The Future of Contact Centers?
Despite their increasingly important role in attracting and retaining customers and revenues, contact centers continue to face high agent turnover.
Yet to keep delivering excellent customer service and support and making sales, centers must...
Refining Remote Working
Going remote was just the beginning. If 2020 was about transitioning and uncertainty, consider 2021 the year of acceptance and innovation as contact centers embrace the new reality.
Eighteen months into the COVID-19 pandemic...
A Second Chance to Stop the Great Resignation
According to the U.S. Labor Department, a record 4.3 million Americans quit their jobs in August, 2021 and experts predict this trend won’t slow any time soon.
This phenomenon, known as the Great Resignation...
The New Broom Sweeps Clean
The idiom The New Broom Sweeps Clean is great for the New Year since it essentially means to get rid of the old and bring in the new. It appears in John Heywood’s 1546...
Virtual Contact Center Jobs Provide Opportunities for Workers with Disabilities
More than a year after COVID-19 was declared a global pandemic, the impact has greatly affected how all of us work and live. Due to the need for social distancing, many businesses closed—some for...
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
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
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
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
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...
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...
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 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...
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...