Recruitment Resources

One of the many benefits of working in a contact centre is excellent learning and development opportunities and rapid career progression. A popular career path that contact centre agents can go down is as a contact centre team leader - someone who is responsible for...

The call centre job search can be a hard process, in particular when it comes to writing a CV that stands out from the rest. You might even ask yourself how you can make your experience and interests relevant if you've never worked in a call centre, but don't let that...

Your responsibilities as a contact centre agent/advisor all boils down to which sector you work in - and who you work for. That being said, typical duties as a contact centre agent/advisor include: Answering calls, emails and web chat enquiries from customers;...

Imposter Syndrome can be detrimental to your mental health and work-life as an employee. Take a look at this article to learn about the symptoms and how to deal with them to help your wellbeing.

It’s easy to forget but, by adding in a video element to the interview process, you’re adding another level, or another ‘thing’ for your candidates to deal with. Whilst many may take video interviews in their stride, for others, they can provide an additional source of anxiety.

If you’re searching and applying for your new customer service role, chances are you’ll be invited to attend your interview for the role online. Here are ways to feel more confident in a video interview, based on actual experiences.

You managed to get everyone on the same page and overhaul your employer branding strategy. You got the buy-in to make it a reality, and it’s finally being discussed at board level. So, why aren’t the applications hitting the mark? Why are things taking longer than you thought they would?

There are so many benefits to using values-based questions as part of your interview process. Not least because of the positive impact this can have on staff morale, engagement and productivity. Learn more.

Let’s face it, we’re in a market where candidates are staying put for the time being. If the last 12 months has shown us anything, it’s that we’re in a candidate-driven market, one where people aren’t taking chances when it comes to switching jobs - at least for now....

Do presenteeism and remote working actually go hand in hand? It may be more rife than ever, and we – as leaders – need to ensure no-one is left behind. We look at some of the signs happening in your workforce to address.

Do you find your careers site isn’t attracting the right people? Are great candidates take way too long to accept your offer? You may be making one of these common mistakes with your EVP.

The pandemic has had an impact on the wellbeing of almost every single employee. Here are 7 ideas to keep your employee wellbeing programme relevant and up to date as your team’s needs change.

Does remote working in contact centre recruitment pose a new threat to attracting the best candidates?
Before you were restricted by location, what if it’s now brand?

How do you get across your culture in an advert for a role that’s remote? How do you demonstrate your brand and why you’re the right business? Here’s 5 examples of brands doing it well.

A culture deck is a great way to show your employer brand and create competitive advantage. If you’re considering creating one for your business, here are three culture decks to inspire your employer brand.

If you know us, you’ll know we’re pretty positive people. Why wouldn’t we be? We love what we do! But at times like this, we need a dose of realism too. Between March and July, 730,000 workers in the UK lost their jobs, and it’s a fair bet that there’ll be more to...

As a topic, diversity and inclusion (D&I) is nothing new. There are 6 ways you can improve diversity and inclusion: Tackle the use of gendered language Share diversity and inclusion content Celebrate diverse holidays and events Fix your gender pay gap Report...

We don’t give ourselves enough credit in the contact centre industry. Since the middle of March, we’ve transitioned from a world in which remote working was a rarity, to one in which 84% of contact centres are now mostly home-working. And we’ve done it without...

Contact centres are busy places. From the start of morning briefings to the end of the day’s final call, there’s rarely a slow moment. With all that noise, it can be easy for managers to get bogged down in the detail rather than planning for the future.  One of the...

The benefits of building an engaged contact centre workforce are undeniable. Research shows that engaged contact centre agents are: 8.5 times more likely to stay than leave within a year  Four times more likely to stay than dissatisfied colleagues  16 times more...