Recruiting & Hiring

More and more consumer interactions are going to online channels, making live-chat support the fastest-growing business segment for contact centers and business process outsourcing...

For more than a decade, a push toward virtual contact centers with work-from-home (WFH) agents has been moderately successful. However, the COVID-19 pandemic accelerated...

We all at one time have fallen victim to the clickbait trap. You see an enticing notice that reads something like, “10 Full-Length Photos...

Chances are you have pivoted toward remote agents, and maybe not by choice: Most organizations were forced into work-from-home situations. You scrambled and had...

Contact center leaders often find themselves faced with the challenge of having to quickly staff up to accommodate business growth and expansion. Identifying a...

As an initial point of contact with your brand, customer service reps must be able to provide an excellent customer experience and resolve problems...

It’s currently a job-seeker’s market with contact centers in tight labor markets facing stiff competition for top talent. Add to that the industry’s high...

The competition for top talent is heating up. Contact centers in tight labor markets already are experiencing a shortage of skilled job candidates. For...

Many brands and organizations are focusing on recruiting and retaining younger workers, typically thought of as the millennial generation. On college campuses, however, professors...

What leader wouldn’t love to fill his or her contact center with highly skilled customer service professionals who will stay for a while and...

In late 2017, ICMI surveyed the contact center community to ask about their challenges for the year ahead. What came out on top? Hiring,...

On a single night in 2017, 553,742 people were experiencing homelessness in the United States, according to the Department of Housing and Urban Development....

I often ask leaders of award-winning contact centers what they think is the key strength of their operation. They almost always point to their...

Rapidly evolving technology and expanding product lines have contributed to an environment in which many frontline agents are finding it increasingly difficult to keep...

Everybody loves Susie. Customers rave about her, her adherence rate is off the charts, her quality percentage is among the highest in the organization…...

A well-developed agent profile will allow you to understand what makes an ideal candidate before you begin the hiring process. It’s important to have a...

In my last post, I mentioned a Purdue University study on decreasing attrition in a contact center environment. The study found that contact centers...

If your applicant intake process involves fogging a mirror, you may be hiring, not selecting. According to a Purdue University study on decreasing attrition in...

We’ve all been rooting for the U.S. economy to recover, but as it improves, it’s getting harder to attract and retain agents. In an...

Is your current recruiting and hiring strategy the same one that’s been in place for the past five or 10 years? If so, you’ve...