As working from home will likely remain the norm, call centers face a new test—how to reshape hiring and performance management practices to bring ‘never on-site’ workers into the fold.

Identifying and acting on shortages or surpluses of contact center agents must be more dynamic.

Older agents are more inclined to seek moderate or complex tasks than the youngest agents.

Utilize always-on technology that lets candidates complete interviews online at their convenience, often at times when recruiters aren’t working.

When you give people the opportunity to grow and stretch themselves, you’d be amazed at what can happen.

At times, the person without direct contact center experience might be more effective.

When screening for characteristics like attitude in an interview, it’s often the follow-up questions that can shed the most light on a candidate’s disposition.

Feedback from current and former employees can have a considerable impact on an employer’s recruitment efforts.

Veterans offer the contact center industry a highly qualified pool of candidates.

Strategies to retain top talent during the holidays and beyond.

Welcoming, educating and preparing new employees should commence before those new agents even set foot through the doors of the contact center.

The cultural characteristics of this generation add up to employees that are passionate, frugal, collaborative and eager to succeed.

Hiring is not a process that you leave to chance.

Ultimately, failing to screen for culture fit can lead to numerous problems down the road, most notably, attrition.

The best weaknesses to share are the ones that come with an extra action plan of how you are dealing with it.