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#ICMIchat Recap: Dos and Don'ts of Contact Center Onboarding

By Erica Marois | Date Published: February 26, 2016 - Last Updated August 22, 2018 | Comments

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 Strother headshot
A passionate connector of people, Erica Marois is a customer and employee experience enthusiast who loves helping others find unique solutions to their biggest challenges. She has 12+ years of experience in content creation and community building and volunteers as a facilitator for CX Accelerator. A content marketing specialist with 8x8, Erica works from home in Richmond, VA, where she lives with her husband and their lab-mix, Quinn. Outside of work, she loves cooking, traveling, and reading.
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