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How to Measure Contact Center Skills Using Multimedia Simulations

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Simulations for Personnel Selection

Abstract

Connecting frequently and cost-effectively with current and prospective customers are strategic imperatives for many companies. Employees must possess a variety of KSAOs to navigate the fast-paced training, difficult customer interactions, and sophisticated technology that often characterize contact center work. Consequently, many companies have turned to multimedia contact center simulations to improve hiring and placement accuracy. Modern simulations allow candidates to play the part of a representative in a fictitious contact center, which gives a company insight into a candidate’s job-specific skills. This chapter reviews the evolution of contact center simulations, from their auspicious beginning to the central role they currently play helping the global contact center industry identify, hire, and place job candidates. Special attention is given to the design, production, and accompanying validation research underlying contact center simulations.

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  1. FurstPerson, Inc., Chicago, IL, USA

    Brent Holland & Dawn Lambert

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  1. SHL-CEB, Alpharetta, Georgia, USA

    Michael Fetzer

  2. SHL Group Ltd., Arlington, Virginia, USA

    Kathy Tuzinski

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Holland, B., Lambert, D. (2013). How to Measure Contact Center Skills Using Multimedia Simulations. In: Fetzer, M., Tuzinski, K. (eds) Simulations for Personnel Selection. Springer, New York, NY. https://doi.org/10.1007/978-1-4614-7681-8_7

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