June 22, 2017

As part of our strategy to stay connected to the industries we serve, members of the Employment Technologies team often participate in trade shows. Our most recent point of engagement was ICMI’s * Contact Center Expo in Orlando, where we promoted our newly redesigned EASyView® Virtual Interview and EASy Simulation® Simultask for measuring multitasking abilities....

May 15, 2017

How job simulations fast track leadership development in call centers   As successful contact center managers know, agent job performance is often not the best predictor of future success as a team leader. In fact, organizations often make the mistake of promoting the best agents, only to discover that they are uncomfortable or ineffective managing...

May 5, 2017

Part 2:  How Top Team Leaders Spend Their Time    The success of a call center hinges on the performance of its agents—and no position in the organization has more impact on call center agents than team leaders. Organizations need team leaders with the talent to lead and motivate agents while limiting agent turnover. But...