Resources
Resources for Job Seekers & Employers
Hire Smart for the New Year: CSRs, Leaders, and Sales Reps Who Set the Tone for Success
Build Your Winning Roster:Hiring CSRs, Leaders, and Sales Reps for the Year AheadKick Off the Year with a Strong Call Center Staffing Game PlanSeptember may be the kickoff to Football season, but January is the kickoff for call centers. It’s when leaders either set...
The Hidden Cost of Doing It Yourself: Why Smart Call Center Leaders Rethink Internal Hiring
The Hidden Cost of Doing It Yourself: Why Smart Call Center Leaders Rethink Internal HiringThe DIY Hiring DelemaIt’s Monday morning and your internal recruiting team is buried under resumes. Your team leads are sitting in back-to-back interviews. Your best supervisor...
Fake Candidates and Deepfakes: The Dark Side of Remote Hiring with AI
Fake Candidates and Deepfakes:The Dark Side of Remote Hiring with AIAI Red FlagsRemote work has been a game-changer for call centers and customer service teams. It’s opened up the talent pool, given people more flexibility, and helped companies grow without the...
Can’t Find It If You Don’t Define It: A Smarter Way for Leaders to Navigate Career Moves
Can’t Find It IfYou Don’t Define It:A Smarter Way for Leaders to Navigate Career MovesLeaders in Transition Most people spend more time planning a vacation than planning their next career move. But when it comes to making a change, especially as a leader, clarity is...
3 Onboarding Tips to Help New Call Center Employees Feel Welcome
3 Onboarding Tips to Make New Call Center Employees Feel Welcomed(and Stay!)Welcome to The TeamYou did it. After sorting through resumes, scheduling interviews, and finally building your dream call center team, you’re ready to welcome some amazing new talent. If...
Cultivating a Thriving Call Center Culture: The Ultimate Guide to Building Your Dream Team
Cultivating a Thriving Call Center Culture:The Ultimate Guide to Building Your Dream TeamWhy Does Culture Matter?It’s 8:15 on a Monday morning, your coffee hasn’t kicked in yet, and you can already hear the murmurs in your call center. One rep is grumbling about...
The Hidden Cost of Misaligned Training: Why Call Centers Struggle with Turnover
The Hidden Cost of Misaligned Training:Why Call Centers Struggle with TurnoverThe Real Impact of Schedule MisalignmentIt's 11 PM, and your newly trained customer service representative is struggling to stay alert during their first week on the night shift. Despite...
The Hidden Cost of Empty Seats: How to Simplify Call Center Hiring & Cut Hiring Time by 40%
How Top Call Centers Cut Hiring Cost & Time by 40% (And How You Can Too)The Hidden Cost of Empty ChairsPicture this: It’s peak season, and your call center is drowning in customer inquiries. Your team is overwhelmed, hold times are skyrocketing, and every minute a...
How to Build a Winning Call Center Team in 2025
How to Build a Winning Call Center Team in 2025 From Hiring to High Performance:Building Your Ideal Call Center CrewEssential Steps for Team Building SuccessAs the new year begins, call center leaders like you are likely setting ambitious goals: exceeding performance...
Call Center Security: Safeguarding Customer Data in a Remote Workforce
A New Era of Remote Call Centers It’s no secret that remote work has transformed the call center industry. Once an unconventional option, remote setups have quickly become the norm, bringing flexibility, scalability, and—let’s be real—a whole new set of security...
Seasonal Staffing Challenges: Special Solutions for Busy Call Center and General Staffing Needs
Believe it or not – the busy holiday season is almost here, and businesses across various industries are gearing up for the annual increase in customer demand. For call centers, in particular, this period can be both a blessing and a challenge. Call volumes skyrocket,...
How to Scale Your Call Center Without Sacrificing Quality
Imagine your call center as a well-oiled machine, humming along smoothly, delivering stellar service to your customers. Now, imagine that machine doubling in size overnight. Exciting, right? But here’s the catch—without the right people in place, that growth can...