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Examining Predictive Analytics in the Hiring Process
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What is Predictive Analytics? In the new frontier of predictive analytics, companies are constantly finding new and innovative ways to leverage metrics and data points to strengthen their employee talent pool.  Predictive analytics ‘ sometimes referred to as “people analytics” or “talent analytics” ” can be used to drive greater transparency into the employment lifecycle, make […]

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Why Call Center Agents Quit, and Improving Employee Retention
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Improving employee retention is a top goal – if not the top goal – for just about any call center manager you talk to. Employee attrition has long been a prevalent problem in high-volume hiring environments, especially call centers. There are a number of interview questions that can be used during the hiring process to qualify candidates that will […]

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Using Job Simulations with Personality Tests in the Hiring Process
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How Using Job Simulation Testing in the Hiring Process Can Provide Additional Perspectives on the Candidate With the significance of personality tests in the hiring process on the rise, the importance and impact of these tests are becoming commonly discussed. The Chicago Tribune recently publish an article on the positive impact that personality tests can have in the […]

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8 Significant Statistics Behind Customer Service Experiences
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There is nothing more costly to a company than bad customer service. Each year, it is estimated that US businesses lose $83 billion as a result of poor customer experiences. And this lost revenue doesn’t just disappear because of abandoned purchases “ it also results in customer defections to companies they believe will give them […]

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5 Interview Questions to Improve Employee Retention
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What Questions Can You Ask During an Interview That Can Improve Employee Retention? A recent article on LinkedIn revealed that the average call center in the United States experiences about 33% turnover annually, with 60% of turnover resulting from employees quitting. The United States is currently second only to the Philippines in call center employee […]

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Data Driven Predictive Analytics in Human Resources
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what is Predictive Analytics and how is it used in human resources Using analytics in human resources is nothing new, but the way that data is being used ” and what it’s being used for ” is evolving into something exciting and cutting edge. This advancement is predictive analytics, and it can change the way […]

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6 Critical Qualities in a Call Center Agent
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Most Important Qualities Of A successful Call Center Agent The call center experience is one that can be a determining factor when a customer is deciding whether or not to continue doing business with an organization. With 70% of buying experiences determined by how a customer feels treated, an easy, helpful, and smooth call center […]

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The Rise of Mobile in Talent Acquisition: Part Two
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The talent acquisition process has begun to evolve with the rise of mobile devices. Almost half of job seekers are now leveraging their smartphones and tablets daily to look for job postings on-the-go, with 75% of people saying they were planning on using their mobile device as part of their job search within the next […]

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The Rise of Mobile Talent Acquisition: Part One
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When it comes to mobile talent acquisition, the secret is meeting your job seekers where they are. In the coming months, more and more of those job seekers will be using their mobile devices to try and find jobs.  A recent report from GlobalWebIndex found that 80% of people own a smartphone device, and 47% own […]

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