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Congratulations! You've made it through the recruiting interviewing, and hiring phase. Your new team of agents is heading in for their first day on the job. Your hard work is done, right? Wrong. Onboarding new agents effectively is one of the most critical parts of the hiring process. Get it right, and your agents and customers will thank you. Miss the mark, and your center will feel the negative effects.
Our #ICMIchat community spent some time pondering the dos and don'ts of onboarding in the contact center, and you'll find their tips in the recap below. Want to share what's worked well in your center? Leave your ideas in the comments!
Join us again next week as we chat about omnichannel customer service! Justin Robbins will lead the one hour chat. The conversation kicks off at 1pm ET every Tuesday. Just follow along on Twitter and use the hashtag #ICMIchat to participate.
Erica Marois is the Content Manager at ICMI. She manages ICMI’s robust network of community contributors, hosts ICMI’s weekly tweet chats (#ICMIchat), manages the Global Contact Center Awards program and produces content initiatives like the Contact Center Insider weekly newsletter. Follow Erica on Twitter (@EricaMarois) and join her each Tuesday at 1pm ET for #ICMIchat.
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