Recently I spoke at a British Columbia Contact Centre Association Learning Event. During the discussion, one of the attendees asked “how do you hire a candidate that will behave like other top performers in the contact center.” In this person’s organization, the selection process relies only on...
“The most effective customer service is designed to reduce effort at all stages of the customer journey—not just after a sale or when problems arise.”
This insight from journalist and market researcher Craig Borowski rings particularly true in an age where digital interaction has become the...
Trust: Assured reliance on the character, ability, strength, or truth of someone or something; one in which confidence is placed
That is the official definition of trust. In the workplace, it is a way of thinking about managers and coworkers, and the way of thinking drives employee behaviors....
Organizational development involves numerous change initiatives, but change is difficult for many people. A person may or may not be as adaptable as needed, leading to workplace stress. Some people stress out loud by constantly complaining and falling behind in their work. They are easy to spot....
This chapter reviews the evolution of contact center simulations, from their auspicious beginning to the central role they currently play helping the global contact center industry identify, hire, and place job candidates. Special attention is given to the design, production, and accompanying...
Contact center representatives draw on an array of skills to achieve the level of customer engagement, call handling efficiency and revenue production companies expect, and most industry insiders recognize the inherent complexities of these jobs. Nevertheless, few contact centers have...
FurstPerson developed the Cost of Attrition worksheet to enable organizations to calculate the actual cost of an employee leaving the company. The worksheet organizes hiring activities and investment areas by category. In using this tool, companies can estimate the fully baked cost of attrition....
Finding and hiring top-notch talent is no easy feat. Riffling through resumes, screening candidates and engaging in multiple rounds of interviews and assessments to acquire new employees takes resources - namely money and time. Bottom line: hiring
is an investment. It’s hard work. Despite this,...
Companies that take a long, hard look at their hiring processes realize skills and abilities carry a lot of weight. The pre-hire assessment process is one of the more effective means for getting an objective and
standardized measurement of characteristics that are relevant to a job. Tests and...
Succession management is the process through which potential leaders are identified, assessed, developed, and prepared to assume control of key organizational roles.
By you agree to our
Terms of Service and
Privacy Policy; and, you acknowledge
that your information may be shared with companies you interact with on the SHRM Human Resource Vendor Directory.
To complete your registration, please enter the code sent to your email.
