Motivation, Retention & Employee Engagement

Prior to COVID-19, conversations about the future of contact centers focused on AI and other optimizing technologies, such as real time score cards on customer satisfaction. Due to continuing safety concerns, the industry talk is now about distributed staffing models and best practices for remote hiring. Even with these changes, agent retention remains a priority....

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Contact Center Hiring: Use Science to Predict Top Talent

If you’re hiring for contact center work, you know the stakes are as high as ever. The uncertainty surrounding COVID-19 is intensifying the already complex customer needs agents must skillfully address in a timely manner. Plus, many contact centers are navigating the challenges of remote hiring and remote work. Luckily, we’ve got good news! Thousands...

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The Future of Hiring: A "Virtual" Pivot

In my last post, we discussed the power of momentum and the importance of considering a “virtual” pivot to revitalize business processes. The recent shift to remote work and remote hiring has highlighted the speed and convenience of virtual hiring solutions. That’s why HR leaders are quickly pivoting to new technologies that address current challenges...

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