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Language Learning & Development (2)

Why the Rise of Skills-Based Hiring for Contact Centers and BPOs

Skills-based hiring means looking at talent acquisition from a different perspective. Traditional hiring prioritizes accomplishments and education over proved abilities, and it’s often much too near-sighted. As people find new avenues for learning and developing their talents, skills-based hiring levels the field for applicants and helps companies focus on getting more effective talent in a faster and easier way.

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AI Supercharges the Hiring Process

As the world gets back to normal after the COVID-19 pandemic, many companies have undergone a digital transformation and are looking for better processes to hire employees. More and more companies are turning to AI to supercharge their hiring process. 

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A Shopper’s Guide for Automated Speaking Assessments

While we are proud of our accomplishments towards automated speaking assessment solutions and claim many first ascents in this area of language testing, we also recognize that other solutions are out there that use similar tools to our automated assessments. You might wonder what we think about these competitors. To be honest, we welcome the company! Being a Team Player is a part of our culture. It’s validating to see the work that others are doing that aligns with our own. 

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A Personal Perspective of the Importance of Language

I am on the plane home from a huge personal accomplishment. I am returning to the US having just visited Egypt and my 7th continent of the world (yes, that includes Antarctica). While I have visited some of the most amazing parts of the world, I know I still have much to see. Through my travels, I have enjoyed some of the most impressive natural wonders, man made structures, and passionate individuals. 

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Mastering a Language in 3 Simple Steps + 1 Important Key

Have you ever stood at a starting line, the head of a long trail, or beginning of a big project and felt intimidated? Not sure how you are going to reach your destination or goal? Maybe even scared to start and wonder how in the world you are going to finish? You are not alone!  

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The Surprising Value of Accurate Language Screening

Operating a contact center efficiently and profitably is a difficult task. It is only made more difficult with unpredictable events such as COVID-19 that have accelerated the need for digital transformation and workplace flexibility. In the last decade, as I built an offshore business process outsourcing (BPO) focused on staffing software developers and a 500-plus-seat market research contact center, I constantly looked for an edge in recruiting and customer satisfaction. Every contact center manager and executive is looking to: 1) hire and retain the best talent and 2) improve customer satisfaction (CSAT) scores in order to increase the bottom line. For onshore, offshore, and nearshore bilingual staffing, accurate language screening plays a crucial role in recruiting, retention, and customer experience.

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11 Essential Tips to Using An Interview-Style Process for Language Testing

Recently, I wrote an article for ICMI discussing how to use—and when not to use—interview-style assessments to screen for job candidate language ability. Over my career, I have worked with language teachers, administrators, and other professionals to develop their skills in capturing and evaluating language performance data. An interview-style approach, despite its limits, also has a lot of advantages. Selfishly, of its greatest benefits is that it is one of the most enjoyable to employ as a language-tester. It is a satisfying way to connect with the person that you are evaluating. 

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