As we begin 2011, we’d like to take a moment to look back at some of our most popular postings, research, and applied lessons discussed in our blogs in 2010.
1. Applying Social Media to Call Center Recruiting
Social media has been called “the most powerful recruiting tool since the telephone.” How viable is social media for volume hiring in the call center?
2. 5 Things You Should Know from the 2009 Contact Center Recruiting and Compensation Survey
Our findings in this report come from over a hundred contact center leaders, and are intended to help guide best practices and enable contact centers to identify opportunities to improve their ability to hire and retain the right talent.
3. Generational Hiring for the Optimal Customer Experience
We ended the year featuring our research on generational differences and their impact on call center attrition and performance. First, Brent Holland looks at the trends concerning “older” contact center applicants, for both brick-and-mortar and at-home environment positions.
Generational Hiring for the Optimal Customer Experience continues with a look at how to define generational groups and whether contact centers rely on generational groups to guide recruitment.
5. Age Matters When it Comes to Call Center Retention!
Are different generational groups more likely to stick with a call center job versus leaving early in their employment? We look at the myths and the reality.
6. CSAT, Net Promoter, and Home Agent Models
What does it take to send successful on-premise agents into an at-home setting, without setting them up for failure? Case studies and performance data based on two common home agent models shows what can be done to make the transition from a brick-and-mortar contact center to the at-home environment successful.
7. Quality of Hire and Recruiting Speed – How do you have both?
Recruiting speed and hiring for quality are two of the biggest challenges facing firms that employ contact center agents. This report demonstrates that the two do not have to be mutually exclusive.
8. 2 Ideas to Improve Contact Center Recruiting
In high-volume agent selection systems, the use of valid assessment tools is only part of an effective recruiting process. Here are two strategies that successful staffing programs are using to improve recruiting.
9. How Vonage is Increasing Customer Satisfaction by Hiring Better
Continuing the conversation with Keith Dawson at Frost & Sullivan, Mike Trotter and Jeff Furst discuss the methodologies Vonage uses in effective pre-hiring assessments and how Vonage has leveraged these technologies to improve their hiring process and link it back to their drive to improve the customer experience.
Based on recent extensive job analysis research in the contact center industry, we look at one job family, Customer Care, and see how key competencies for successful customer care agents differ between those who are successful in a brick and mortar setting and those who do well in an at-home environment.
We wish you a successful 2011.
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