Today’s always connected digital experience enables consumers to search online for anything, at anytime, and access millions of results—then instantly make a transaction. This is where the brand challenges (as well as the opportunities) begin.
Being part of the digital ecosystem requires businesses to play by a variety of customer-driven rules of engagement. One of the most important rules of engagement is hiring and growing a team of talented chat agents. These employees are charged with personally nurturing customer relationships and providing a best-in-class customer experience. The benefits of an all-star agent team truly impact bottom-line business results.
Position your team for success
While the right technology enables success, your brand’s results will be only as good as your chat agents’ best efforts—this is where the human factor comes in! Chat agents are your frontline and can either make or break your customers’ experience. Read more...
In part two of this series, we took a look at some of the employment law issues that you need to consider before you make a hire. In this last installment, we’ll review some of the ways to recognize your top talent so you can work as hard to retain them as they work to help you grow your small business.
Chances are if you attract the best and brightest employees – and retain them – that you won’t have to worry about the types of legal liabilities we discussed in part two. So before the interview process even begins, make sure you are pulling from a healthy crop of potential candidates. You might try saving a manila resume folder full of candidates that are referred to from various sources. This stamp of approval cuts a lot of the dross out of the running. Read more...
In this first part of this series, we discussed the importance of interviewing and background checks in the quest to attract and retain top talent. In part two, we’ll take a look at some of the employment law issues that you need to consider before you make a hire.
From the Family Medical Leave Act to overtime exemption policies, there is a minefield of employment laws waiting to trap unsuspecting operators in today’s litigious environment.
A survey by the Chubb Group of Insurance companies found that 26 percent of privately-owned companies have been sued by an employee or former employee in the past few years. Employees at 22 percent of the companies have filed a discrimination or harassment complaint with the Equal Employment Opportunity Commission or state agencies. What’s worse, the survey estimates it costs more than $100,000 to settle an employee lawsuit.
How do you protect yourself? Read more...
What types of workers are most in demand today? Employers are hiring employees who are experienced in their businesses, team-oriented, customer-focused, have a track record for achieving the results they want, and work smart.
So says a new survey from global talent management firm OI Partners/FS&F.
Companies are more frequently using social media sites to recruit employees than last year, posting jobs on their company Web sites, obtaining referrals from current workers, and hiring people first as contract or temporary employees.
Here are some key takeaways from the survey, which offers insights for small business owners looking to hire and people looking for their next job: Read more...
- 54 percent of employers have increased hiring
- 42 percent are amore concerned about retaining their current employees than they were last year
Is your career changing? If you are like the majority of people in the workforce today, the answer is probably yes. Companies thrive on change, and most change very quickly.
But how are you handling your change? Are you going with it, or hoping that you can ride it out? Or, are you wishing that your change would go away?
Change is not easy for most people. We like our routines and want to know what is coming our way. Change throws us off course. It makes us think and makes us do more work. Change forces us to look at ourselves and come up with a new plan or perspective. Change adds fear and uncertainty to our lives. The truth is we just don’t like it very much. Read more...
I recently came across an article in Fox Business’ Small Business Center called “3 Reasons Why an Unpaid Intern Wants to Work for You.”
The gist of it is this: summer is upon us and summer interns are rip for the picking. So if you want to get in on some free help from June through August, Fox suggested three incentives you can offer college kids: a learning experience, the prospect of a job offer and a job to be proud of.
OK, but how do you go about finding an intern? That might be a bigger challenging than actually convincing them to hook up with your small business.
Well, other than calling your local colleges, which I would recommend, you can also put out some feelers on Web sites that specialize in connecting companies with interns. Read more...
Who would you rather hire? Your brother in need or a complete stranger?
A Hiscox study answers the question for you. Well, sort of. The small-to mid-sized business insurer conducted a survey of 1,000 small business owners to track family hiring practices. The results: 21 percent employ a family member. Of that group, 43 percent cited the downturn as a reason for recruiting a relative.
Nearly a third (30 percent) of family-run businesses choose to employ a relative to help them find work and 11 percent say it was to help those who had been made redundant. But the benefits were hardly one-sided. A whopping 94% believe that a family hire benefits their businesses.
Let’s drill down into the advantages: Read more...
- 57% say it came down to trust
- 45% cite reliability as a benefit
- 44% know their family members “will work hard”
- 40% point to relevant experience