Hiring

The Hiring Pipeline in the Support Center

Wednesday June 29th 2011 12am Rated 3

1 Comment Hiring Inbound

A support contact center has two principle assets which are talented people and a robust and well managed knowledge base. Support centers typically invest significant time and organizational commitment into the training and development of specialists, supervisors, and managers; the job of the support center leader is to ensure the time and commitment is not wasted.

Article

Moving the Call Center from Good to World Class

Monday August 30th 2010 2pm Rated 3

1 Comment Improvement Hiring Process Support Executive

Raising the service bar for your center starts with an enterprisewide transformation to a customer-focused culture.

Community

Article

The Recession- Proof Interview – Hire the Best in Any Economy with a STAR

Tuesday September 20th 2011 8am Rated 3

0 Comments Hiring

With this pattern, the interviewer controls the flow of the conversation and guides the candidate in providing solid answers. This pattern results in solid data of past performance of the candidate in order for you to make a good hiring decision.

Article

10 Questions to Ask Applicants About Their Writing Skills Before Hiring

Tuesday April 19th 2011 8am Rated 3

0 Comments Knowledge Management Hiring Culture

At last, the economy is picking up a little. After a couple of years of “doing more with less,” you may be lucky enough to be hiring customer service agents to work in your contact center. Maybe you’ve even spent all morning digging through piles of cover letters, resumes, and writing samples...

Community

Article

Red Flags Within the Hiring Process

Thursday May 24th 2012 9am Rated 2

0 Comments Hiring Workforce

An article that provides some practical tips for hiring managers working within a call center environment.

Article

Need Wholesale Performance Improvement? Start with Recruiting!

Friday August 3rd 2012 12am Rated 1

0 Comments Performance Improvement Quality Hiring

Satisfying customers who contact organizations through the contact center is not merely the result of having good processes (although effective processes are needed). You have to recruit and train agents who have the correct skills to handle transactions effectively and efficiently. You also have to recruit, hire, train, and manage supervisors who have the right skills to manage agents to high performance. To do that, you have to clearly define what skills and knowledge are needed for agents and supervisors.

Article

CCA Queue Talk "People Process" with Gary Praznik

Thursday May 10th 2012 12am Rated 1

0 Comments Employee Management People Hiring Retention

Hear about iQor’s unique recruitment practices and how they hire without using a formal interview process.

Podcast

Building a Positive Culture into Your Hiring Process

Thursday April 28th 2011 10am Rated 1

0 Comments Customer Contact Management Agent Hiring

There is no better time to make a positive impression on a candidate than during the hiring process. We often think of that period of time as the opportunity for the candidate to impress us, but if we are attracting the right type of candidate they should be “hiring” us as well. In the contact center it is critical to attract the best employees because they are handling our greatest asset, the customer.

Article

Strategic Decisions that Define Culture

Friday August 27th 2010 1pm Rated 1

0 Comments Culture Operations Support Hiring Employee Engagement

Six key culture-shaping decisions that can help you to assess your center’s current values and begin moving in the right direction.

Community

Article

Sales as a Service

Wednesday August 25th 2010 3pm Rated 1

0 Comments Performance Cross selling Upselling Sales Strategy Continuous Improvement Hiring Contact

An effective approach to cross-selling and up-selling in the center can build loyalty and revenue. Here’s how to make it work.

Community

Article

Audit Your New Hire Training Program

Monday August 23rd 2010 3pm Rated 1

0 Comments Hiring Training Measurement Performance Employee Survey Contact

The first months of employment sets the tone for rep engagement, retention and success.

Community

Article

Session 103: Contact Center Leadership: It's Not an Easy Gig!

Wednesday March 13th 12am Rated 0

0 Comments Leadership Retention Agent Hiring Development

Becoming a great leader in any environment is not easy to achieve but you add in the complexities of a Contact Center, and it can seem downright impossible! Contact Center leaders face unique challenges such as call metrics vs. customer experience; delivering services or products that are outside of your control; balancing quality with quantity; servicing multiple interaction channels; limited or no time for training and coaching; and a high level of stress and turnover.

Community

Article

6 Steps to Transform Your Contact Center Hiring and Agent Retention

Monday July 9th 2012 8am Rated 0

0 Comments Hiring Retention

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