recruitment
Does A Slow Growth Economy Affect Service Levels?
May 11 by Peter GurneySeveral months ago a friend sent me an article with the headline, "Providing good service is the key to surviving the down economy." I have seen similar headlines in articles, blog postings and o...
Picking People: Systematically Matching Strengths with Opportunities
April 23 by From the HRIQ Editorial StaffNo one can guarantee the performance of a manager or executive appointed to a new position. Indeed, if the reports and surveys we are constantly bombarded with are correct, we can safely say most ex...
The Call Center: A Rose By Any Other Name
February 25 by Jo'Ann AldersonThe call center is getting a bad rap because they’ve got a bad rep. As least this is what my husband thinks. And since he’s about as removed from the call center business as you can get,...
Best Practices in Call Center Recruitment: Stop Trying to Understand Why Call Center Representatives Are Quitting
October 05 by Brooks Mitchell, PhDThe improvement in economic conditions has companies revamping their call center recruitment and hiring strategy. Call center recruitment has become a focus again and, as a result, call center turnove...
Connecting with your Customer on and Emotional Level and Realizing the Resulting Benefits
September 17 by CCW Digital EditorThis economy is not the same, and our call center agents have additional pressures. This presentation will address how to improve your agents’ empathy and interpersonal skills and will overcom...
It Takes EQ, Not Just IQ, To Work In A Call Center
September 16 by Keith FivesonEmotional Intelligence in the Call Center Is Back In this era of customer empowerment, call center managers that focus on Emotional Intelligence (EI) find valuable aid in the selection, recruitme...
What Makes the CEO Say "Yes"?
September 10 by Doug WilwerdingAs a chairman and CEO of an $85M company with over 700 employees I was presented with my fair share of proposals for projects, "transformational" initiatives and various other recommendations. Most...
Employer Branding to Empower Recruiting and Retention
September 10 by Sue Schaefer and Sue WymanEvery company has an employer brand. This is essentially the reputation that is perceived by customers and current/potential employees of what it’s like to work at a particular company. It is uniquely...
Onboarding: What Is It? Is It Worth It? and How Do You Get It Right?
September 10 by David LeeIn an effort to increase employee new hire retention, competing organizations in the war for talent are re-evaluating their onboarding processes. Talent management consultant David Lee has made a na...