Hiring

How to Check Writing Skills Before Hiring

How to Check Writing Skills Before Hiring Having excellent writing abilities is crucial for agents and their employers. Current Issue Operations Strategy People Hiring

The Future is Now … Agents in “High Demand”

The Future is Now … Agents in “High Demand” Insights for Combating Agent Retention Operations Workforce Management Strategy People Hiring Turnover

Staffing in the New Normal

Staffing in the New Normal Customer needs, current and future labor shortages, and WFH demand savvier recruiting strategies. Operations Strategy People Hiring Turnover Technology Staffing Artificial Intelligence Training and development Remote Work People

Reinventing Hiring for Speed

Reinventing Hiring for Speed Your contact center operations depend on it. Operations Strategy People Hiring Turnover Technology Remote Work People

Mitigating the New Norm

Mitigating the New Norm How BPOs can also help small-midmarket contact centers. Operations Strategy People Hiring Technology

Challenging Circumstances, New Approaches

Challenging Circumstances, New Approaches Listening, focus on retention, new training methods, engagement key. Operations Strategy People Hiring Development Turnover Training and development Remote Work People

How to Make Holiday Hires More Productive

How to Make Holiday Hires More Productive Savvy training, development, and yes fun can win the season. Operations People Hiring Development Turnover

Making Virtual Training Engaging

Making Virtual Training Engaging How to ensure this essential training technique is interactive and effective. Operations People Hiring Technology Remote Work People

Call Center Training in the New Era

Call Center Training in the New Era Onboarding and managing agents in the new normal may mean changing training methods. Operations People Hiring Development

Avoiding Agent Underhiring and Undertraining

Avoiding Agent Underhiring and Undertraining How job misspecifications undermine worker wellbeing and contact center performance. Operations Strategy People Hiring Development

Steering around the Staffing Rapids

Steering around the Staffing Rapids New legislation targets implicit biases, potential harmful technology. Operations People Hiring Technology Artificial Intelligence Remote Work Operations

How to Manage Multiple Evolving Channels

How to Manage Multiple Evolving Channels Effective technology application, agent recruitment and training are critical to help customers conduct complex interactions. Operations Strategy Customer Experience People Hiring Development Technology Omnichannel

Easy to Get is Hard to Get Rid Of…Ode to Leo J.

Easy to Get is Hard to Get Rid Of…Ode to Leo J. Time to explore the possibility of “good turnover” in your center. Operations Strategy People Hiring Performance Management Turnover

Is Your Contact Center Thriving in the “New Normal”?

Is Your Contact Center Thriving in the “New Normal”? A Sponsored Article by Verint Operations Customer Experience People Hiring White Papers

Work from Home... Are You Sure of the Future?

Work from Home... Are You Sure of the Future? It’s time to conduct an in-depth review of three WFH factors: benefits, trade-offs, and risks. Operations Strategy People Hiring Technology Remote Work Operations

How Contact Centers Can Help Change Lives

How Contact Centers Can Help Change Lives Working in a contact center can be a route to becoming law-abiding productive members of society for incarcerated individuals. Strategy People Hiring Development

Create a Culture of Accessibility

Create a Culture of Accessibility There are six concepts contact centers can follow to make their workplaces accessible. Operations People Hiring Development Culture

The New Resource for Contact Center Staffing

The New Resource for Contact Center Staffing Individuals with disabilities who also have mobility challenges provide an excellent workforce. Operations People Hiring Technology Remote Work People

Having That DE&I Conversation…

Having That DE&I Conversation… Understanding what DE&I is about and insights on how to make it happen. Strategy Culture People Hiring

Designing Inclusive Contact Center Experiences

Designing Inclusive Contact Center Experiences Connecting customers and employees with disabilities is not only the right thing to do, and required by law, but it also makes business sense. Operations People Hiring Technology

Virtual Contact Center Jobs Provide Opportunities for Workers with Disabilities

Virtual Contact Center Jobs Provide Opportunities for Workers with Disabilities A work-from-home position can be life-changing for an individual with an acute or chronic illness or a disability. People Hiring Remote Work People

How to Leverage the Power of an Older and Younger Workforce (and Why You Should)

How to Leverage the Power of an Older and Younger Workforce (and Why You Should) Ideas for making the most of a multigenerational workforce. People Hiring

How to Foster Diversity & Inclusion in the Contact Center

How to Foster Diversity & Inclusion in the Contact Center Driving change is hard work, but the benefits far outweigh the effort. People Hiring Culture

Live Chat Vs. Phone Agents: How to Find Top Performers at Scale

Live Chat Vs. Phone Agents: How to Find Top Performers at Scale Live chat adds a layer of unique skills that even the best phone agents may not possess. People Hiring Remote Work People

Contact Center Pipeline Current Issue

CURRENT ISSUE: February 2023

Key Trends in Agent Productivity

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