hiring
5 Findings on Agent Experience in a Flexible World
May 09 by Grace FreundAgent experience is the top challenge for customer contact leaders in 2022-2023, specifically hiring and retaining agents.
#18 DISABILITY ADVOCACY IN THE WORKPLACE with Wandy Felicita Ortiz
April 27 by Grace GilbertWondering how to advocate for people with disabilities in the workplace? Listen to this podcast episode about making workplaces more accessible with celebrated analyst and advocate Wandy Felicita Orti...
Severance: To Pay, Or Not To Pay. How A Looming Recession Could Impact Employee Retention In The Contact Center
March 31 by Wandy Felicita OrtizFor those working in the customer contact space, the confusion surrounding hiring, firing, resigning, layoffs, pay and severance is palpable.
Job Searching Is More Accessible Than Ever–But Not For Those With Disabilities
January 26 by Wandy Felicita OrtizEmployees, recruiters and CX leaders share their experience in hiring people with disabilities, and say that while the digital age simplifies the job hunt for some, it proliferates stereotypes for oth...
It’s 2023. It’s Time to Hire a DEI Director and Kick Off Meaningful DEI Programs. Here’s How.
January 04 by Philip MandelbaumDiversity, Equity, and Inclusion is more important than ever.
The Problem with Big Tech: 4 Takeaways from Reshma Saujani, Founder of Girls Who Code
November 14 by Taylor SalmonsLast week we attended the Women Impact Tech Accelerate Conference to network with tech-obsessed attendees and speakers. One of these women, Reshma Saujani, Founder of Girls Who Code, sat down for a fi...
How-to Guide: How to Use AI to Improve The Hiring Process
August 31 by CCW DigitalAs the role of the customer service agents is becoming more critical to the business, and the pool of applicants is at an all-time high, contact centers are struggling to pinpoint the right employees...
Special Report: How AI Will Impact Employee Hiring, Engagement, & Retention
January 06 by CCW DigitalIf employees cannot quickly communicate valuable information while building meaningful rapport with customers in a given target market, high satisfaction and loyalty scores will be unobtainable. Great...
It’s Time To Re-Think The Customer Service Hiring Process
July 01 by CCW DigitalGiven how expensive hiring is, and the fact that only around a third of U.S. companies monitor their practices, never has the hiring process been more imperative in the changing landscape of customer...
4 Hiring Mistakes Contact Centers Make in Selecting Supervisors
July 12 by Kindra CooperSupervisors need to be leaders, not just rockstar CS agents
15 Signs Your Call Center Hiring Process is a Failure
November 21 by Greg LevinThe best managers realize a contact center cannot succeed without skilled, motivated and mostly sober agents manning the phones (and other contact channels). These managers work hard to develop and...
Struggling to Retain Your Contact Center Agents? - How Is Your Hiring Program?
January 22 by Greg LevinManagers today realize no contact center can succeed without highly skilled, engaged and (mostly) sober agents manning the frontline. In the best centers, the hiring program is handled less like...