June 12, 2026

PART TWO – THE FUTURE OF HIRING IS OBSERVABLE PERFORMANCE In Part One of this series, I explored the difference between measuring individual skills versus evaluating how candidates actually perform those skills in a real workplace setting. Skills matter, but performance depends on far more than isolated proficiency. Context, judgment, prioritization, adaptability, and decision-making all...

May 21, 2026

PART ONE – HIRING FOR SKILLS OR PERFORMANCE: IS THERE A DIFFERENCE? Hiring based on skills has become a defining trend in talent acquisition, and for good reason. Candidates who demonstrate the right skills typically onboard faster, contribute sooner, and require less initial training. In a business environment where time-to-productivity matters, this shift feels both...

March 16, 2026

After more than 30 years of consulting with contact centers, one issue continues to dominate the conversation: early turnover. And this challenge hits almost immediately after hiring. According to recent research: 70% or more of first-year attrition occurs within the first 90 days of employment. Despite advances in technology, analytics, and workforce management, the revolving...