Tag: hiring

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...

For many, the holidays are a time to reflect, celebrate accomplishments and consider the year ahead. If that’s true for you, too, then you’ll...

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

Do you have trouble hiring quality agents? Retaining the superstars? You’re not alone. Surveys suggest agent attrition is a top concern year after year....

Early in my management career, I followed the Golden Rule: Treat others as I would want to be treated. I believed that if I...

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...

Hiring and onboarding new employees are processes that no contact center manager takes lightly, especially since high agent turnover remains a top challenge. Compounding...

June was a busy month for industry events, including the 2018 SWPP Annual Conference. WFM expert Tiffany LaReau of Human Numbers was onsite in...

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...

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....

Our Quick Tips posts are just that—brief posts providing advice or actionable items from industry experts. These are tried-and-true practices that have proven successful...

Many centers struggle to find the right frontline staff, and then suffer further when hirees don’t show up for training, quit during training, or...

October is a great time to be in the contact center. The month kicks off with Customer Service Week celebrations and, in some parts...

The modern call center may be evolving, but the industry is still struggling to overcome a negative reputation. Let’s face it: In many centers,...

Jim White is Senior Vice President and Director of Card Services at Santander Bank. Jim talks about the agent skill requirements they have in...

Here's what you'll find inside our October issue: FEATURE ARTICLES The Digital Workplace By Susan Hash Employees today have higher standards for digital technology in the workplace—and they’re...

Take a look at our top five blog posts for the month to see which topics your fellow contact center professionals were most interested...

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...