Hiring in Today's Contact Center
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Answers to 4 of Your Burning Contact Center Questions

During November, the #ICMIchat community is tackling some of the most-asked contact center questions of 2017. We analyzed the top questions from icmi.com, and we're discussing them all--from metrics to training, and... 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

What is Emotional Intelligence, and Why Does it Matter?

It seems everywhere you turn; lately, there is a reference to Emotional Intelligence. What is it? Where did it come from? And how can it make a difference in your business? These... Read More

6 Questions to Ask in Your Next Agent Interview

Need a few new questions for your next round of candidates? Our latest #ICMIchat was all about contact center hiring and recruiting. Watch this quick video for six unique interview questions. For... Read More

Four Effective Agent Hiring Strategies

Hiring and retaining high-performing agents is a concern for just about every customer care organization, even those with low turnover. The growth of the omnichannel contact center is increasing the competition for... Read More

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



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QuickPoll

Do you currently offer 4 by 10-hour shifts?

Yes, and employees who work this schedule get 3 consecutive days off
Yes, but employees working this schedule aren't guaranteed 3 consecutive days off
Yes, but we give employees working this schedule days off that match customer demand/volume
Yes, but we are experiencing productivity and quality concerns due to fatigue
No, we don’t offer this schedule option
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