As you know, turnover is one of the biggest problems the contact center industry faces. Tech innovations are useless if there isn’t a well-trained and motivated agent at the other end of the phone when the customer calls. The announcement from HireIQ is the first innovation I’ve seen in years that directly targets the issue of agent turnover. If the industry can shake its “That’s the way it’s always been” attitude toward employee turnover and invest in its people at the recruitment and selection phase rather than waiting until the training phase to invest, it will truly change the industry. One of the market segments that has yet to receive any attention is human capital management, but that changed with yesterday’s announcement from HireIQ. - Paul Stockford, Chief Analyst, Saddletree Research
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Leading industry analyst firm Frost & Sullivan honored HireIQ with its 2014 Customer Value Leadership Award for Customer Contact Predictive Hiring and Performance Analytics.
This comprehensive 279-page report reports on the key trends and issues facing US contact center operations today.
Ovum’s "On the Radar" series highlights up-and-coming companies bringing potentially disruptive ideas, products, or business models to their markets. "On the Radar" companies bear watching for their potential impact on the market for the current or future services of enterprises and their suppliers. Read Ovum's view of HireIQ.