recruiting
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...
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...
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....
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…...
Top 5 Posts in November
Staffing and agent engagement were the most read Pipeline posts in November. Our top five posts for the month included insights for incorporating customer...
Cut New-Hire Turnover with a Realistic Job Preview
In their eagerness to attract the best talent, companies often oversell the frontline contact center agent’s job during the recruiting process, which only increases...
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...
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...
