One of the top challenges faced by contact center leaders is finding, hiring, and retaining high quality talent. Job fairs can be hit or miss, staffing boards often miss the mark, and even once someone’s hired, there’s still the daunting task of ensuring that they have the skills and knowledge to succeed in their role. For an increasing number of contact center leaders, however, they’ve discovered the best next place to find their contact center talent: the retail and hospitality industries.
In this conversation between Shiftsmart VP, Sales and Head of the Customer Organization, Sahil Mehta, and CX Effect Chief Evangelist, Justin Robbins, you’ll hear their thoughts and observations on why these industries develop prime candidates for contact center employment and their recommendations for how businesses can get started in leveraging these types of workers for their business.
When
Available Now OnDemand
Agenda
- Tips for finding and engaging the best talent pool for your contact center.
- Insights on the skills you should hire for, hope for, and train for when staffing in the contact center.
- Ideas for alternative ways to augment or alleviate your contact center staffing needs.
Presenters
Justin Robbins
Chief Evangelist, CX Effect
Once a 12-year-old call center agent, Justin Robbins has a career that spans over two decades and has taken him through the customer experience ranks. He’s led global training and consulting teams, built original industry research programs, directed technology marketing strategies, and presented around the world as a keynote speaker and workshop facilitator. Today, Justin leads the Education & Marketing programs at CX Effect.
Justin Robbins
Sahil Mehta
VP, Sales and Head of the Customer Organization
Sahil Mehta is responsible for Shiftsmart’s global expansion, top-line growth, and customer success. Since joining Shiftsmart in 2017, Mehta has held key leadership positions in the areas of business development, client engagement, and delivery. Prior to joining Shiftsmart, he held roles at both Google and Mercer. Mehta holds a Bachelor of Science in Industrial Engineering and Management Sciences from Northwestern University.
