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Squared Thinking

John Capes

Recent Posts

How to Hire the Top Talent

Posted by John Capes on May 10, 2017

Hiring top talent in a call center has to be more than just an action plan to be executed. It must be a philosophy that is embedded into a business’s DNA. It has to be shared by the entire company from the CEO down to the new hire that started a month ago. Cast a wide net to combine the most diversity of experience. That is always the best approach to assembling a team. Never forget that your hiring goals must be tempered by never compromising the level of expectations just for the sake of building a team. It should always be a companies #1 best practice. Remember: Always focus on quality hires even when you need quantity.

Want to know why keeping employees is so critical? Find out here:  Contact Center Success Means Having Happy Contact Center Employees 


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What are Live Transfers and How Do They Work?

Posted by John Capes on Mar 08, 2017


In call center terms, a live transfer is what it sounds like. It's the process of transferring a customer from a call center agent to another specialized agent. 


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Contact Center Success means having Happy Contact Center Employees

Posted by John Capes on Dec 28, 2016

There are a plethora of articles that can be found on the internet written about building successful contact centers. The question that needs more exploration is the one asked after the contact center is built. “How do you maintain that success and improve upon it?”  When you put your mind to it, it can prove to be a very challenging question. There are various answers and opinions will vary, but here is one possible answer worth considering.


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