staffing
Can Your Call Center Resolve Challenging Calls With Simple Solutions?
September 27 by CCW Digital Editor"Public" and "private" may be polar opposites to those in the business community, but from a call center perspective, the difference is not always so severe. Government contact centers, like corpo...
Does A Slow Growth Economy Affect Service Levels?
May 11 by Peter GurneySeveral months ago a friend sent me an article with the headline, "Providing good service is the key to surviving the down economy." I have seen similar headlines in articles, blog postings and o...
Call Center Recruiting: The Keys to Candidate Sourcing
September 22 by Customer Contact WeekFew call center managers would argue with this simple reality: Identifying the right call center representatives is one of the single most significant drivers of call center performance. But identify...
What Makes the CEO Say "Yes"?
September 10 by Doug WilwerdingAs a chairman and CEO of an $85M company with over 700 employees I was presented with my fair share of proposals for projects, "transformational" initiatives and various other recommendations. Most...
Employer Branding to Empower Recruiting and Retention
September 10 by Sue Schaefer and Sue WymanEvery company has an employer brand. This is essentially the reputation that is perceived by customers and current/potential employees of what it’s like to work at a particular company. It is uniquely...
Onboarding: What Is It? Is It Worth It? and How Do You Get It Right?
September 10 by David LeeIn an effort to increase employee new hire retention, competing organizations in the war for talent are re-evaluating their onboarding processes. Talent management consultant David Lee has made a na...