Workforce Optimization (WFO) was conceived over ten years ago and envisioned to ensure the right people, supported by the right processes and technologies, were doing the right things to deliver [...]
According to many industry analysts, annual attrition in the contact center has remained relatively unchanged at about 30% over the last decade or so. Certainly some organizations experience less [...]
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 [...]
Industry: Contact center outsourcing Employees: Approximately 2,500 The Story: To provide high-quality service to its cients – including several leading wireless communications companies [...]
Employees: Over 35,000 home and brick-and-mortar agents The Story: This leading global contact center business process outsourcer serves some of the leading consumer brands in the industry and [...]
Contractors: Over 35,000 The Story: This pioneer in home working contact center outsourcing needed an efficient and effective way to quickly screen thousands of contractor candidates for critical [...]
