Hiring

Let’s start with the end in sight. By looking at what behavioral and emotional skills a potential new hire will need to best manage his or her job, you have the best chance of getting the right person in the right place...

I would encourage you not to underestimate me. In the five-and-a-half years since I graduated from one of the less-than-notable business schools in the U.S., I have worked my way up and through one major athletic wear corporation, three...

One of the largest online banking institutions was struggling with employee morale and productivity. The international call center had high rates of absenteeism and turnover, which affected customer satisfaction. The company wasn't sure how to solve the problem, but it wanted to increase retention and morale...

It’s one thing for contact center managers to find and hire candidates who are reliable, patient, service-oriented, problem-solving, and effective communicators. It is yet another to throw these new team members into the typically stressful environment of a contact center and retain them for as long as you’d like to make the recruiting and training process worth the investment of time and money...

“My call center has been groping for a viable methodology to reduce agent turnover ever since its creation; however, alas, to date we still experience a 75% turnover rate and all the costs associated with this reality.”

Sound familiar?

It’s one of hundreds of comments we’ve heard as we researched the issue of agent turnover...

A superior selection process is critical to your contact centers outcomes. We have determined from our research that a 3-prong selection strategy produces better results than either one or two of the components alone. Each component of the process is weighted equally and occurs sequentially so that information from one step of the process can...