Hiring in Today's Contact Center
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Hiring


Topic Content

How to Hire and Retain All-Star Agents

High agent attrition has an enormous impact on contact centers across the globe. With attrition averaging 30% in 2017, turnover is still a leading source of exasperation for most contact center leaders.... Read More

Skills Employees Need to Work from Home

No commute, no dress code, and plenty of flexibility. Working from home sounds easy, right? Not so fast! While remote work has its perks, it also requires a unique skill set to... Read More

What to Look for When Hiring Social Media Customer Care Agents

Hiring social media customer care agents can be a tricky thing for contact center leaders. There is often a desire to cross-train agents from other channels to ‘fill the seat’ or become... Read More

5 Ways Accelerated Learning Can Improve New Hire Training

You’ve just hired a full class of agents who carry with them the promise to provide memorable service at your contact center. But how do you accomplish this goal? The process of... Read More

Find Big Talent for Your Small Contact Center

Filling open roles in a small contact center can be tough. Small contact centers often compete for talent with more sizable organizations that have bigger budgets, better benefits, and brand awareness, among... Read More

Three Recruiting and Hiring Resolutions for the New Year

Happy New Year! The new year often brings new candidates to the job market, so if you're taking advantage of that like I am, here are three tips to improve your contact... Read More

Tips to Help You Improve the Hiring Process in 2018

Late last year we surveyed the ICMI community and asked contact center leaders to share their top challenges. Overwhelmingly, hiring & training was #1. And at ICMI's Training Symposium in Orlando last... Read More

Want to recruit Millennials? Let them work from home

Think back to your last meeting. Were all of your teammates sitting around the table, or were a few colleagues calling in from around the globe? With the rise of telecommuting, chances... Read More

Answers to Four 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



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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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