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How do I Hire Job Candidates That Will Behave Like My Top Performers?

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...

The Rise of Live Chat Support: Is Your Contact Center Ready?

“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...

Pre-Hire Assessments are First Building Blocks of Trust

Trust: Assured reliance on the character, ability, strength, or truth of someone or something; one in which confidence is placed That is the official...

To Stress or Not To Stress: Are Your Employees (Really) Managing Change

Organizational development involves numerous change initiatives, but change is difficult for many people. A person may or may not be as adaptable as needed,...

How to Measure Contact Center Skills Using Multimedia Simulations

This chapter reviews the evolution of contact center simulations, from their auspicious beginning to the central role they currently play helping the global...

Use a Pre-Hire Audition to Maximize the Value of Contact Center Applicant Screening

Contact center representatives draw on an array of skills to achieve the level of customer engagement, call handling efficiency and revenue production...

Learn How to Guarantee ROI on your Talent Assessments

Why return on talent is the competitive differentiator in rapidly changing global industries.

Cost of Attrition Worksheet

FurstPerson developed the Cost of Attrition worksheet to enable organizations to calculate the actual cost of an employee leaving the company. The worksheet...

Developing a Quality of Hire Report Card for A+ Results

Finding and hiring top-notch talent is no easy feat. Riffling through resumes, screening candidates and engaging in multiple rounds of interviews and...

15 Must-Ask Questions Before Implementing a Pre-Hire Assessment Process

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...

Unmistakable Influence of Succession Planning on a Company's Future

Succession management is the process through which potential leaders are identified, assessed, developed, and prepared to assume control of key organizational...

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How do I Hire Job Candidates That Will Behave Like My Top Performers?

The Rise of Live Chat Support: Is Your Contact Center Ready?

Pre-Hire Assessments are First Building Blocks of Trust

To Stress or Not To Stress: Are Your Employees (Really) Managing Change

How to Measure Contact Center Skills Using Multimedia Simulations

Use a Pre-Hire Audition to Maximize the Value of Contact Center Applicant Screening

Learn How to Guarantee ROI on your Talent Assessments

Cost of Attrition Worksheet

Developing a Quality of Hire Report Card for A+ Results

15 Must-Ask Questions Before Implementing a Pre-Hire Assessment Process

Unmistakable Influence of Succession Planning on a Company's Future