SHRM_TLB_1.2.19

How to Measure Contact Center Skills Using Multimedia Simulations

A free white paper by FurstPerson

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 validation research underlying contact center simulations.

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