Hiring in Today's Contact Center
Empowering contact center excellence for 30 years!


Topic Content

Using Technology for Easier Employee Onboarding

First, let’s face the elephant in the room—contact centers have a huge turnover rate, which leads to continuous hiring and training of new agents. As many contact center managers are aware, this... Read More

22 Ways to Improve Agent Onboarding

You posted your job opening online, reviewed stacks of resumes, interviewed several frontrunners, and then finally made an offer. Your top candidate accepted. Now the hard work is over, right? Not so... Read More

The Secret to Recruiting, Hiring, and Retaining Superstar Agents

I have seen companies focus so much on employee engagement that they get carried away with things like office decor, food options, fitness classes, volunteer opportunities, and the quality of agent socials.... Read More

#ICMIchat Insight: 47 Contact Center Hiring Best Practices

New year, new budget, new hires? Many of our community members plan to staff up in 2017, so we devoted our latest #ICMIchat to contact center hiring best practices. Participants shared their... Read More

9 Nuggets of Contact Center Hiring Wisdom

Join Jeremy at Contact Center Expo & Conference! He'll be presenting in two sessions--one on communicating success to the business, another on automation. Learn more. I took a Human Resources (HR) class... Read More

I Pledge My Allegiance to Your Brand

How staffing with brand ambassadors makes a difference in your customer satisfaction Whether you hire agents in-house or outsource your customer care, how can you ensure you are getting the best quality... Read More

How Remote Employees Can Help Contact Centers Better Manage Peak Seasons

Over the past thirty years the contact center has become a business’ biggest resource. Larger companies no longer need to staff and manage customer service or lead generation departments. Smaller companies can... Read More

One Call at a Time: How the Education at Work Contact Center is Equipping Millennials for Career Success

Do you think millennials only use their phones for selfies, texts and SnapChat posts? Is so, you’re not alone, but you’re probably wrong. According to 2015 research, 37% of millennials make five... Read More

Building Your Training Team from the Ground Up

One of the most vital components of any contact center is the training department. No matter what kind of center you operate, it’s critical that those interacting with customers possess and maintain... Read More

#ICMIchat Recap: How to Write Better Contact Center Job Descriptions

When was the last time your contact center updated its job descriptions? With schedules to build, training to conduct, calls to monitor, and technology to implement, it's easy to overlook something seemingly... Read More

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How does your organization define a small contact center?

A standalone contact center with less than 50 agents
A standalone contact center with less than 75 agents
A standalone contact center with less than 100 agents
A specialty agent group of fewer than 50 agents within a larger center
A specialty agent group of fewer than 75 agents within a larger center
A specialty agent group of fewer than 100 agents within a larger center
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