ICMI's Customer Management Insight - January 2008 - (Page 14) PEOPLE comes, determine needed behaviors for all identified activities, and then uncover the characteristics, skills and aptitudes needed to effectively perform the key behaviors. The selection process, then, is a function of determining how best to measure each of the foundationlevel talents and skills. In our one-call resolution example, if you don’t hire individuals with problem-solving abilities, then the people you do hire are not likely to perform at stellar levels. The bottom line is that the pyramid helps you to identify the most relevant aptitudes, skills and personal characteristics needed for work success. Then, it also helps you to determine what assessment instruments would be relevant to distinguish individuals who will perform successfully from those who won’t. USING THE PYRAMID TO IDENTIFY PREHIRE TESTS The pyramid foundation (Level 4) has identified critical knowledge, skills and abilities. The next step is to use assessment tools that measure these talents and move up the pyramid to predict success in key performance and business outcomes. The table on the previous page illustrates the basic strategy, moving from the foundation to the top of the pyramid, and provides examples of prehire tests that are relevant for contact center success. START YOUR INVESTMENT OUT RIGHT identify and build a talented agent workforce. Don’t base it on guesswork. Build your testing program on a solid foundation that aligns your prehire assessments to your specific business needs. The greatest return on your testing dollars will only come when you use this upfront strategy. • Pre-employment testing typically requires an upfront investment of your time and resources — but it’s an investment that will allow you to MALCOLM C. McCULLOCH, PH.D. is Senior Research Consultant for LIMRA International. mmcculloch@limra.com Join us in a New YearCelebration! For a limited time, as soon as you join the ICMI Membership you’ll get our Agent Turnover and Retention Report, valued at $169. Altogether, you’ll get more than $850 worth of ICMI’s valuable research reports! Add up all the savings and all the opportunities you’ll have to LEARN, IMPROVE and BELONG—you can’t afford not to belong to ICMI! www.icmi.com/join icmi’s insight www.icmi.com | JANUARY 2008 14 http://www.icmi.com/join http://www.icmi.com/join http://www.icmi.com/join http://www.icmi.com http://www.icmi.com
Table of Contents Feed for the Digital Edition of ICMI's Customer Management Insight - January 2008 ICMI's Customer Management Insight - January 2008 Contents Customer Care Technologies Ad Index Editor's Page Contact Center Spotlight People: Prehire Tests In The Center Strategy: Video Contact Centers Show Preview Operations: Knowledge Management Industry Research Contact Centers Face Today's Realities: A Case for Consolidation 2.0 Is Your Agent Training Process Evolving with the Role? The Key to Innovation Is Maintaining Your Strengths Becoming Strategic: Using Customer Contact Analytics to Empower the Contact Center's Role ICMI's Customer Management Insight - January 2008 ICMI's Customer Management Insight - January 2008 - Customer Care Technologies (Page 1) ICMI's Customer Management Insight - January 2008 - Customer Care Technologies (Page 2) ICMI's Customer Management Insight - January 2008 - Ad Index (Page 3) ICMI's Customer Management Insight - January 2008 - Ad Index (Page 4) ICMI's Customer Management Insight - January 2008 - Editor's Page (Page 5) ICMI's Customer Management Insight - January 2008 - Editor's Page (Page 6) ICMI's Customer Management Insight - January 2008 - Editor's Page (Page 7) ICMI's Customer Management Insight - January 2008 - Contact Center Spotlight (Page 8) ICMI's Customer Management Insight - January 2008 - Contact Center Spotlight (Page 9) ICMI's Customer Management Insight - January 2008 - Contact Center Spotlight (Page 10) ICMI's Customer Management Insight - January 2008 - People: Prehire Tests (Page 11) ICMI's Customer Management Insight - January 2008 - People: Prehire Tests (Page 12) ICMI's Customer Management Insight - January 2008 - People: Prehire Tests (Page 13) ICMI's Customer Management Insight - January 2008 - People: Prehire Tests (Page 14) ICMI's Customer Management Insight - January 2008 - People: Prehire Tests (Page 15) ICMI's Customer Management Insight - January 2008 - In The Center (Page 16) ICMI's Customer Management Insight - January 2008 - In The Center (Page 17) ICMI's Customer Management Insight - January 2008 - In The Center (Page 18) ICMI's Customer Management Insight - January 2008 - Strategy: Video Contact Centers (Page 19) ICMI's Customer Management Insight - January 2008 - Strategy: Video Contact Centers (Page 20) ICMI's Customer Management Insight - January 2008 - Strategy: Video Contact Centers (Page 21) ICMI's Customer Management Insight - January 2008 - Strategy: Video Contact Centers (Page 22) ICMI's Customer Management Insight - January 2008 - Show Preview (Page 23) ICMI's Customer Management Insight - January 2008 - Operations: Knowledge Management (Page 24) ICMI's Customer Management Insight - January 2008 - Operations: Knowledge Management (Page 25) ICMI's Customer Management Insight - January 2008 - Operations: Knowledge Management (Page 26) ICMI's Customer Management Insight - January 2008 - Operations: Knowledge Management (Page 27) ICMI's Customer Management Insight - January 2008 - Operations: Knowledge Management (Page 28) ICMI's Customer Management Insight - January 2008 - Operations: Knowledge Management (Page 29) ICMI's Customer Management Insight - January 2008 - Industry Research (Page 30) ICMI's Customer Management Insight - January 2008 - Industry Research (Page 31) ICMI's Customer Management Insight - January 2008 - Contact Centers Face Today's Realities: A Case for Consolidation 2.0 (Page 32) ICMI's Customer Management Insight - January 2008 - Contact Centers Face Today's Realities: A Case for Consolidation 2.0 (Page 33) ICMI's Customer Management Insight - January 2008 - Contact Centers Face Today's Realities: A Case for Consolidation 2.0 (Page 34) ICMI's Customer Management Insight - January 2008 - Is Your Agent Training Process Evolving with the Role? (Page 35) ICMI's Customer Management Insight - January 2008 - Is Your Agent Training Process Evolving with the Role? (Page 36) ICMI's Customer Management Insight - January 2008 - Is Your Agent Training Process Evolving with the Role? (Page 37) ICMI's Customer Management Insight - January 2008 - The Key to Innovation Is Maintaining Your Strengths (Page 38) ICMI's Customer Management Insight - January 2008 - The Key to Innovation Is Maintaining Your Strengths (Page 39) ICMI's Customer Management Insight - January 2008 - Becoming Strategic: Using Customer Contact Analytics to Empower the Contact Center's Role (Page 40) ICMI's Customer Management Insight - January 2008 - Becoming Strategic: Using Customer Contact Analytics to Empower the Contact Center's Role (Page 41) ICMI's Customer Management Insight - January 2008 - Becoming Strategic: Using Customer Contact Analytics to Empower the Contact Center's Role (Page 42) ICMI's Customer Management Insight - January 2008 - Becoming Strategic: Using Customer Contact Analytics to Empower the Contact Center's Role (Page 43) ICMI's Customer Management Insight - January 2008 - Becoming Strategic: Using Customer Contact Analytics to Empower the Contact Center's Role (Page 44) ICMI's Customer Management Insight - January 2008 - Becoming Strategic: Using Customer Contact Analytics to Empower the Contact Center's Role (Page 45) ICMI's Customer Management Insight - January 2008 - Becoming Strategic: Using Customer Contact Analytics to Empower the Contact Center's Role (Page 46)
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