#2

The search for talent: Slightly easier than herding cats

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Great customer experiences start with great people. The right talent equipped with the right tools makes all the difference. And in today’s interconnected, fast-paced world, finding and scaling that talent requires a fresh approach. By tapping into global talent pools and leveraging virtual hiring practices, you can access the skills you need anytime, anywhere.

But it doesn’t stop there. The ability to recruit, train, develop and retain top talent at scale is absolutely critical for business growth. There’s a clear connection between people development and maintaining a competitive edge.

Investing in your employees not only strengthens a company’s workforce but also drives more stable earnings and greater resilience in times of crisis. Compared to their competitors, organizations that prioritize human resource development experience:

More consistent performance
Higher employee retention
Attrition rates approximately 5 percentage points lower.

→ Recruitment: Where the magic begins

Finding the right people to represent your brand requires expertise, creativity and a data-driven approach. Here’s where a CX management partner can help you get ahead. The best ones don’t just post job ads and hope for the best — they use AI-enabled role-matching and advanced workforce analytics to match candidates to a brand’s needs.

Predictive analytics can identify high performers before they even start the job. This isn’t about simply filling seats. You need to make sure new hires are set up for success. For industries that need to scale quickly and deal with high attrition, this method is key. It reduces absenteeism, improves retention and boosts productivity, all while enhancing employee experience and thus loyalty to your brand.

And let’s not forget about cultural fit. You need a recruiting strategy that ensures your team is not only skilled but also aligned with your brand values.

→ Training teams for success

Once you’ve got the right people, training becomes the next critical step. But cookie-cutter programs won’t do. Tailored, immersive training that mirrors real-world operations is key to setting up employees for success.

Effective training should focus on three areas:

Employee experience and satisfaction
Operational metrics like customer satisfaction (CSAT), Net Promoter Score (NPS), average handle time (AHT), first call resolution (FCR) and transaction monitoring
Financial metrics such as revenue growth, overall ROI and lower employee turnover costs

Ongoing education and certifications ensure employees remain engaged and confident. When training feels relevant and actionable, employees will stick around longer and be invested in helping the company get and stay ahead.

Leading CX providers can work with you to build your CX strategy within fully branded environments, with brand-immersive training and employee engagement programs to ensure your CX teams aren’t simply a seamless extension of your brand but true advocates acting on your behalf.

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Leading CX providers can work with you to build your CX strategy within fully branded environments, with brand-immersive training and employee engagement programs to ensure your CX teams aren’t simply a seamless extension of your brand but true advocates acting on your behalf.

→ Development and retention

Talent retention is where the real ROI happens. Your CX partner for customer care should be as invested in developing and retaining talent as they are in finding it. From career development programs to consistent coaching, their focus should be on creating a workplace where employees feel valued and supported.

Supervisors play a pivotal role here, spending time mentoring frontline associates and addressing challenges proactively. High employee satisfaction drives better customer interactions and satisfaction.

One key indicator to consider when evaluating a CX management partner? Attrition rates. High turnover can be a red flag, so dig into the causes and how they’re addressed. A partner that prioritizes job satisfaction, recognition and career growth is one that will help your brand thrive.

Case study

▶ Multinational food company drives success with employee experience

A multinational food company faced high operational costs and low employee engagement due to extended downtime in their CX operations. Attrition rates hit 6.5%, while occupancy lagged at 29%.

By piloting real-time AI-powered translation tools, the client streamlined operations without sacrificing their brand voice.