When recruiting new staff for your contact center, a useful tip to help in the selection process is to organise a tour of your contact center for potential applicants (candidates). Another tip is to have the candidates sit by existing agents for a 5-10 minute chat and, if possible have them listen to calls. If they have no experience of contact centers then this gives them a chance to see what it is like and maybe they would ‘de-select’ themselves out of the process. Also make sure you ask your agents who are involved in the process to give you feedback on candidates – it’s often at this ‘tour’ stage that the candidates let their guard down and your own staff will tell you a story or two about the candidates that may curl your toes! …Better to know beforehand than after they’re in your center!