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How to Hire Right in Contact Centers: Top Experts Reveal Secrets

CX Global Media

The right person should not only by qualified for the specific job duties, they must be a cultural fit! We all wish to hire the best person available for the job. But too often we’re destined to fail from the start, even if we do find the best person. We all wish to hire the best person available for the job.

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From Agent to Manager: Tishara Vahling Marr

Sykes

Tish started as an agent in 2006 for SYKESHome (then Alpine Access). “At She quickly moved up into a coaching role, into training, and then into lead roles in training and curriculum development, to her current position. Tish does her part supporting others, taking it to heart to help others and ensure that every person matters. “The

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How to Recession-Proof Your Contact Center, According to 360+ Executives

Balto

From training and coaching to software enhancements, investments allow you to scale your output without hiring, automate repetitive tasks, strengthen your funnel, and improve cross-functional collaboration and visibility. There are a lot of reasons to invest in your contact center. Figure 9: Value Perception as a Function of Age.

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How YETI Stays Ahead with Feedback

GetFeedback

YETI was founded in 2006 by Roy and Ryan Seiders, two brothers from a long line of entrepreneurs. From there, we break it down by individual performance to know how each person is doing. We can identify areas in teams that need additional coaching or more performance review feedback. YETI has a cool history.

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I didn’t choose CX – it chose me!! Heather Grisedale explains how she became a CCXP

ijgolding

I personally wanted to be a police officer when I was a little boy – my life did not quite work out like that! was when I moved into the world of manufacturing in 2006, working for James Walker – they were looking for a Customer Service Facilitator. How do you become a Customer Experience Professional?

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NICE Shines Spotlight on 2014 PSAPs’ Finest at APCO

Customer Interactions

Jason Sturgill has worked for the Monterey County Information Technology Department since October 2006. As a coach/mentor/trainer, he enthusiastically shares best practices with trainees and co-workers. He was the PCC’s organizer and lead person in the 2010, 2011 and 2012 fundraisers to fight against prostate cancer.

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20 Call Center Leaders and QA Pros Reveal the #1 Problem Keeping Call Center QA & Monitoring Teams Up at Night (and How to Solve It)

Callminer

But when the whole month has a lot of calls which were of all different types, the quality report – which can identify potential gaps and required agent coaching or training – may be delayed by many days. He believes that communicating with people over the Internet should be as simple an in-person interaction. Gene Caballero.