Hiring




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 Member Exclusive


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

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

Individuals with disabilities who also have mobility challenges provide an excellent workforce.

Operations People Hiring Technology Remote Work People


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

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



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

Age diversity can improve organizational performance and productivity.

People Hiring


How to Foster Diversity & Inclusion in the Contact Center

To create meaningful change in the workplace, feedback about D&I challenges and obstacles must come from those who experience them on a day-to-day basis.

People Hiring Culture


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

When you’re deciding how to select candidates for any role, it’s important to identify the characteristics that are predictive of success, and to find an accurate way to assess them.

People Hiring Remote Work People


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...

People Hiring COVID-19 Remote Work Remote Work People


Recruiting for the Contact Center of the Future

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

People Hiring COVID-19 Remote Work People


Contact Center Recruiting: Tap into the Older Workforce

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

People Hiring


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