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 [...]
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. [...]
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 [...]
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 [...]
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 [...]
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 [...]
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 [...]
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 [...]
Effective customer service operations starts with hiring people with the right communication, technical, critical thinking and language skills. Many organizations use telephone interviews early [...]
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