Adaptability and agility have been the two mainstays of surviving the pandemic. Contact Center Practice Manager Bill Messer explains how to combine “both traditional tactics and new ways to support quality outcomes amidst ongoing change.” Bill advises on pragmatic yet creative operational steps “to help shape an agile workforce with the skillset to perform in […]
In a recent article for Contact Center Pipeline, Sonya Buckley acknowledges the uncertainty caused by the pandemic as well as the difficulties of rapid virtualization across the contact center industry. Sonya notes, “In terms of day-to-day operations, much of the responsibility for sustaining high performance in these new and unprecedented circumstances falls to managers.” She […]
“By aligning modern technologies with clearer and more frequent employee engagement, contact centers can build and maintain a dedicated team who can serve customers and drive company growth for years to come.” –Kim Wallace For many of today’s top contact center agents, job satisfaction involves more than salary. Agents’ desire for greater flexibility, consistent career […]
By Kim Wallace, Executive Vice President – Hire Dynamics CareerBuilder recently joined Hire Dynamics to discuss trends and tips in recruiting for Contact Centers. With the highest employment since 1969 and 312,000 new jobs in 2018, it is a candidate market. There are more jobs than people to fill them so companies report ghosting – […]
By Callie Nikkhah, Contact Center Practice Manager at Hire Dynamics Over forty industry experts gathered over lunch at ControlScan in Alpharetta for Hire Dynamics’ quarterly Contact Center Roundtable on October 25. At these events, participants compare notes on current trends including challenges and successful approaches to meeting them. Thanks to record low unemployment, this is […]
We continue to hear strains that attracting and retaining talent is a top priority for call center management. Effective employee onboarding is the cornerstone for retaining talent, and it was a leading topic of conversation at this year’s Contact Center Executive Forum (CCEF). Training practices may vary, but all executives agree: the key is investing […]
There is nothing like getting more than 100 contact center leaders from 55 companies in one room to hone in on the leading issues and best practices serving contact centers today. This year’s Contact Center Executive Forum (CCEF), presented in part by Noble Systems, was the 33rd of its kind and had three principle objectives: […]
Employee-Centered Programs Drive Engagement in Contact Centers By Dan Campbell, CEO of Hire Dynamics Employee engagement should be the rallying cry for 2016. Sweeping advancements in technology is altering the work environment for a continually plugged-in generation of workers. The rules are changing what it means to have a job in today’s economy, and it’s […]
To be really good at something requires knowledge and understanding. To be known for something means to share it with others. As a company, Hire Dynamics is committed to hosting and sponsoring content leadership events in all of our markets on varying topics in HR, manufacturing, logistics and contact centers. It’s how we like to […]
Hire Dynamics hosted its quarterly Call Center Roundtable on February 24, presented by AutoTrader. The event connected over 50 call center professionals throughout metro Atlanta to share best practices surrounding customer operations. AutoTrader discussed the objectives, benefits and desired outcomes of social customer relationship management and its importance and functionality in customer service roles. They […]
