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HireIQ and Genesys Partner to Launch AI-driven Call Center Recruitment Solution

Atlanta, Georgia – June 13, 2018 – HireIQ has announced that its artificial intelligence (AI) driven software-as-a-service (SaaS) recruitment solution is now available on Genesys® AppFoundry, a [...]

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HireIQ and Genesys Partner to Launch AI-driven Call Center Recruitment Solution

Atlanta, Georgia – June 13, 2018 – HireIQ has announced that its artificial intelligence (AI) driven software-as-a-service (SaaS) recruitment solution is now available on Genesys® AppFoundry, a [...]

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WFO 2.0: Five Tips to Achieve WFO Success

Introducing WFO 2.0 WFO 2.0 overcomes this deficiency by emphasizing the “people” aspect of the equation – before and after they are hired. It encompasses technologies and processes that identify [...]

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Rise of the Machines: How Predictive Analytics are Changing the Agent Hiring Game

Predictive Analytics – A Familiar Concept According to many industry analysts, annual attrition in the contact center has remained relatively unchanged at about 30% over the last decade or so. [...]

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Audiolytics™ Emotional Assessment and Predictive Analytics

A new type of assessment, developed by HireIQ Solutions, uses a job candidate’s emotional disposition mined from natural-language voice interviews to reliably predict the candidate’s potential to [...]

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Improve Agent Hiring and Engagement

If you’re like most, you are continually challenged to quickly and effectively fill classes with qualified applicants who possess the right skills to deliver an exceptional customer experience [...]

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How to Win the War for Contact Center Talent

The demand for high-quality, well-skilled, and motivated agent talent has never been greater. You’re competing not only with other contact center providers, but also with other industries that [...]

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Moneyball: How to Assemble a Winning Contact Center

Baseball is a game of tradition. Evaluating player talent falls on the shoulders of a team’s scouting team who observes one or more games and submits a written report of their observations along [...]

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Five Key Strategies for Improving Call Center Performance through Better Hiring

According to the United States Department of Labor, Bureau of Labor Statistics, nearly 2.5 million Americans were employed as customer service professionals (CSP).  Further research, conducted by [...]

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The Agent Lifecycle – Keys to Effective Workforce Optimization

Many customer contact organizations have implemented Workforce Optimization (WFO) as an operational strategy to improve the performance of customer care professionals once they are on the contact [...]

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