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#ICMIchat Recap: Onboarding in the Contact Center

By Erica Marois | Date Published: January 22, 2015 - Last Updated August 22, 2018 | Comments

This time of year many contact centers are gearing up to hire a new group of agents. But as you publish job descriptions, bring in candidates for interviews, and prepare offer letters, it's important to remember that the hiring process doesn't end on an agent's first day.

This week during #ICMIchat we spent an hour discussing what happens after the hire, and how the contact center can improve upon the onboarding process.  Neal Topf hosted the chat and our community members shared their advice on speeding up the process, making onboarding more effective, and using gamification to enhance the training.

Read the recap below for insight you can use in your center.

Join us again next Tuesday (at 1pm EST) as Justin Robbins hosts a chat on hiring challenges for the small contact center!

Erica Marois, Sr. Manager, Content and Community, ICMI
As the Senior Manager for Content and Community at ICMI, Erica creates content and experiences that empower contact center professionals to deliver better service. She brings over 15 years of content and community management experience to ICMI and a passion for storyteller. Erica is a connector of people – in any medium – and loves bringing contact center leaders together to solve problems. Want to get more involved in the ICMI community? Reach out to Erica via email: [email protected]
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