When an organization builds the hiring process, the effort to link the hiring tools to the competency model is critical.  Without matching the right assessment/hiring tool to measure the critical competencies that drive job performance, call center hiring managers are at a significant disadvantage to accurately select the right candidates for advancement.

The recent ContactBabel 2011 US Contact Center Decision Makers' Guide provided survey results in which 209 contact centers indicated that the interview was the best predictor of hiring success in the contact center.  Is this accurate?

Read FurstPerson's thoughts on this question by making the jump to our blog posting.