Leonard Klie wrote a great article ^[1] about how contact centers can improve.  The first thing on his list: fix the hiring process.  He makes a strong case that the call centers need to focus on hiring the right person for the job.

He doesn’t mention Evolv specifically, but he does say “. . .the (hiring) system should be paired with performance management tools to track the success of the people who are ultimately hired, identify common traits among them, and recycle those characteristics back into the hiring solution to seek them in the next round of hiring.”

That’s exactly what we say!