Are you exploring outsourcing for the first time? Or perhaps you’re looking for a better alternative to your current contact center vendor? Either way, the idea of trusting someone else to take care of your customers can be overwhelming. You’ve worked hard to build your brand and establish customer loyalty. Can an outsourced contact center really live up to that?

That’s where finding out about a contact center’s hiring practices is vital. Frontline agents are the backbone of customer service. So, when you’re knee-deep in the discovery and procurement process, you need to be asking the right questions about what hiring those agents looks like.

Our latest eBook is your guide to everything you need to know about hiring contact center agents. Here’s what’s inside:

• Agent Success Starts with the Hiring Profile

• Why Gamers Make Great Agents

• Diversity in The Contact Center

• Finding Agents Who Love Your Brand

• An excerpt from Harvard Business Review: Kick-Ass Customer Service