In thinking about the challenging job frontline agents have these days, I was reminded of an issue of The Edge of Service® Newsletter that I published a while ago: The Edge of Service® Newsletter, Issue 14: Hiring for Service: It’s Time for a Rethink. If hiring is on your list of challenges these days, you might enjoy reading about what some others have found successful.

Brad Cleveland with Jon Wolske (Cultural Evangelist, Zappos), backstage at a recent ICMI conference

The Edge of Service® Newsletter, Issue 14: Hiring for Service: It’s Time for a Rethink

Imagine dropping onto Earth from another planet. Your task is to explore our economy—jobs, what we produce, and how we hire and train people for those roles. You’re not familiar with precedent, history, or what’s transpired to this point. You simply look around and take note of what employees do, the skills required, the challenges they face, the value they create. Teachers, actors, pilots, managers, and others.

In your journey, you discover an intriguing profession: those tasked with serving customers through communication channels (not face-to-face). The services these professionals provide…read more.

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