The Surprising Value of Accurate Language Screening in Contact Centers

Screening agents for hire, particularly in "virtual" mode, is not easy. Many centers find they are missing pieces, which leads to inefficient processes, higher turnover and lower customer satisfaction. One important component is language proficiency, whether in English, Spanish, or other languages.

Screening for this early in the process is advisable, but it can also take a lot of time.

Technology can do much of this for you, and help streamline your recruiting process, funneling the best candidates through to you.

Join us as industry expert Brigham Tomco of Emmersion shares his thoughts and experiences on how to integrate language proficiency testing into your agent hiring process.

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Guest: Brigham Tomco | Emmersion
With experience living and working in several countries around the world, Brigham has an extensive background in language learning and international business. He has played a founding role in over 10 companies in various industries, including a BPO based in the Philippines and 500-seat market research contact center. In addition to this role as CEO of Emmersion, he also serves as chairman for Zylun Global, a private equity-backed investment holding company he founded, and sits on the boards of multiple universities, state agencies, and private companies. Brigham earned his JD/MBA from the Marriott School of Business at BYU. He later returned to his alma mater as an adjunct professor of Financing New Ventures.

CallTalk Host: Bruce Belfiore | BenchmarkPortal
Bruce Belfiore is a frequent speaker at industry events in the United States and abroad. Bruce is Chancellor of the College of Call Center Excellence, which provides certificated courses to call center professionals, and has taught the course “Call Center Management” at Purdue University. He is the author of the book Benchmarking At Its Best for Contact Centers and has written numerous research papers and best practices studies focused on contact center topics. He is a consultant to call centers in a wide variety of industries seeking to improve their results, and is noted for helping to calculate the financial impact of proposed changes. Bruce holds Bachelors, JD and MBA degrees from Harvard University.

CallTalk is a monthly internet radio program for the customer service industry featuring the most innovative managers and thought leaders in the customer contact field, interviewed by BenchmarkPortal CEO, Bruce Belfiore. Broadcast monthly, directly over the Internet to your desktop, CallTalk covers hot topics that impact today's call center. CallTalk airs without the participation of vendors so that topics will be free from their influence and guided by the needs of its listeners. If you have a topic you would like us to cover, send it to CallTalk@BenchmarkPortal.com.

The Surprising Value of Accurate Language Screening in Contact Centers | Guest: Brigham Tomco

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