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


Topic Content

5 Characteristics to Look for When Hiring a Trainer

Last month I wrote about the essentials that a person new to training needs to know first, which got me thinking about the qualities I look for in a trainer. In an... Read More

7 Ways Technology Can Improve the Hiring Process

Recruiting and retaining top talent has never been more challenging than in today's tight labor market. It's time for contact centers to rethink the traditional hiring model. While technology comes with its... Read More

Candidate Experience: Not Another Buzzword

People hate buzzwords and cliche business phrases. Through constant overuse (and misuse) they end up adding obscurity to the intent of original messages and inhibit effective communication. Over the past couple of... Read More

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

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