Live Chat Vs. Phone Agents: How to Find Top Performers at Scale

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 providers worldwide. As businesses digitize, the pace of this growth...

Recruiting for the Contact Center of the Future

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 that trend at lightning speed as contact centers around the...

Contact Center Recruiting: Tap into the Older Workforce

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 of Sasquatch Making Snow Angels.” Who can resist? This happened...

Hiring Work-at-Home Agents After the Coronavirus Crisis: What’s Next

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 little choice. The race will soon be on to either replace...
Inside View, Elaine Avery, Atlantic Union Bank

Inside View: Elaine Avery, Atlantic Union Bank

Contact center leaders often find themselves faced with the challenge of having to quickly staff up to accommodate business growth and expansion. Identifying a top candidate who has the passion and skills to deliver...

5 Ways to Screen Job Candidates for Positive Attitude

As an initial point of contact with your brand, customer service reps must be able to provide an excellent customer experience and resolve problems fairly and efficiently while showing empathy to every caller. It’s...

Inside View: Michael Rotter, Aerotek

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 rate of turnover and it is easy to see why...

Recruiting for the Modern Contact Center

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 employers, it’s either settle for less qualified candidates and...
Now Entering the Workforce: Rethinking Jobs for Gen Z

Now Entering the Workforce: Rethinking Jobs for Gen Z

Many brands and organizations are focusing on recruiting and retaining younger workers, typically thought of as the millennial generation. On college campuses, however, professors and foodservice executives have noticed the arrival of a new...
Refining the Hiring Process

Refining the Hiring Process

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 help to grow the business? That might be easier to...
Why Hiring, Training and Recruiting Is Still a Challenge for Contact Centers

Why Hiring, Training and Recruiting Is Still a Challenge for Contact Centers

In late 2017, ICMI surveyed the contact center community to ask about their challenges for the year ahead. What came out on top? Hiring, training and retaining agents. People-related problems are an age-old struggle...
Call-Center-Inside-View-Feature

A Call Center and Nonprofit Partnership Connects Homeless with Jobs

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. Millions more live on the brink every day—one life event...
A common cause of customer service new-hire turnover in contact centers

Quick Tip: How to Prevent Hiring Failures

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 people. Many also stress that the “secret sauce” is hiring...
Evaluate Frontline Contact Center Agents for Coaching

Evaluate Frontline Job Candidates for Coachability

Rapidly evolving technology and expanding product lines have contributed to an environment in which many frontline agents are finding it increasingly difficult to keep pace with constantly changing tools, processes and expectations. A new-hire’s...
Modeling the Top Performer in your Call Center

Top-Performer Modeling

Everybody loves Susie. Customers rave about her, her adherence rate is off the charts, her quality percentage is among the highest in the organization… and she hasn’t missed a day of work in over...
Hiring top performing call center agents

Hiring Top Performers

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 keen awareness of what you’re looking for, says Kevin Hegebarth,...
cut attrition

Cut Attrition with an Effective Applicant Intake Process: Behavioral Interviews

In my last post, I mentioned a Purdue University study on decreasing attrition in a contact center environment. The study found that contact centers can reduce their attrition by 21% by implementing an applicant...
Cut Attrition

Cut Attrition with an Effective Applicant Intake Process: Assessments and Realistic Job Previews

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 a contact center environment, you can reduce your attrition by...
The Cost of A Bad Hire

The Cost of a Bad Hire

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 effort to put “butts in seats,” some companies hire talent...
Recruiting and Retaining Talent

Recruiting and Retaining Top Talent

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 just uncovered a key reason for high turnover in your...
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