Hiring for Service: It’s Time for a Rethink

In thinking about the challenging job frontline agents have these days, I was reminded of an issue of The Edge of Service® Newsletter that I published a while ago: The Edge of Service® Newsletter, Issue 14: Hiring for Service: It’s Time for a Rethink. If hiring is on your list of challenges these days, you might enjoy reading about what …

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Innovative Hiring Practices

Here are samples of things different organizations are doing to find, attract and hire the people they need: Zappos offers new employees payments equivalent to one month’s salary to leave. This helps ensure that those who stay truly want to be there. In Australia, IKEA placed “career instructions” in its products’ flat-packed boxes, attracting thousands of quality applicants through the …

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Hiring Statistics

73% of contact centers say the complexity of customer contacts is increasing. (Source: ICMI) 73% of recruiters have hired a candidate through social media. (Source: Jobvite) Job posts get 36% more applications if accompanied by a recruiting video. (Source: Jobcast) A strong talent brand (i.e., what talent thinks, feels, and shares about your company as a place to work) reduces …

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The Edge of Service® Newsletter, Issue 14: Hiring for Service: It’s Time for a Rethink

The Edge of Service® Newsletter, Issue 14: Hiring for Service: It’s Time for a Rethink Imagine dropping onto Earth from another planet. Your task is to explore our economy—jobs, what we produce, and how we hire and train people for those roles. You’re not familiar with precedent, history, or what’s transpired to this point. You simply look around and take …

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