October 12, 2017

How These Recent Business Trends Affect Pre-Employment Testing and Can Lead to Hiring Mistakes.   Most discussions about hiring mistakes involve the person or people making the hiring decision. Here is a new take on hiring mistakes from a business or organizational perspective. Based on our consulting in employee selection, this blog reveals five current...

October 2, 2017

Customer Service Week, October 2-6, celebrates its Silver Anniversary.   The weeklong business-centric celebration, which began in the United States 25 years ago, is now recognized by the U.S. Congress. Since its inception in 1992, the observance of Customer Service Week has spilled across our borders and is now denoted in more than 60 countries...

September 28, 2017

How call center simulation tests pinpoint top performers.   In a perfect world, the best way to hire superstar agents would be to watch them perform the job for a while and then hire the ones that perform best. Unfortunately, we don’t live in a perfect world. And most call centers are forced to guess...