{"id":1575,"date":"2015-02-25T17:30:00","date_gmt":"2015-02-25T17:30:00","guid":{"rendered":"https:\/\/cloudbposervices.com\/uncategorized"},"modified":"2015-02-25T17:30:00","modified_gmt":"2015-02-25T17:30:00","slug":"data-takes-on-new-importance-in-contact-center-hiring","status":"publish","type":"post","link":"https:\/\/cloudbposervices.com\/en\/data-takes-on-new-importance-in-contact-center-hiring\/","title":{"rendered":"Data Takes on New Importance in Contact Center Hiring"},"content":{"rendered":"
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February 25, 2015<\/p>\n

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By now, almost everyone in the company is beginning to realize that the data you collect from calls and other interactions with your clients has real value beyond simply asking whether they\u2019re satisfied or not. Once it\u2019s carefully analyzed, this data can reveal insights that savvy marketers can use to help their company grow and generate a significant return on investment.<\/p>\n

But there is an even more important way to use this data, and smart companies are now realizing this: Data can be used to help recruit some of the best employees you\u2019ve ever had.<\/p>\n

Think about it: The hiring process, as detailed as it is, is still somewhat hit-or-miss. In a , Gavin Gustafson, Communications Manager at inContact, a leading call center provider, took a closer look at data and how it relates to the hiring process.<\/p>\n

\u201cThe data you are capturing during the quality management process is a gold mine of insight for your business. One very underutilized connection is recruiting,\u201d Gustafson wrote. \u201cMeasuring the right behaviors in your quality process is critical to leveraging the data in other departments. So, first, let\u2019s discuss some of the basic soft skills that are commonly measured during the quality process. By comparing some of your soft skills scores to customer satisfaction scores, you can identify the soft skills that have the greatest impact on customer satisfaction.\u201d<\/p>\n

He goes on to point out that some agents with \u201ctop-notch, active listening skills show a positive correlation with customer satisfaction, whereas an enthusiastic tone may not have any such correlation.\u201d Consequently, he concludes that the latter trait may not be as critical in the hiring process as was once believed.<\/p>\n

While that is just one example, Gustafson emphasizes that other correlation methods can be used to identify a candidate\u2019s strengths to ensure they align with the company\u2019s goals.<\/p>\n

\u201cUse this information to recruit individuals who will be successful and make a positive impact at your center,\u201d he says. \u201cIt\u2019s a win-win for your business because agents want to be successful, and if you take the time to identify the right individuals, they\u2019ll be more satisfied and engaged when they succeed.\u201d<\/p>\n<\/div>\n

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<\/a><\/a><\/a><\/a><\/div>","protected":false},"excerpt":{"rendered":"

February 25, 2015 By now most everyone in the enterprise is starting to catch on to the fact that the data you capture from calls and other interactions with your clients has some real value beyond just asking if they’re happy or not.  Once it’s finely chopped and diced, such data can reveal insights that […]<\/p>\n","protected":false},"author":1,"featured_media":1261,"comment_status":"open","ping_status":"open","sticky":false,"template":"","format":"standard","meta":{"site-sidebar-layout":"default","site-content-layout":"","ast-site-content-layout":"default","site-content-style":"default","site-sidebar-style":"default","ast-global-header-display":"","ast-banner-title-visibility":"","ast-main-header-display":"","ast-hfb-above-header-display":"","ast-hfb-below-header-display":"","ast-hfb-mobile-header-display":"","site-post-title":"","ast-breadcrumbs-content":"","ast-featured-img":"","footer-sml-layout":"","ast-disable-related-posts":"","theme-transparent-header-meta":"","adv-header-id-meta":"","stick-header-meta":"","header-above-stick-meta":"","header-main-stick-meta":"","header-below-stick-meta":"","astra-migrate-meta-layouts":"default","ast-page-background-enabled":"default","ast-page-background-meta":{"desktop":{"background-color":"","background-image":"","background-repeat":"repeat","background-position":"center center","background-size":"auto","background-attachment":"scroll","background-type":"","background-media":"","overlay-type":"","overlay-color":"","overlay-opacity":"","overlay-gradient":""},"tablet":{"background-color":"","background-image":"","background-repeat":"repeat","background-position":"center center","background-size":"auto","background-attachment":"scroll","background-type":"","background-media":"","overlay-type":"","overlay-color":"","overlay-opacity":"","overlay-gradient":""},"mobile":{"background-color":"","background-image":"","background-repeat":"repeat","background-position":"center center","background-size":"auto","background-attachment":"scroll","background-type":"","background-media":"","overlay-type":"","overlay-color":"","overlay-opacity":"","overlay-gradient":""}},"ast-content-background-meta":{"desktop":{"background-color":"var(--ast-global-color-5)","background-image":"","background-repeat":"repeat","background-position":"center center","background-size":"auto","background-attachment":"scroll","background-type":"","background-media":"","overlay-type":"","overlay-color":"","overlay-opacity":"","overlay-gradient":""},"tablet":{"background-color":"var(--ast-global-color-5)","background-image":"","background-repeat":"repeat","background-position":"center center","background-size":"auto","background-attachment":"scroll","background-type":"","background-media":"","overlay-type":"","overlay-color":"","overlay-opacity":"","overlay-gradient":""},"mobile":{"background-color":"var(--ast-global-color-5)","background-image":"","background-repeat":"repeat","background-position":"center center","background-size":"auto","background-attachment":"scroll","background-type":"","background-media":"","overlay-type":"","overlay-color":"","overlay-opacity":"","overlay-gradient":""}},"footnotes":""},"categories":[65],"tags":[],"class_list":["post-1575","post","type-post","status-publish","format-standard","has-post-thumbnail","hentry","category-contact-center-outsourcing"],"_links":{"self":[{"href":"https:\/\/cloudbposervices.com\/en\/wp-json\/wp\/v2\/posts\/1575","targetHints":{"allow":["GET"]}}],"collection":[{"href":"https:\/\/cloudbposervices.com\/en\/wp-json\/wp\/v2\/posts"}],"about":[{"href":"https:\/\/cloudbposervices.com\/en\/wp-json\/wp\/v2\/types\/post"}],"author":[{"embeddable":true,"href":"https:\/\/cloudbposervices.com\/en\/wp-json\/wp\/v2\/users\/1"}],"replies":[{"embeddable":true,"href":"https:\/\/cloudbposervices.com\/en\/wp-json\/wp\/v2\/comments?post=1575"}],"version-history":[{"count":0,"href":"https:\/\/cloudbposervices.com\/en\/wp-json\/wp\/v2\/posts\/1575\/revisions"}],"wp:featuredmedia":[{"embeddable":true,"href":"https:\/\/cloudbposervices.com\/en\/wp-json\/wp\/v2\/media\/1261"}],"wp:attachment":[{"href":"https:\/\/cloudbposervices.com\/en\/wp-json\/wp\/v2\/media?parent=1575"}],"wp:term":[{"taxonomy":"category","embeddable":true,"href":"https:\/\/cloudbposervices.com\/en\/wp-json\/wp\/v2\/categories?post=1575"},{"taxonomy":"post_tag","embeddable":true,"href":"https:\/\/cloudbposervices.com\/en\/wp-json\/wp\/v2\/tags?post=1575"}],"curies":[{"name":"wp","href":"https:\/\/api.w.org\/{rel}","templated":true}]}}