Trends for Call Center Agent Staffing

Customer Driven with Chad McDaniel

English - July 11, 2019 09:00 - 33 minutes - 38.6 MB - ★★★★★ - 4 ratings
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Previous Episode: The CX Automation Framework: 5 things to ask yourself before implementing automation technology to your CX strategy

Next Episode: Creating Integrated, Horizontal Experiences: The Key to Customer Satisfaction with Vicki Perryman

Welcome to another episode of Customer Driven! This week, Chad is chatting with Scott Simpson, President of Precision Staffing, a Call Center staffing agency in Cincinnati. Scott shares a wealth of insight on the current trends of staffing, cost/time to fill and attrition/turnover as well as difficulties in retaining the right hires.

Chad and Scott also discuss:

Call Center Voice Agent hiring vs. Digital Assist Agent Hiring (social media response and chat response)
The importance of the Candidate Experience
Soft skills vs. technical skills
The legal turmoil around Social Media Candidate Profiling

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