August 2015

Hiring High-Performing Agents

Contact Center Pipeline Magazine, August 2015
Table of Contents

Feature
Hiring High-Performing Agents
By Susan Hash
Does your current hiring approach predict which candidates will thrive in a contact center role and which will fail? Tips, tools and techniques for smarter hiring.

Agility Factor
4 Ways to Expand the Value of Quality Monitoring
By Jay Minnucci
With just a bit more forethought and effort, you can get significantly more value from your call recordings. The payback is better decisions, more effective tools, and ultimately happier customers.

Author Q&A
First, Engage Yourself
By Zane Safrit
Employee engagement in the U.S. has remained stagnant for more than a decade, according to Gallup research. A new approach is needed, says author, consultant and radio host Zane Safrit in this Q&A about his new ebook series on the topic.

Employee Engagement
Employee Engagement, Part 2: What Do the Survey Results Mean?
By Eric Berg
In the second of a three-part series, Eric Berg discusses how to take a deeper dive into the critical categories of your employee engagement survey results, and offers tips on improving overall engagement.

Home Working
Connect and Engage Your Remote Staff
By Michele Rowan
Tools and tips to help your remote workers collaborate and connect with their onsite counterparts and each other.

Inside View
Thomson Reuters
By Susan Hash
One center’s journey to unlock the power of analytics paves the way for improved performance.

Leading Thoughts
Is Outsourcing Right for You?
By Eric Berg
Selecting a contact center outsourcing firm is not like buying a commodity. A simple guide to help you pick the right partner to meet your customers’ needs and exceed your expectations.

Speech Analytics
A Promise You Can Collect On
By Scott Bakken
Collection agencies are turning to speech analytics to identify compliance violations, lessen risk and resolve disputes.

Tech Line
Achieving Self-Service Potential
By Brian Hinton
Customers really just want to help themselves… so why are you still talking to them? A look at self-service, the channels available and the impacts each one carries.

The View from the Saddle
Dress for Success (No Speedos, Please)
By Paul Stockford
Appearance is important in business. The way you dress demonstrates your respect for the business events that you attend, the hosts and the industry.