Contact Centers Grapple with How to Sustain—and Grow—Remote Workforces

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.

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Recruiting for the Contact Center of the Future

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

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Contact Center Recruiting: Tap into the Older Workforce

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

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Tips for Attracting More (and Better!) Agents in a High-Employment Economy

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

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Inside View: Elaine Avery, Atlantic Union Bank

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

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Michael Rotter, Aerotek

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

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5 Ways to Screen Job Candidates for Positive Attitude

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.

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Recruiting for the Modern Contact Center

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

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It’s No Secret: Hiring Veterans Is Smart Business

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

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Four Best Practices for Onboarding New Contact Center Employees

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

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Now Entering the Workforce: Rethinking Jobs for Gen Z

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

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Redefining The Hiring Process

Hiring is not a process that you leave to chance.

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Why Hiring, Training and Recruiting Is Still a Challenge for Contact Centers Performance Matters

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

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Weaknesses of an WFMer

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

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