The contact center industry has turned to realistic multimedia simulations, which allow job candidates to play the part of a fictitious contact center representative, to evaluate a candidate’s contact center skills (e.g., computer, multitasking, and data entry). Leading simulations have evolved from quasi-interactive situational judgment tests to microcosms of modern centers, complete with training, interactive dashboards, timers, and branching that allows candidates to escalate or deescalate a customer’s emotional response based on the skill with which they manage the interaction. Asking a candidate to play the part of a contact center representative creates an engaging experience, presents a realistic preview of the job, and provides a company’s talent acquisition team greater visibility into the candidate’s likelihood to perform well in training and on the job.
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