{"id":52021,"date":"2022-05-16T10:43:19","date_gmt":"2022-05-16T17:43:19","guid":{"rendered":"https:\/\/newrcblog.wpengine.com\/us\/en\/blog\/?p=52021"},"modified":"2024-08-06T07:50:48","modified_gmt":"2024-08-06T14:50:48","slug":"the-top-contact-center-hiring-advice-ive-used-throughout-my-career","status":"publish","type":"post","link":"\/us\/en\/blog\/the-top-contact-center-hiring-advice-ive-used-throughout-my-career\/","title":{"rendered":"The top contact center hiring advice I\u2019ve used throughout my career"},"content":{"rendered":"<p><span style=\"font-weight: 400;\">I\u2019ve always wondered what it\u2019s like to hire someone for their dream job. You see, in the course of conducting thousands of interviews and hiring hundreds of people, I have yet to meet someone whose dream job is to work in the contact center. As it turns out, it\u2019s just not a career path to which people aspire. Go figure.<\/span><\/p>\n<p><span style=\"font-weight: 400;\">All joking aside, I can empathize with the struggle that many contact center leaders face in sourcing, onboarding, and retaining great talent. Current dynamics of the labor market aside, it\u2019s never been an easy task to find the right kinds of people for contact center work. Fortunately, there are a few pieces of advice that I\u2019ve found to be tremendously helpful when hiring contact center agents. If you\u2019re looking for some <a href=\"https:\/\/www.ringcentral.com\/email\/agent-centric-contact-center.html#ring-1\" target=\"_blank\" rel=\"noopener\">new hiring tips<\/a>, consider trying one or all of these things.<\/span><\/p>\n<ul>\n<li aria-level=\"1\"><b><a id=\"H1\"><\/a>Always Start By Clarifying What You\u2019ll Hire, Hope, and Train For<\/b><\/li>\n<\/ul>\n<p><span style=\"font-weight: 400;\">One of the earliest pieces of advice I received has enabled me to write better job descriptions, define more effective interview processes, and improve the impact and effectiveness of new hiring training programs. The advice was to document all of the skills, technical experience, or specialized knowledge that was required to be a successful contact center agent. The next step is to take that list of things and break it into three categories.<\/span><\/p>\n<hr \/>\n<p><span style=\"font-weight: 400;\"> \ud83d\ude29\u00a0 <\/span><b>Finding and retaining great talent sure isn\u2019t easy \u2014 get help with the guide to agent centricity by Justin Robbins <span style=\"font-weight: 400;\">\ud83d\udc69 \ud83d\udc68\ud83c\udfff \ud83d\udc68 <\/span><a href=\"https:\/\/emojipedia.org\/woman-dark-skin-tone\/\"><span style=\"font-weight: 400;\">\ud83d\udc69\ud83c\udfff<\/span><\/a><span style=\"font-weight: 400;\"> \ud83d\udc73\u00a0<\/span><\/b><\/p>\n<p><a href=\"https:\/\/www.ringcentral.com\/email\/agent-centric-contact-center.html\" target=\"_blank\" rel=\"noopener\"><span style=\"font-weight: 400;\">2022 Guide to Leading an Agent-Centric Contact Center<\/span><\/a><\/p>\n<p><span style=\"font-weight: 400;\">\t<\/p>\n<div class=\"download-form-widget enterprise-download-form\" data-url=\"https:\/\/netstorage.ringcentral.com\/guides\/agent-centric-contact-center.pdf\" data-id=\"69e1fa85717c4\" id=\"69e1fa85717c4\">\n\t\t<button tabindex=\"on\"  on=\"tap:69e1fa85717c4.toggleClass(class='open')\" class=\"open-modal-download-action download-form-button\" type=\"submit\">Get the guide<\/button><\/p>\n<div class=\"download-form-modal\">\n<div class=\"download-form-modal-body\">\n<div class=\"download-form-modal-content\">\n<form class=\"download-form ENTERPRISE\" method=\"post\">\n<div class=\"download-form-part\">\n\t\t\t\t\t\t\t<input class=\"download-form-input\" aria-label=\"Full Name\" aria-required=\"true\" aria-invalid=\"false\" type=\"text\" name=\"fullname\" placeholder=\"Full Name\" data-dl-events-hover=\"true\" data-dl-element=\"text\" data-dl-additional-info=\"enterprise download form\">\n\t\t\t\t\t\t<\/div>\n<div class=\"download-form-part\">\n\t\t\t\t\t\t\t<input class=\"download-form-input\" aria-label=\"Email (please enter a work email address)\" aria-required=\"true\" aria-invalid=\"false\" type=\"email\" autocomplete=\"on\" name=\"email\" placeholder=\"Email (please enter a work email address)\" data-dl-events-hover=\"true\" data-dl-element=\"email\" data-dl-additional-info=\"enterprise download form\">\n\t\t\t\t\t\t<\/div>\n<div>\n\t\t\t\t\t\t\t<input type=\"hidden\" name=\"popup_form\" value=\"1\">\n\t\t\t\t\t\t<\/div>\n<div>\n\t\t\t\t\t\t\t<input type=\"hidden\" name=\"Lead_Entry_Source__c\" value=\"RC Blog Enterprise\" class=\"download-form-input\"\/>\n\t\t\t\t\t\t<\/div>\n<div class=\"download-form-part\">\n\t\t\t\t\t\t\t<button class=\"download-form-submit\" type=\"submit\" data-dl-element=\"button\" data-no-auto-dl=\"true\" data-dl-additional-info=\"enterprise download form\" data-dl-name=\"Take me to it\">Take me to it<\/button>\n\t\t\t\t\t\t<\/div>\n<\/p><\/form>\n<p> \t\t\t\t\t<button on=\"tap:69e1fa85717c4.toggleClass(class='open')\" role=\"button\" tabindex=\"0\"  class=\"download-form-modal-close\"><\/button>\n\t\t\t\t<\/div>\n<div class=\"download-form-modal-thank\">Happy reading!<\/div>\n<\/p><\/div>\n<\/p><\/div>\n<\/p><\/div>\n<p>\t<\/span><\/p>\n<hr \/>\n<ol>\n<li style=\"font-weight: 400;\" aria-level=\"1\"><b><i><a id=\"H2\"><\/a>Skills that we expected a candidate to already have.<\/i><\/b><span style=\"font-weight: 400;\"> These were the skills that we were hiring for and would evaluate against during the interview process. Did the job require a level of typing proficiency? We\u2019d have them take a typing test. Were we looking for how they\u2019d handle a certain type of scenario? We\u2019d ask situational, behavior-based interview questions that enabled them to demonstrate or articulate their past experience. Bottomline: These are the non-negotiable skills that any new hires would bring to their first day on the job.<\/span><\/li>\n<li style=\"font-weight: 400;\" aria-level=\"1\"><b><i><a id=\"H3\"><\/a>Skills that we expected to train the candidate on. <\/i><\/b><span>These were the things that we knew could be learned on the job or required unique knowledge that couldn\u2019t be obtained elsewhere. This could include proprietary processes, certain technologies, or skills that you\u2019re willing to invest in developing over time. This list informs your new hire training program and enables you to put nervous candidates at ease when they understand where and how you\u2019ll help to prepare them for the job. Bottomline: These are the skills that you\u2019ll teach to every new hire.<\/span><\/li>\n<li style=\"font-weight: 400;\" aria-level=\"1\"><b><i><a id=\"H4\"><\/a>Skills that uniquely positioned candidates or provide additional levels of value to the business. <\/i><\/b><span>These were a list of bonus skills that were really attractive to the business or demonstrated the candidates advanced proficiency in an area. Skills that your contact center might hope for in candidates could include fluency in multiple languages, possession of a specialized certification, or flexible shift availability. Bottomline: These are the skills that could help set candidates apart during difficult hiring decisions.<\/span><\/li>\n<\/ol>\n<ul>\n<li aria-level=\"1\"><b><a id=\"H5\"><\/a>Don\u2019t Require Prior Contact Center Experience<\/b><\/li>\n<\/ul>\n<p><span style=\"font-weight: 400;\">A majority of the agent job postings that I see list previous contact center experience as a requirement. I\u2019ve actually never understood why but, more importantly, have increasingly come to believe that it can be a greater detractor than benefit to hiring. Here are a few experiences that led to my having that belief.<\/span><\/p>\n<ol>\n<li style=\"font-weight: 400;\" aria-level=\"1\"><span style=\"font-weight: 400;\">Old jobs come with old habits and, unfortunately, there are lots of bad habits that can arise in the <a href=\"https:\/\/www.ringcentral.com\/contact-center.html\">contact center<\/a>. You don\u2019t know how those previous contact centers were run and, in my time leading new hiring training programs, a lot of energy and resources were spent to help previous agents change their old ways.\n<p><\/span><\/li>\n<li style=\"font-weight: 400;\" aria-level=\"1\"><span style=\"font-weight: 400;\">Being a career contact center agent isn\u2019t the plan for most people. When I look back at the common denominator in why people join a contact center it\u2019s often because they\u2019re looking to get their foot in the door at a business. They intend to move into other departments and roles that align with their education or aspirations. That should be recognized and embraced by the business. Instead of focusing on people who are stuck in a contact center rut, target candidates with aspirations for growth and a background that supports it. By treating their time in the contact center as an investment, you\u2019ll discover that they have higher <\/span>levels of engagement, deliver exceptional productivity, and become advocates for the contact center long after their time as agents as they grow within the business.<\/li>\n<li style=\"font-weight: 400;\" aria-level=\"1\">Work with your talent acquisition team to target new candidate pools. When I led the hiring for a contact center with high season volumes, I had a unique need for agents during the American summer which is bookmarked by Memorial Day (late May) and Labor Day (early September). As you can imagine, when using the same channels that we leveraged to source year-round, full-time talent, it was difficult to find qualified candidates who were okay with only working for three months. We eventually challenged ourselves to target people who would have seasonal availability\u2014think college students home for the summer or teachers with the summer off\u2014and quickly discovered a robust source for our new hires. Other great candidate sources were found when we began recruiting restaurant staff, hotel employees, and other service-oriented industries.<\/li>\n<\/ol>\n<ul>\n<li aria-level=\"1\"><b><a id=\"H6\"><\/a>Use Interviews and Onboarding to Establish a CX Vision<\/b><\/li>\n<\/ul>\n<p><span style=\"font-weight: 400;\">A mentor once told me that the greatest mistake made by companies when onboarding new employees is delaying their opportunity to make an impact. When people start a new job they want to know that what they\u2019re doing matters, and they want to demonstrate that sooner than later. And yet, for many contact centers, the processes that exist today are built to delay the employees&#8217; impact. For example, the interview process and orientation programming might not connect the dots between the agent&#8217;s day-to-day work and its impact on the broader customer experience. Another common occurrence? It\u2019s often weeks before agents are fully trained and able to interact with customers. When we don\u2019t use those opportunities to set a vision for our agents, and engage them in making it tangible, they question their value, check out, and look to move on.\u00a0<\/span><\/p>\n<p class=\"p1\"><span class=\"s1\">\t<\/p>\n<div class=\"rc-subscribe\" id=\"new-rc-subscribe\"  style=\"background-image:url('\/us\/en\/blog\/wp-content\/themes\/ringcentral\/assets\/images\/temp\/subscribe.png')\">\n\t\t<button class=\"close js-popup-close\"><svg class=\"icon_close_mobile\" width=\"20\" height=\"20\"><use xlink:href=\"#icon_close_mobile\"><\/use><\/svg><\/button><\/p>\n<div class=\"rc-subscribe__wrapper\">\n<div class=\"rc-subscribe__wrapper_text\">\n<h3 class=\"rc-subscribe__title h2\">Stay informed with RingCentral<\/h3>\n<div class=\"rc-subscribe__subtitle\">Subscribe to our emails for the latest blogs, events, and exclusive content on AI-powered communication solutions. Stay ahead with insights and tips from the leader in trusted AI communications.<\/p>\n<p>\t\t\t\t\t<a href=\"https:\/\/www.ringcentral.com\/legal\/privacy-notice.html\" target=\"_blank\" data-dl-name=\"Privacy Notic\" data-dl-element=\"link\" data-dl-additional-info=\"social\" rel=\"noreferrer noopener\">Privacy Notice<\/a>\n\t\t\t\t<\/div>\n<\/p><\/div>\n<div class=\"rc-subscribe__wrapper_form\">\n<form class=\"\" data-event-init=\"true\" novalidate data-js-form>\n<div class=\"rc-subscribe__row\">\n\t\t\t\t\t\t<input\n\t\t\t\t\t\t\t\tname=\"email\"\n\t\t\t\t\t\t\t\tplaceholder=\"Email address *\"\n\t\t\t\t\t\t\t\ttitle=\"Must be valid email. example@yourdomain.com\"\n\t\t\t\t\t\t\t\tminlength=\"4\"\n\t\t\t\t\t\t\t\tmaxlength=\"255\"\n\t\t\t\t\t\t\t\ttype=\"email\"\n\t\t\t\t\t\t\t\trequired\n\t\t\t\t\t\t\t\tpattern=\"[a-z0-9._%+\\-]+@[a-z0-9.\\-]+\\.[a-z]{2,}$\"\n\t\t\t\t\t\t\t\tclass=\"field__control\"\n\t\t\t\t\t\t\t\tautocomplete=\"on\"\n\t\t\t\t\t\t\t\taria-required=\"true\"\n\t\t\t\t\t\t\t\tdata-dl-events-hover=\"true\"\n\t\t\t\t\t\t\t\tdata-dl-element=\"email\"\n\t\t\t\t\t\t\t\tdata-dl-additional-info=\"LET'S WORK TOGETHER\"\n\t\t\t\t\t\t\t\taria-label=\"Email address *\"\n\t\t\t\t\t\t\t\taria-errormessage=\"email-subscribe-errors\"\n\t\t\t\t\t\t><br \/>\n\t\t\t\t\t\t<span class=\"field__errors\" id=\"email-subscribe-errors\" data-js-form-field-errors><\/span>\n\t\t\t\t\t<\/div>\n<div class=\"rc-subscribe__row\">\n\t\t\t\t\t\t<select\n\t\t\t\t\t\t\t\tname=\"Country__c\"\n\t\t\t\t\t\t\t\trequired\n\t\t\t\t\t\t\t\tclass=\"field__control\"\n\t\t\t\t\t\t\t\taria-required=\"true\"\n\t\t\t\t\t\t\t\taria-expanded=\"false\"\n\t\t\t\t\t\t\t\taria-label=\"Country *\"\n\t\t\t\t\t\t\t\taria-errormessage=\"country-subscribe-errors\"\n\t\t\t\t\t\t><option value=\"\" disabled=\"disabled\" selected=\"selected\">Country<\/option><option value=\"Canada\">Canada<\/option><option value=\"United_States\">United States<\/option><\/select><\/p>\n<p>\t\t\t\t\t\t<span class=\"field__errors\" id=\"country-subscribe-errors\" data-js-form-field-errors><\/span>\n\t\t\t\t\t<\/div>\n<div class=\"rc-subscribe__row\">\n\t\t\t\t\t\t<button type=\"submit\" data-event-init=\"true\">Subscribe<\/button>\n\t\t\t\t\t<\/div>\n<\/p><\/form>\n<\/p><\/div>\n<\/p><\/div>\n<div class=\"confirm-form\" role=\"status\" aria-live=\"polite\" style=\"display: none;\" aria-hidden=\"true\">\n<div class=\"confirm-form__text\">Thank you for your interest in RingCentral<\/div>\n<\/p><\/div>\n<\/p><\/div>\n<p>\t<\/span><\/p>\n<p><span style=\"font-weight: 400;\">The best practice here is this: Use the interview process to highlight the critical value of the agent\u2019s role in your business and strategic impact they could make. Then, once they\u2019ve been hired, continue to build the connection between the work they do every day and the bigger picture of which it\u2019s a part. Don\u2019t ever let their value come into question. Continuously share examples of how they\u2019re making a difference and actively engage them in shaping the organization&#8217;s future.<\/span><\/p>\n<p><span style=\"font-weight: 400;\">I\u2019ve consistently found that these practices help my teams and I align on our goals and expectations when hiring, expand our realm of qualified candidates, and create a positive first impression and a strong foundation to build upon. But there\u2019s a catch. You can\u2019t do all of these things and then lead an environment that\u2019s anything but agent-centric.\u00a0<\/span><\/p>\n<p><span style=\"font-weight: 400;\">Hiring great people and then neglecting to invest in their long-term development, deploying processes that undermine their best skills and expertise, or leveraging technologies that make doing their job difficult is a surefire way to find yourself in a repeating pattern of turnover. Not sure what it means to be agent-centric? That\u2019s okay. I wrote an eBook to guide leaders like you down the path of running an agent-centric contact center. <\/span><a href=\"https:\/\/www.ringcentral.com\/email\/agent-centric-contact-center.html#ring-1\" target=\"_blank\" rel=\"noopener\"><span style=\"font-weight: 400;\">Click here to check it out for yourself.<\/span><\/a><\/p>\n","protected":false},"excerpt":{"rendered":"<p>I\u2019ve always wondered what it\u2019s like to hire someone for their dream job. You see, in the course of conducting thousands of interviews and hiring hundreds of people, I have yet to meet someone whose dream job is to work in the contact center. As it turns out, it\u2019s just not a career path to &#8230;<\/p>\n","protected":false},"author":1140,"featured_media":52023,"comment_status":"closed","ping_status":"closed","sticky":false,"template":"","format":"standard","meta":{"footnotes":""},"categories":[4],"tags":[],"class_list":["post-52021","post","type-post","status-publish","format-standard","has-post-thumbnail","hentry","category-customer-experience"],"acf":[],"yoast_head":"<!-- This site is optimized with the Yoast SEO Premium plugin v19.3 (Yoast SEO v27.2) - https:\/\/yoast.com\/product\/yoast-seo-premium-wordpress\/ -->\n<title>The top contact center hiring advice I\u2019ve used throughout my career | RingCentral Blog<\/title>\n<meta name=\"description\" content=\"I\u2019ve always wondered what it\u2019s like to hire someone for their dream job. You see, in the course of conducting thousands of interviews and hiring hundreds\" \/>\n<meta name=\"robots\" content=\"index, follow, max-snippet:-1, max-image-preview:large, max-video-preview:-1\" \/>\n<link rel=\"canonical\" href=\"https:\/\/www.ringcentral.com\/us\/en\/blog\/the-top-contact-center-hiring-advice-ive-used-throughout-my-career\/\" \/>\n<meta property=\"og:locale\" content=\"en_US\" \/>\n<meta property=\"og:type\" content=\"article\" \/>\n<meta property=\"og:title\" content=\"The top contact center hiring advice I\u2019ve used throughout my career\" \/>\n<meta property=\"og:description\" content=\"I\u2019ve always wondered what it\u2019s like to hire someone for their dream job. You see, in the course of conducting thousands of interviews and hiring hundreds\" \/>\n<meta property=\"og:url\" content=\"https:\/\/www.ringcentral.com\/us\/en\/blog\/the-top-contact-center-hiring-advice-ive-used-throughout-my-career\/\" \/>\n<meta property=\"og:site_name\" content=\"RingCentral Blog\" \/>\n<meta property=\"article:publisher\" content=\"https:\/\/www.facebook.com\/ringcentral\" \/>\n<meta property=\"article:published_time\" content=\"2022-05-16T17:43:19+00:00\" \/>\n<meta property=\"article:modified_time\" content=\"2024-08-06T14:50:48+00:00\" \/>\n<meta property=\"og:image\" content=\"https:\/\/www.ringcentral.com\/us\/en\/blog\/wp-content\/uploads\/2022\/05\/alex-kotliarskyi-QBpZGqEMsKg-unsplash-1.jpg\" \/>\n\t<meta property=\"og:image:width\" content=\"930\" \/>\n\t<meta property=\"og:image:height\" content=\"700\" \/>\n\t<meta property=\"og:image:type\" content=\"image\/jpeg\" \/>\n<meta name=\"author\" content=\"Justin Robbins\" \/>\n<meta name=\"twitter:card\" content=\"summary_large_image\" \/>\n<meta name=\"twitter:creator\" content=\"@ringcentral\" \/>\n<meta name=\"twitter:site\" content=\"@ringcentral\" \/>\n<meta name=\"twitter:label1\" content=\"Written by\" \/>\n\t<meta name=\"twitter:data1\" content=\"Justin Robbins\" \/>\n\t<meta name=\"twitter:label2\" content=\"Est. reading time\" \/>\n\t<meta name=\"twitter:data2\" content=\"7 minutes\" \/>\n<script type=\"application\/ld+json\" class=\"yoast-schema-graph\">{\"@context\":\"https:\/\/schema.org\",\"@graph\":[{\"@type\":\"Article\",\"@id\":\"https:\/\/newrcblog.wpengine.com\/us\/en\/blog\/the-top-contact-center-hiring-advice-ive-used-throughout-my-career\/#article\",\"isPartOf\":{\"@id\":\"\/us\/en\/blog\/the-top-contact-center-hiring-advice-ive-used-throughout-my-career\/\"},\"author\":{\"name\":\"Justin Robbins\",\"@id\":\"https:\/\/newrcblog.wpengine.com\/us\/en\/blog\/#\/schema\/person\/5d49a322503aef98aae222494fe8cc73\"},\"headline\":\"The top contact center hiring advice I\u2019ve used throughout my career\",\"datePublished\":\"2022-05-16T17:43:19+00:00\",\"dateModified\":\"2024-08-06T14:50:48+00:00\",\"mainEntityOfPage\":{\"@id\":\"\/us\/en\/blog\/the-top-contact-center-hiring-advice-ive-used-throughout-my-career\/\"},\"wordCount\":1339,\"publisher\":{\"@id\":\"https:\/\/newrcblog.wpengine.com\/us\/en\/blog\/#organization\"},\"image\":{\"@id\":\"https:\/\/newrcblog.wpengine.com\/us\/en\/blog\/the-top-contact-center-hiring-advice-ive-used-throughout-my-career\/#primaryimage\"},\"thumbnailUrl\":\"\/us\/en\/blog\/wp-content\/uploads\/2022\/05\/alex-kotliarskyi-QBpZGqEMsKg-unsplash-1.jpg\",\"articleSection\":[\"Customer &amp; employee experience\"],\"inLanguage\":\"en-US\"},{\"@type\":\"WebPage\",\"@id\":\"\/us\/en\/blog\/the-top-contact-center-hiring-advice-ive-used-throughout-my-career\/\",\"url\":\"https:\/\/newrcblog.wpengine.com\/us\/en\/blog\/the-top-contact-center-hiring-advice-ive-used-throughout-my-career\/\",\"name\":\"The top contact center hiring advice I\u2019ve used throughout my career | RingCentral Blog\",\"isPartOf\":{\"@id\":\"https:\/\/newrcblog.wpengine.com\/us\/en\/blog\/#website\"},\"primaryImageOfPage\":{\"@id\":\"https:\/\/newrcblog.wpengine.com\/us\/en\/blog\/the-top-contact-center-hiring-advice-ive-used-throughout-my-career\/#primaryimage\"},\"image\":{\"@id\":\"https:\/\/newrcblog.wpengine.com\/us\/en\/blog\/the-top-contact-center-hiring-advice-ive-used-throughout-my-career\/#primaryimage\"},\"thumbnailUrl\":\"\/us\/en\/blog\/wp-content\/uploads\/2022\/05\/alex-kotliarskyi-QBpZGqEMsKg-unsplash-1.jpg\",\"datePublished\":\"2022-05-16T17:43:19+00:00\",\"dateModified\":\"2024-08-06T14:50:48+00:00\",\"description\":\"I\u2019ve always wondered what it\u2019s like to hire someone for their dream job. You see, in the course of conducting thousands of interviews and hiring hundreds\",\"breadcrumb\":{\"@id\":\"https:\/\/newrcblog.wpengine.com\/us\/en\/blog\/the-top-contact-center-hiring-advice-ive-used-throughout-my-career\/#breadcrumb\"},\"inLanguage\":\"en-US\",\"potentialAction\":[{\"@type\":\"ReadAction\",\"target\":[\"https:\/\/newrcblog.wpengine.com\/us\/en\/blog\/the-top-contact-center-hiring-advice-ive-used-throughout-my-career\/\"]}]},{\"@type\":\"ImageObject\",\"inLanguage\":\"en-US\",\"@id\":\"https:\/\/newrcblog.wpengine.com\/us\/en\/blog\/the-top-contact-center-hiring-advice-ive-used-throughout-my-career\/#primaryimage\",\"url\":\"\/us\/en\/blog\/wp-content\/uploads\/2022\/05\/alex-kotliarskyi-QBpZGqEMsKg-unsplash-1.jpg\",\"contentUrl\":\"\/us\/en\/blog\/wp-content\/uploads\/2022\/05\/alex-kotliarskyi-QBpZGqEMsKg-unsplash-1.jpg\",\"width\":930,\"height\":700,\"caption\":\"Image of workers, possibly editorial or contact center staff all concentrating in a modern loft style office.\"},{\"@type\":\"BreadcrumbList\",\"@id\":\"https:\/\/newrcblog.wpengine.com\/us\/en\/blog\/the-top-contact-center-hiring-advice-ive-used-throughout-my-career\/#breadcrumb\",\"itemListElement\":[{\"@type\":\"ListItem\",\"position\":1,\"name\":\"Home\",\"item\":\"\/us\/en\/blog\/\"},{\"@type\":\"ListItem\",\"position\":2,\"name\":\"The top contact center hiring advice I\u2019ve used throughout my career\"}]},{\"@type\":\"WebSite\",\"@id\":\"https:\/\/newrcblog.wpengine.com\/us\/en\/blog\/#website\",\"url\":\"https:\/\/newrcblog.wpengine.com\/us\/en\/blog\/\",\"name\":\"RingCentral Blog\",\"description\":\"Intelligent Communications\",\"publisher\":{\"@id\":\"https:\/\/newrcblog.wpengine.com\/us\/en\/blog\/#organization\"},\"potentialAction\":[{\"@type\":\"SearchAction\",\"target\":{\"@type\":\"EntryPoint\",\"urlTemplate\":\"https:\/\/newrcblog.wpengine.com\/us\/en\/blog\/?s={search_term_string}\"},\"query-input\":{\"@type\":\"PropertyValueSpecification\",\"valueRequired\":true,\"valueName\":\"search_term_string\"}}],\"inLanguage\":\"en-US\"},{\"@type\":\"Organization\",\"@id\":\"https:\/\/newrcblog.wpengine.com\/us\/en\/blog\/#organization\",\"name\":\"RingCentral\",\"url\":\"https:\/\/newrcblog.wpengine.com\/us\/en\/blog\/\",\"logo\":{\"@type\":\"ImageObject\",\"inLanguage\":\"en-US\",\"@id\":\"https:\/\/newrcblog.wpengine.com\/us\/en\/blog\/#\/schema\/logo\/image\/\",\"url\":\"\/us\/en\/blog\/wp-content\/uploads\/2025\/04\/ringcentral-logo.png\",\"contentUrl\":\"\/us\/en\/blog\/wp-content\/uploads\/2025\/04\/ringcentral-logo.png\",\"width\":2048,\"height\":309,\"caption\":\"RingCentral\"},\"image\":{\"@id\":\"https:\/\/newrcblog.wpengine.com\/us\/en\/blog\/#\/schema\/logo\/image\/\"},\"sameAs\":[\"https:\/\/www.facebook.com\/ringcentral\",\"https:\/\/x.com\/ringcentral\",\"https:\/\/www.linkedin.com\/company\/ringcentral\/\",\"https:\/\/www.instagram.com\/ringcentral\"]},{\"@type\":\"Person\",\"@id\":\"https:\/\/newrcblog.wpengine.com\/us\/en\/blog\/#\/schema\/person\/5d49a322503aef98aae222494fe8cc73\",\"name\":\"Justin Robbins\",\"image\":{\"@type\":\"ImageObject\",\"inLanguage\":\"en-US\",\"@id\":\"https:\/\/secure.gravatar.com\/avatar\/5bf6a12d347ecd889cc57036fd2986b4af643672eeb78e00e94f59a3f911ba5b?s=96&d=mm&r=g\",\"url\":\"https:\/\/secure.gravatar.com\/avatar\/5bf6a12d347ecd889cc57036fd2986b4af643672eeb78e00e94f59a3f911ba5b?s=96&d=mm&r=g\",\"contentUrl\":\"https:\/\/secure.gravatar.com\/avatar\/5bf6a12d347ecd889cc57036fd2986b4af643672eeb78e00e94f59a3f911ba5b?s=96&d=mm&r=g\",\"caption\":\"Justin Robbins\"},\"description\":\"Justin Robbins is a researcher, educator, &amp; advisor who\u2019s spent the past two decades helping businesses define and deliver exceptional customer experiences. He\u2019s developed industry training and certification programs, authored numerous research reports and how-to guides, led strategic consulting engagements, and contributed his insights to mainstream media outlets around the globe \u2013 all focused on helping organizations achieve better business outcomes from their customer experience initiatives. He founded Metric Sherpa, Inc in 2017 to apply what he\u2019d learned as a customer experience leader to helping guide other businesses to CX success. At Metric Sherpa, their focus is helping customer experience leaders make the most of their quality assurance, coaching and development, and performance measurement programs.\",\"url\":\"\/us\/en\/blog\/author\/justin-robbins\/\"}]}<\/script>\n<!-- \/ Yoast SEO Premium plugin. -->","yoast_head_json":{"title":"The top contact center hiring advice I\u2019ve used throughout my career | RingCentral Blog","description":"I\u2019ve always wondered what it\u2019s like to hire someone for their dream job. You see, in the course of conducting thousands of interviews and hiring hundreds","robots":{"index":"index","follow":"follow","max-snippet":"max-snippet:-1","max-image-preview":"max-image-preview:large","max-video-preview":"max-video-preview:-1"},"canonical":"https:\/\/www.ringcentral.com\/us\/en\/blog\/the-top-contact-center-hiring-advice-ive-used-throughout-my-career\/","og_locale":"en_US","og_type":"article","og_title":"The top contact center hiring advice I\u2019ve used throughout my career","og_description":"I\u2019ve always wondered what it\u2019s like to hire someone for their dream job. You see, in the course of conducting thousands of interviews and hiring hundreds","og_url":"https:\/\/www.ringcentral.com\/us\/en\/blog\/the-top-contact-center-hiring-advice-ive-used-throughout-my-career\/","og_site_name":"RingCentral Blog","article_publisher":"https:\/\/www.facebook.com\/ringcentral","article_published_time":"2022-05-16T17:43:19+00:00","article_modified_time":"2024-08-06T14:50:48+00:00","og_image":[{"width":930,"height":700,"url":"https:\/\/www.ringcentral.com\/us\/en\/blog\/wp-content\/uploads\/2022\/05\/alex-kotliarskyi-QBpZGqEMsKg-unsplash-1.jpg","type":"image\/jpeg"}],"author":"Justin Robbins","twitter_card":"summary_large_image","twitter_creator":"@ringcentral","twitter_site":"@ringcentral","twitter_misc":{"Written by":"Justin Robbins","Est. reading time":"7 minutes"},"schema":{"@context":"https:\/\/schema.org","@graph":[{"@type":"Article","@id":"https:\/\/newrcblog.wpengine.com\/us\/en\/blog\/the-top-contact-center-hiring-advice-ive-used-throughout-my-career\/#article","isPartOf":{"@id":"\/us\/en\/blog\/the-top-contact-center-hiring-advice-ive-used-throughout-my-career\/"},"author":{"name":"Justin Robbins","@id":"https:\/\/newrcblog.wpengine.com\/us\/en\/blog\/#\/schema\/person\/5d49a322503aef98aae222494fe8cc73"},"headline":"The top contact center hiring advice I\u2019ve used throughout my career","datePublished":"2022-05-16T17:43:19+00:00","dateModified":"2024-08-06T14:50:48+00:00","mainEntityOfPage":{"@id":"\/us\/en\/blog\/the-top-contact-center-hiring-advice-ive-used-throughout-my-career\/"},"wordCount":1339,"publisher":{"@id":"https:\/\/newrcblog.wpengine.com\/us\/en\/blog\/#organization"},"image":{"@id":"https:\/\/newrcblog.wpengine.com\/us\/en\/blog\/the-top-contact-center-hiring-advice-ive-used-throughout-my-career\/#primaryimage"},"thumbnailUrl":"\/us\/en\/blog\/wp-content\/uploads\/2022\/05\/alex-kotliarskyi-QBpZGqEMsKg-unsplash-1.jpg","articleSection":["Customer &amp; employee experience"],"inLanguage":"en-US"},{"@type":"WebPage","@id":"\/us\/en\/blog\/the-top-contact-center-hiring-advice-ive-used-throughout-my-career\/","url":"https:\/\/newrcblog.wpengine.com\/us\/en\/blog\/the-top-contact-center-hiring-advice-ive-used-throughout-my-career\/","name":"The top contact center hiring advice I\u2019ve used throughout my career | RingCentral Blog","isPartOf":{"@id":"https:\/\/newrcblog.wpengine.com\/us\/en\/blog\/#website"},"primaryImageOfPage":{"@id":"https:\/\/newrcblog.wpengine.com\/us\/en\/blog\/the-top-contact-center-hiring-advice-ive-used-throughout-my-career\/#primaryimage"},"image":{"@id":"https:\/\/newrcblog.wpengine.com\/us\/en\/blog\/the-top-contact-center-hiring-advice-ive-used-throughout-my-career\/#primaryimage"},"thumbnailUrl":"\/us\/en\/blog\/wp-content\/uploads\/2022\/05\/alex-kotliarskyi-QBpZGqEMsKg-unsplash-1.jpg","datePublished":"2022-05-16T17:43:19+00:00","dateModified":"2024-08-06T14:50:48+00:00","description":"I\u2019ve always wondered what it\u2019s like to hire someone for their dream job. You see, in the course of conducting thousands of interviews and hiring hundreds","breadcrumb":{"@id":"https:\/\/newrcblog.wpengine.com\/us\/en\/blog\/the-top-contact-center-hiring-advice-ive-used-throughout-my-career\/#breadcrumb"},"inLanguage":"en-US","potentialAction":[{"@type":"ReadAction","target":["https:\/\/newrcblog.wpengine.com\/us\/en\/blog\/the-top-contact-center-hiring-advice-ive-used-throughout-my-career\/"]}]},{"@type":"ImageObject","inLanguage":"en-US","@id":"https:\/\/newrcblog.wpengine.com\/us\/en\/blog\/the-top-contact-center-hiring-advice-ive-used-throughout-my-career\/#primaryimage","url":"\/us\/en\/blog\/wp-content\/uploads\/2022\/05\/alex-kotliarskyi-QBpZGqEMsKg-unsplash-1.jpg","contentUrl":"\/us\/en\/blog\/wp-content\/uploads\/2022\/05\/alex-kotliarskyi-QBpZGqEMsKg-unsplash-1.jpg","width":930,"height":700,"caption":"Image of workers, possibly editorial or contact center staff all concentrating in a modern loft style office."},{"@type":"BreadcrumbList","@id":"https:\/\/newrcblog.wpengine.com\/us\/en\/blog\/the-top-contact-center-hiring-advice-ive-used-throughout-my-career\/#breadcrumb","itemListElement":[{"@type":"ListItem","position":1,"name":"Home","item":"\/us\/en\/blog\/"},{"@type":"ListItem","position":2,"name":"The top contact center hiring advice I\u2019ve used throughout my career"}]},{"@type":"WebSite","@id":"https:\/\/newrcblog.wpengine.com\/us\/en\/blog\/#website","url":"https:\/\/newrcblog.wpengine.com\/us\/en\/blog\/","name":"RingCentral Blog","description":"Intelligent Communications","publisher":{"@id":"https:\/\/newrcblog.wpengine.com\/us\/en\/blog\/#organization"},"potentialAction":[{"@type":"SearchAction","target":{"@type":"EntryPoint","urlTemplate":"https:\/\/newrcblog.wpengine.com\/us\/en\/blog\/?s={search_term_string}"},"query-input":{"@type":"PropertyValueSpecification","valueRequired":true,"valueName":"search_term_string"}}],"inLanguage":"en-US"},{"@type":"Organization","@id":"https:\/\/newrcblog.wpengine.com\/us\/en\/blog\/#organization","name":"RingCentral","url":"https:\/\/newrcblog.wpengine.com\/us\/en\/blog\/","logo":{"@type":"ImageObject","inLanguage":"en-US","@id":"https:\/\/newrcblog.wpengine.com\/us\/en\/blog\/#\/schema\/logo\/image\/","url":"\/us\/en\/blog\/wp-content\/uploads\/2025\/04\/ringcentral-logo.png","contentUrl":"\/us\/en\/blog\/wp-content\/uploads\/2025\/04\/ringcentral-logo.png","width":2048,"height":309,"caption":"RingCentral"},"image":{"@id":"https:\/\/newrcblog.wpengine.com\/us\/en\/blog\/#\/schema\/logo\/image\/"},"sameAs":["https:\/\/www.facebook.com\/ringcentral","https:\/\/x.com\/ringcentral","https:\/\/www.linkedin.com\/company\/ringcentral\/","https:\/\/www.instagram.com\/ringcentral"]},{"@type":"Person","@id":"https:\/\/newrcblog.wpengine.com\/us\/en\/blog\/#\/schema\/person\/5d49a322503aef98aae222494fe8cc73","name":"Justin Robbins","image":{"@type":"ImageObject","inLanguage":"en-US","@id":"https:\/\/secure.gravatar.com\/avatar\/5bf6a12d347ecd889cc57036fd2986b4af643672eeb78e00e94f59a3f911ba5b?s=96&d=mm&r=g","url":"https:\/\/secure.gravatar.com\/avatar\/5bf6a12d347ecd889cc57036fd2986b4af643672eeb78e00e94f59a3f911ba5b?s=96&d=mm&r=g","contentUrl":"https:\/\/secure.gravatar.com\/avatar\/5bf6a12d347ecd889cc57036fd2986b4af643672eeb78e00e94f59a3f911ba5b?s=96&d=mm&r=g","caption":"Justin Robbins"},"description":"Justin Robbins is a researcher, educator, &amp; advisor who\u2019s spent the past two decades helping businesses define and deliver exceptional customer experiences. He\u2019s developed industry training and certification programs, authored numerous research reports and how-to guides, led strategic consulting engagements, and contributed his insights to mainstream media outlets around the globe \u2013 all focused on helping organizations achieve better business outcomes from their customer experience initiatives. He founded Metric Sherpa, Inc in 2017 to apply what he\u2019d learned as a customer experience leader to helping guide other businesses to CX success. At Metric Sherpa, their focus is helping customer experience leaders make the most of their quality assurance, coaching and development, and performance measurement programs.","url":"\/us\/en\/blog\/author\/justin-robbins\/"}]}},"rc_img_url":"\/us\/en\/blog\/wp-content\/uploads\/2022\/05\/alex-kotliarskyi-QBpZGqEMsKg-unsplash-1.jpg","rcblog_by_author":"<a href=\"\/us\/en\/blog\/author\/justin-robbins\/amp\" data-dl-events-click=\"true\" data-dl-element=\"link\"><span class=\"image\"><img src=\"https:\/\/secure.gravatar.com\/avatar\/5bf6a12d347ecd889cc57036fd2986b4af643672eeb78e00e94f59a3f911ba5b?s=96&d=mm&r=g\" alt=\"\" width=\"30\" height=\"30\" layout=\"fixed\"><\/img><\/span><span class=\"by-author-name\">Justin Robbins<\/span><\/a>","rc_author_full_name":"Justin Robbins","rc_author_avatar":"\/us\/en\/blog\/wp-content\/uploads\/2022\/05\/Justin-Robbins.png","rc_author_link":"\/us\/en\/blog\/author\/justin-robbins\/amp","rc_post_categories":"<a href=\"\/us\/en\/blog\/category\/trending\/customer-experience\/amp\">Customer &amp; employee experience<\/a>","amp_link":"\/us\/en\/blog\/the-top-contact-center-hiring-advice-ive-used-throughout-my-career\/amp","excerpt_title":"The top contact center hiring advice I\u2019ve used throughout...","_links":{"self":[{"href":"https:\/\/newrcblog.wpengine.com\/us\/en\/blog\/wp-json\/wp\/v2\/posts\/52021","targetHints":{"allow":["GET"]}}],"collection":[{"href":"https:\/\/newrcblog.wpengine.com\/us\/en\/blog\/wp-json\/wp\/v2\/posts"}],"about":[{"href":"https:\/\/newrcblog.wpengine.com\/us\/en\/blog\/wp-json\/wp\/v2\/types\/post"}],"author":[{"embeddable":true,"href":"https:\/\/newrcblog.wpengine.com\/us\/en\/blog\/wp-json\/wp\/v2\/users\/1140"}],"replies":[{"embeddable":true,"href":"https:\/\/newrcblog.wpengine.com\/us\/en\/blog\/wp-json\/wp\/v2\/comments?post=52021"}],"version-history":[{"count":0,"href":"https:\/\/newrcblog.wpengine.com\/us\/en\/blog\/wp-json\/wp\/v2\/posts\/52021\/revisions"}],"wp:featuredmedia":[{"embeddable":true,"href":"https:\/\/newrcblog.wpengine.com\/us\/en\/blog\/wp-json\/wp\/v2\/media\/52023"}],"wp:attachment":[{"href":"https:\/\/newrcblog.wpengine.com\/us\/en\/blog\/wp-json\/wp\/v2\/media?parent=52021"}],"wp:term":[{"taxonomy":"category","embeddable":true,"href":"https:\/\/newrcblog.wpengine.com\/us\/en\/blog\/wp-json\/wp\/v2\/categories?post=52021"},{"taxonomy":"post_tag","embeddable":true,"href":"https:\/\/newrcblog.wpengine.com\/us\/en\/blog\/wp-json\/wp\/v2\/tags?post=52021"}],"curies":[{"name":"wp","href":"https:\/\/api.w.org\/{rel}","templated":true}]}}