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How to Hire for Culture Fit


Air Date: January 18, 2018
Time: 1:00 PM Eastern Time
Presenters:

Jeff Toister

Moderators: Erica Marois
Sponsor:
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Watch the webinar video below.

Join Jeff Toister for a discussion on culture fit, what it means, how to hire for it, and how to retain your best agents.

Hiring, training, and retaining the agents we need to succeed is a classic contact center challenge. Many contact center leaders intuitively understand that hiring for culture fit is the first step in the process. The tough part is defining exactly what culture fit means and then scaling the concept so different hiring managers are making consistent hiring decisions. In this webinar, customer service expert Jeff Toister shares a practical guide for hiring agents who fit with your contact center culture. He also reveals how to better integrate training and recruitment so you can retain your best agents.

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Presenters
Jeff Toister
President, Toister Performance Solutions, Inc.

Jeff helps customer service teams unlock their hidden potential.

He is the best selling author of The Service Culture Handbook: A Step-by-Step Guide to Getting Your Employees Obsessed with Customer Service. More than 140,000 people on six continents have taken his video-based training courses on LinkedIn Learning (a.k.a. Lynda.com). Jeff's 15 training videos on LinkedIn Learning include Customer Service Foundations and Leading a Customer-Centric Culture.

Jeff was named one of the Top 30 customer service professionals in the world by Global Gurus. He was also named one of the Top 50 Thought Leaders to Follow on Twitter by the International Customer Management Institute. Feedspot has named his Inside Customer Service blog one of the Top 50 customer service blogs on the planet.

Jeff holds a Certified Professional in Learning and Performance (CPLP) certification from the Association for Talent Development.

Web: www.toistersolutions.com

Twitter: @toister

Blog: www.insidecustomerservice.com

 



Moderators
Erica Marois, Sr. Manager, Content and Community, ICMI
Erica Marois
,
A passionate connector of people, Erica Marois is a customer and employee experience enthusiast who loves helping others find unique solutions to their biggest challenges. She has 12+ years of experience in content creation and community building and volunteers as a facilitator for CX Accelerator. A content marketing specialist with 8x8, Erica works from home in Richmond, VA, where she lives with her husband and their lab-mix, Quinn. Outside of work, she loves cooking, traveling, and reading.

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