Blog

Agents are your contact center’s most valuable assets. Along with being expensive to find and retain, they represent both you and your clients to individual consumers, and the quality of every interaction counts. For these reasons and more, hiring the right agents is paramount to the success of your business. So, read below for some of our best advice on investing in the right people as you grow.

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.

Many companies make bold claims about what their product or service can do, but few can articulate why it matters. Emmersion proves language ability. So what? Emmersion’s mission is to close the global communication gap by proving the language ability of job applicants and learners. In the global economy, it’s becoming more and more important to prove competencies in order to gain access to opportunities.

This week’s post will be a little self indulgent. I hate the “sorry not sorry” card but I’m going to play it anyway. The Emmersion team crossed an important milestone a couple weeks ago as we leveled up our automated English speaking assessment, and it became the FIRST-ever, fully adaptive automated speaking assessment. It has been a great privilege to work with the brilliant minds that have made this vision a reality, and it is a credit to the persistence of the visionary who carried the seeds, tilled the soil, and nurtured it to fruition. You can hear from the brains behind it all, Dr. Jacob Burdis, here.

Read the press release here.

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!  

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.

I have the pleasure of leading our customer success team here at Emmersion. As our department name implies, the customer success team has the responsibility of ensuring that our customers find success using our language testing system. In onboarding new customers, before we jump into training and implementation, we start by asking them about their business goals and objectives.

Yes, it is still important in a down economy!