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Rise of the Machines: Algorithms Make Better Hiring Decisions – Kevin Hegebarth

algorithms help contact center hiringEven though contact centers use many assessments during the hiring process, many contact center recruiters end up hiring based on one specific criteria: the applicant sounds good on the phone. The issue with this is that hiring with this reason at the forefront can lead to the new agent underperforming or being fired before becoming a good worker. The ICMI article “Rise of the Machines: Algorithms Make Better Hiring Decisions” by Kevin Hegebarth discusses the idea of using predictive analytics during the hiring process and how it can lead to finding the best agents for your contact center.

To read the full article, please click the link below:

Rise of the Machines: Algorithms Make Better Hiring Decisions – Kevin Hegebarth



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