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Recruiting The Right Staff

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!

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Companies wanting to leverage information from their data need to recognize that the key is information. Get a clean version of the data and leverage that to help managers make that decision. Agents should also have the right to understand how effect... Read More...
April 18, 2021 5:00 AM
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What Can An Agent Do?
To automate the solution you need to have a process or a strategy in place; from that you can be more competitive in your environment. You need to identify what measures of the call center are tied to those business initiatives, things like customer ... Read More...
April 17, 2021 5:00 AM
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Join Calabrio May 5th at 10am GMT in our first annual CX quiz that tests—and rewards—your expertise in arguably the most important aim of contact centres. 1 hour + 16 questions + multiple discussions = An unforgettable experience. You and your fellow... Read More...
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