Hiring



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


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.

People Hiring


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.

People Hiring


Michael Rotter, Aerotek

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

People Hiring


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.

People Hiring


Recruiting for the Modern Contact Center

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

People Hiring


It’s No Secret: Hiring Veterans Is Smart Business

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

People Hiring



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.

People Hiring


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