Intercom, Inc.

FEBRUARY 2, 2018

When you are a small but growing company or team each additional hire has a disproportionately large impact. If you’re still at a really early stage, a bad hire has the potential to set you back several quarters and possibly even blow up the whole company. It’s a technique I’ve used myself as a hiring manager.

Technology 192

Technology Technology 192

Customer Think

DECEMBER 29, 2022

However, having the proper hiring process allows you to recruit the best candidates to help your organizations grow. Here are eight expert tips on how to make your hiring processes more efficient! A simple recruiting mistake, like a poorly crafted job description, can hamper your chances of attracting the right talent. Did You Know?

134

134

Intercom, Inc.

MAY 18, 2018

There’s a key turning point for your hiring strategy in a rapidly scaling team or organization. The inflection point is when you go from only being comfortable hiring star candidates who pose very little risk to taking chances on candidates who don’t tick all the boxes but who have promise and potential.

Construction 222

Construction Start-ups Innovation 222

Heart of the Customer

SEPTEMBER 17, 2021

The post Your Next CX Hire…Shouldn’t Be a CX Hire appeared first on Heart of the Customer. We’ve documented the top items a few times in the past: linking everything to business value, understanding the technology and data, measuring and improving emotions, and using […].

CX 78

CX Technology Technology Customer Experience 78

Fonolo

NOVEMBER 26, 2020

When hiring new talent, it’s easy to get caught up in qualifications and work experience. We did some digging on the best indicators of high EQ so you can narrow down your next superstar hire! The post Why You Should Hire Agents Based on EQ Not IQ first appeared on Fonolo. CustomerService Click To Tweet.

Contact Center 167

Contact Center Touchpoint Customer Service 167

Customer Bliss

AUGUST 30, 2021

Find & Hire People Who Align With Your Company Values. For Nooyi, those letters of thanks came naturally—a result of hiring leaders who share company values. The Container Store, a mainstay on Forbe’s “Best Companies to Work For” treatise, only hires 3% of all employees who apply. More Resources on This Topic.

Start-ups 124

Start-ups CX Technology Technology 124

Fonolo

JULY 28, 2022

Over the past couple of years, inclusivity in hiring has taken center stage in HR departments across every industry; and that includes inclusive hiring practices for call centers. This logic is the driving force behind every successful DEI plan and it also helps steer inclusive recruitment and hiring practices that really work.

Contact Center 81

Contact Center Customer Satisfaction Innovation Technology 81

Inside Customer Service

APRIL 1, 2021

There's a new hiring tool on the rise, and candidates aren't happy. Hiring managers are increasingly using asynchronous video interviews to screen job applicants. After creating an ideal candidate profile, they found an amazing hire in just a few days! Recruiters then review the videos at a later time. The opposite is true.

Customer Service 148

Customer Service 148

The DiJulius Group

MAY 15, 2023

Organizations are struggling with finding, hiring, and keeping good people yet ageism. Read Full Article The post Are Older Workers The Answer To Your Hiring And Retention Issues? appeared first on The DiJulius Group.

Hospitality 92

Hospitality Hospitality 92

Help Scout

AUGUST 22, 2023

If it’s human nature to look for clues, patterns, and data to make decisions, how can we recognize unconscious bias to mitigate it when hiring? Read the full article

76

76

Totango

JULY 28, 2021

Following best practices for hiring a customer success manager can make a critical difference in the quality of your customer relationships. Adhering to good hiring practices when recruiting customer success managers can improve the quality of your customer relationships and increase client retention rates. We Work Remotely.

Customer Relationship 118

Customer Relationship Customer Retention Customer Satisfaction Technology 118

Customer Think

NOVEMBER 29, 2021

The hiring process is as time-consuming and exhausting as it is necessary. After all, for years to come, your team members will be your most prominent differentiator. Furthermore, finding the right people to join your team is even more important for a start-up or small business making its first 10 or 20 employees. These initial […].

Start-ups 69

Start-ups 69

Help Scout

AUGUST 22, 2023

Making the right hires for your support team is critical for the strength of your organization. Learn how to hire for customer service. Read the full article

Customer Service 80

Customer Service 80

Help Scout

AUGUST 22, 2023

Can you hire people who are great email writers *and* live chat writers? E-Write’s Leslie O’Flahavan shares her tips for spotting great writers of email and chat support. Read the full article

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74

Doing CX Right

JUNE 18, 2022

Sam Brenner, a workforce business expert, explains how employers can find, hire and retain customer-centric employees. The post Recruiting & Hiring Best Practices For Customer Success appeared first on Doing CX Right. And advice to candidates who seek more job fulfillment and happiness, leading to customer success.

CX 64

CX 64

DMG Consulting

JANUARY 17, 2022

The Contact Center Agent Hiring Gap. Before the pandemic, contact center leaders often found it challenging to hire people with the skills to become outstanding agents. There are multiple factors and steps to consider when looking into how to fix the agent hiring gap problem. The Agent Perception Issue.

Contact Center 67

Contact Center Artificial Intelligence AI Touchpoint 67

Fonolo

MARCH 17, 2022

For these reasons, hiring an effective all center manager should be a vital goal for all call center leaders. Let’s take a look at what makes a great call center manager and how to find the right fit from the hiring stage. Hiring and onboarding call center agents. How to Hire the Right Call Center Manager.

Contact Center 91

Contact Center Construction Customer Satisfaction Actionable Insights 91

Intercom, Inc.

FEBRUARY 5, 2018

If that’s you, we’re hiring ! The post Want to hire great designers? Four years later, I’m still at Intercom, doing challenging work and still learning every day. But now I’m the one writing a blog post in the hope that it’ll get noticed by someone who shares our values. Start a blog.

Start-ups 217

Start-ups 217

Totango

OCTOBER 20, 2022

Hiring team members with the right customer success manager skills is critical for the effectiveness of your CS team and strategy. Here we’ve identified the 13 most essential qualities to consider when hiring a CS manager. Top Five Best Practices for Hiring a Customer Success Manager.

Social Media 91

Social Media Sales Start-ups Customer Relationship Management 91

Callminer

MARCH 5, 2020

We reached out to a panel of hiring managers to find out which interview questions are most useful when interviewing for customer service managers.

Customer Service 182

Customer Service 182

Heart of the Customer

NOVEMBER 18, 2021

I’m pretty sure I’m going to take some flak for my recommendations, but today I want to talk about what it takes to be a successful customer experience leader, and how to hire the right person for the role. The post A Wonkish Look at Hiring a CX Leader appeared first on Heart of the Customer.

CX 78

CX Customer Experience 78

Customer Think

DECEMBER 2, 2021

Most companies face hiring and staffing challenges ahead of the holiday season, but the past two years have been especially difficult with the pandemic’s ripple effect creating the toughest hiring seasons on record. For instance, reports from the U.S. Labor Department indicate nearly 4.3 Despite there […].

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116

Fonolo

JANUARY 27, 2022

Hiring the wrong agents can be detrimental and costly. 27% of employers said that just one bad hire costs more than $50,000. Here are the top call center interview questions you should be asking to hire the best customer service representatives. Ideally, the person you hire can grow in your organization.

Contact Center 75

Contact Center Construction Customer Service Start-ups 75

Help Scout

MARCH 4, 2022

It can be tricky to know exactly when it's the right time to hire for your customer support team. Here are some strategies for picking the perfect moment. Read the full article

104

104

Customer Bliss

FEBRUARY 26, 2020

The most admired companies know that hiring people with the ability to care —and making caring and empathy a core value—is key to how they grow. Pal’s Sudden Service Decided They Would Screen and Hire for Character. Build It—Take Action: Pal’s went to school on how to hire by studying their own folks who were thriving.

Start-ups 103

Start-ups CX 103

ProProfs

DECEMBER 5, 2022

This is why recruiters worldwide consider communication assessment essential during the hiring process. Besides hiring good communicators, companies also try to upgrade the communication skills of their existing workforce with communication training programs. . Better hiring . View Communication Skills Assessment. More sales.

Innovation 52

Innovation Start-ups Sales Customer Relationship 52

Customer Bliss

AUGUST 18, 2020

Which is why hiring support reps in a post pandemic world requires you to apply a more discerning assessment process. Making your hiring process for support staff more diligent and extensive will automatically improve the quality of service you deliver. Hire People Who Will Make Your Company Unforgettable: A Case Study.

Customer Service 100

Customer Service Touchpoint Customer Experience Innovation 100

Kerry Bodine

JANUARY 29, 2019

The hiring organizations read like a Who’s Who of some of the world’s biggest and most respected brands, like Aviva, Barclays, BBVA, British Gas, Fiat Chrysler, Greenpeace, HSBC, John Lewis, Latam Airlines, Nestle, Qantas, Royal Bank of Scotland, Virgin Media, and Vodafone. The post Who’s Hiring Journey Managers?

Customer Experience 93

Customer Experience 93

Help Scout

AUGUST 22, 2023

Customer service job interview projects are useful, but they are by no means a silver bullet. Learn the dos and don’ts to find the best candidate for your role. Read the full article

Customer Service 75

Customer Service 75

Help Scout

AUGUST 22, 2023

How to make hiring well-rounded, not one-sided. Read the full article

71

71

Callminer

JUNE 2, 2015

Take a look at 3 ways your BPO can improve the hiring and onboarding process to get the right kind of talent in place. Research shows outsourced contact centers are on the rise.

Contact Center 182

Contact Center 182

Customer Bliss

OCTOBER 30, 2018

QuikTrip hires people with the ability to care; selecting only about one out of every one hundred applications. Make Hiring Your Most Important Decision. QuikTrip and Make-Mom-Proud companies ensure that won’t happen by making hiring their most important decision. Make hiring your most important decision.

Social Media 102

Social Media Sales CX Customer Experience 102

Customer Think

NOVEMBER 29, 2022

In my last article, I shared Gartner’s findings about the current war for talent. In this article - first published in the International Journal of Sales Transformation - I want to explore more of the implications.Finding and recruiting the right sales.

Sales 69

Sales 69

Callminer

NOVEMBER 16, 2020

Managing call centers today involves much more than scheduling agents to staff the phone lines. Working as a call center agent is a stressful endeavor

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341

Customer Think

FEBRUARY 20, 2023

A company’s culture is the byproduct of the collective actions, behaviors, and decision-making of its employees. And employees’ actions, behaviors, and decisions are informed by the organization’s guiding statements and core values. To sustain a desire.

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52

Myra Golden Media

JUNE 25, 2018

Too many hiring managers focus on candidates’ work history when filling customer service roles. To consistency deliver the best possible customer interactions, you need to hire for emotional intelligence —hiring people with empathy, friendliness, and connection, and then train those people on your systems and policies.

Customer Service 112

Customer Service Start-ups Customer Experience 112

DMG Consulting

JUNE 9, 2021

Question: How should remote agents move from new hire training to a contact center team? The post How should remote agents move from new hire training to a contact center team? Answer: Since there is no easy way to implement a traditional (on-site) transition team for remote agents, this process needs to be recreated virtually.

Contact Center 75

Contact Center 75