Contact Center Engagement: The Key to a Winning Customer Experience

Elevate Your Customer Experience by Keeping Your Agents Motivated and Engaged.   If you run a contact center then you know that talented, engaged contact center agents are essential to your company’s success. They are the ones on the front lines, interacting with customers every day. Engaged agents are friendly, efficient, and ensure that every...

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A Guidebook Forward | Pre-Employment Testing | Virtual Interviews

HIRING AND TALENT ASSESSMENT   “If you think hiring professionals is expensive, try hiring amateurs.”—Anonymous   Sample a group of business leaders about the key to building a successful venture, and they will tell you it’s about surrounding yourself with the right people. From that point, however, there are a plethora of trails to explore,...

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Human Resources | Hiring | Eliminating Bias | Selection process

How to Recognize and Avoid Bias in the Hiring Process.   Imagine a scenario where a respected HR Manager is approached by an outside management consultant to discuss bias in their hiring process. This veteran leader is a little defensive because the HR team has a track record of being committed to professional strategies that...

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