Hiring

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...

March 6, 2026

Summer is one of the busiest hiring seasons of the year. With hospitality and tourism businesses gearing up for warm weather hiring, and many additional companies vying for the best high school and college grads, now is the time to make sure you’re ready to attract and hire top new talent. So, expect tough competition...

February 23, 2026

In contact center hiring, even experienced HR leaders face a familiar challenge: strong effort doesn’t always translate into strong results. Turnover remains high. Performance is inconsistent. Training classes feel like a revolving door. And despite continuous process improvements, many organizations still rely on traditional tools like resume screening, rigid experience requirements, and interviews that are...