. Global Outsourcing Trends in Dynamic Markets (00:15:56)