Hiring

November 10, 2021

The challenge of attracting and retaining the best new talent is tougher than ever. Facing an uncertain labor market, 76 percent of financial services executives see talent shortages as a threat to their continued growth, according to PricewaterhouseCoopers’ annual CEO survey. “Unfortunately, too many banks are relying on the same traditional methods of attracting and...

October 22, 2021

During an initial interview for a customer service agent role, an applicant enthusiastically shared that the reason they were qualified for the job was their friendliness. “Ask anyone and they’ll tell you I’m a people person.” Yet, the applicant was a little surprised when the conversation made a quick pivot to system navigation. The truth...

September 16, 2021

Many companies have moved toward self-help for customers (think airline reservations, shopping, banking, consumer services, transportation). While this trend offers a level of convenience for basic transactions, customers still seek live-agent support for more complex issues or purchases. Frustration spikes when customers are unable to reach a live person for support[1]. In a global customer...