Jennifer Pristera, GCG’s Senior Vice President, Human Resources, authored a feature article for Smart Customer Service addressing how human resource executives can support contact center management in the design and implementation of HR systems that build and sustain a strong culture in which employee engagement thrives and satisfied customers are the norm.

“Avoid the propensity to hire for hard skills alone,” said Pristera. “While hard skills are important, so is hiring someone who is a right fit for your culture and will add dimension to and diversify your team. You can train on hard skills, such as software management or customer service basics. Training empathy and positivity is a different story.”

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