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Going Home-Which Road Do You Take? Talent Assessment in the Remote Agent Model
Over the last 10 years, interest in remote agent contact center models has steadily increased, as more companies continue to shift contact center capacity from

agent recruiting  Assessment in the Remote Agent Model Over the last 10 years, interest in remote agent contact center models has steadily increased, as more companies continue to shift contact center capacity from the traditional brick and mortar infrastructure to the remote agent model due to the low investment and high returns, including higher employee engagement. Read this white paper and learn about four talent assessment strategies for a successful home agent model. Read More...
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The simplified definition of enterprise resource planning (ERP) software is a set of applications that automate finance and human resources departments and help manufacturers handle jobs such as or...
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Documents related to » agent recruiting


Who Alleges The PRM Market Consolidation?
Many surveys have purported that there are twice as many manufacturers that cannot integrate their ordering systems with those of their partners and

agent recruiting  it a reseller, broker, agent, dealer, or a distributor if you will. Indeed, because sometimes many partners with different idiosyncrasies can be involved, the indirect channel is by far a more complicated part of the value chain than the direct sales force. Nonetheless, PRM is still usually associated with CRM and expected by some to be eventually subsumed by CRM, since the two software sets share a number of similar functional areas, such as after-sale services and support, helpdesk functions, and both Read More...
SAP - A Humble Giant From The Reality Land? Part 2: Expanding Functionality
During its international e-business conference, SAPPHIRE, SAP displayed a bullish attitude, contradicting the current market malaise. SAP touts a multi-pronged

agent recruiting  use of new intelligent agent technology. Adaptive supply networks are supposedly an evolution of supply chains and will combine global visibility, event management, adaptive planning and execution, and dynamic collaboration. An adaptive supply network will provide business partner integration and dynamic collaboration through portals and exchanges. The new SAP Event Management - a component of mySAP SCM - enables global visibility through real-time event coordination and management across a network. In Read More...
Making the Most of Workforce Optimization: An Agent Lifecycle Approach
Many customer contact organizations have implemented workforce organization (WFO) as an operational strategy to improve the performance of customer care

agent recruiting  of Workforce Optimization: An Agent Lifecycle Approach Many customer contact organizations have implemented workforce organization (WFO) as an operational strategy to improve the performance of customer care professionals once they are on the contact center floor. A sound WFO practice starts well before then with the recruitment and hiring of agents who demonstrate the necessary skills and abilities to be successful. But the hiring process is often overlooked as a key step in implementing an effective Read More...
The Power Behind SHL Talent Analytics
Many organizations don’t understand the effectiveness of their talent management programs relative to their competitors’. SHL Talent Analytics is changing the

agent recruiting  for its customer service agent positions as compared to the rest of the industry, and since its was doing so well with frontline managers, the company now wants to do the same for its agents. Top quartile managers and agents now generate considerably more revenue and are much more likely to stay with the company.   The Competition While there are plenty of BI vendors and HR and talent management software solutions on the market, not all provide the assessment intelligence data that organizations need to Read More...
Integrating Customer Relationship Management and Service Resolution Management
The business case for integrating call center service resolution management into customer relationship management is becoming increasingly obvious, as companies

agent recruiting  the customer asking an agent to confirm if the information he or she has just read on the web site is correct, only to hear “Sorry, that's not right,” or worse yet, “Hmm … I am not sure. Sorry.” The chances of the agent solving the problem on the spot, and perhaps even upgrading the customer to a product or service that meets his or her needs, are then indeed slim. Traditionally, agent turnover rates at call centers are fairly high, due in part to having to listen to customers' (justifiable or Read More...
10 Errors to Avoid When Commissioning a Data Center
Data center commissioning requires tight coordination between vendors, facilities, IT departments, engineers, the commissioning agent, and others. Managed

agent recruiting  enlist an independent commissioning agent to help manage the commissioning process. In most cases an independent commissioning agent is recommended because commissioning documentation can sometimes appear in publicly released corporate documents such as annual reports. These types of documents mandate impartiality. The purpose of this paper is to highlight the ten most common errors that occur when organizations attempt to commission their data centers. This paper does not review the formal methodology Read More...
Top 5 Trends in HR Technology
Recession or not, innovation in HR technology continues to grow—altering the way people work. While there are many new solutions available, here are a few that

agent recruiting  recruiting,recruitment,taleo,succession planning,talent management,applicant tracking system,applicant tracking,workforce management,performance management,recruiting software,payroll services,talent development,applicant tracking systems,icims,performance management system Read More...
Gen Y Talent: How to Attract and Retain the Young and the Restless
Because “Generation Y” will soon make up the bulk of the workforce, companies need to evolve their human resources (HR) programs and services to deliver to Gen

agent recruiting  Y Talent: How to Attract and Retain the Young and the Restless Because “Generation Y” will soon make up the bulk of the workforce, companies need to evolve their human resources (HR) programs and services to deliver to Gen Y, and focus on recruiting and retaining this next generation of workers. For HR programs to be successful, you need to know the issues surrounding Gen Y in the workplace, including why Gen Y behaves differently from Generation X and the Baby Boomers. Learn more. Read More...
Workforce Analytics - A Blend of Business Intelligence and Human Resources
In a previous blog post, I described how artificial intelligence (AI) can help human resources (HR) in the recruiting process. It is interesting to note that

agent recruiting  Analytics - A Blend of Business Intelligence and Human Resources In a previous blog post , I described how artificial intelligence (AI) can help human resources (HR) in the recruiting process. It is interesting to note that almost half of the people who took our poll would use AI—but not extensively. Besides being used for recruiting purposes, AI is used more and more in workforce management. By combining business intelligence (BI) with HR processes, business performance management (BPM) for HR Read More...
Cream.HR's Solution to Today's Recruiting Challenges
I recently interviewed Caitlin MacGregor, chief executive officer (CEO) and co-founder of Cream.HR, a company that produces a software solution that supports

agent recruiting  HR's Solution to Today's Recruiting Challenges I recently interviewed Caitlin MacGregor, chief executive officer (CEO) and co-founder of Cream.HR, a company that produces a software solution that supports organizations with their recruitment and staffing needs. Cream.HR first captured my attention when it published an announcement about a potential collaboration with the Mars One mission to tackle Mars One’s flood of applications. To meet this challenge, MacGregor explains, Cream.HR will offer the Read More...
How Mobile Technology Is Changing Talent Management
With the fast pace of businesses today, employees need to stay connected and continue to be productive from wherever they are. Organizations are thus looking

agent recruiting  Mobile Technology Is Changing Talent Management With the fast pace of businesses today, employees need to stay connected and continue to be productive from wherever they are. Organizations are therefore looking for new ways to leverage available mobile technology for smartphones, tablets, and other mobile devices, to maintain a competitive advantage. With the fairly recent and wide adoption of social media and networking sites, mobile devices have become more affordable and hence more readily Read More...
Ultimate Software to Integrate with LinkedIn
Ultimate Software announces the integration between UltiPro Recruiting and LinkedIn, with the overall ambition of bringing the industry one step closer to

agent recruiting  Software to Integrate with LinkedIn Just like consumer companies allow users to connect via Facebook accounts directly to their Web site, online communities, or online stores, many employers have thought of ways to seamlessly transfer candidate information that comes via LinkedIn directly into their recruitment and staffing system or candidate portal. This type of integration does not appear to have been perfected yet. A case in point, some career Web sites do not map the LinkedIn information onto Read More...
The Truth about Agent Training and Turnover in the Contact Center
Assumption: Call center turnover will always be higher than you want, no matter what you do. If this is true (and a mounting body of research suggests it is

agent recruiting  Truth about Agent Training and Turnover in the Contact Center Assumption: Call center turnover will always be higher than you want, no matter what you do. If this is true (and a mounting body of research suggests it is), you’ll need to complement rewards such as bonus pay, flex time, and public recognition with other means of getting the most productivity from your agents before they head for greener pastures. Read More...

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