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Contact centres: how to recruit and retain high performing agents

Five steps to help contact centres to identify, select and retain talented agents are available in a new insight guide from cut-e.

Called ‘Recruiting special agents’, the guide provides best practice advice to help contact centre recruiters to hire the right people, differentiate their employer brand, engage candidates and improve the efficiency of their selection process.

“Many people who apply for agent positions in contact centres are unsuited to the job,” said Andreas Lohff of cut-e. “This guide explains how to attract, recruit and retain ‘right fit’ agents and how you can save time and resources in recruitment.”

The guide outlines how technology can optimise the selection process and cut the time-to-hire. “Integrating systems such as your Applicant Tracking System and HR Information System can create efficiencies,” said Andreas Lohff. “It also enables you to mine and utilise employee data in ways that weren’t possible before. This opens the door to a wealth of new talent analytics that can further improve your recruitment, increase sales and help you to avoid the disruption of hiring the wrong people.”

cut-e in the media

Suzanne Courtney: How to attract and select great graduates

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HR review - 5th October 2018, UK

In the face of fierce competition to find the right talent, today’s graduate recruiters are striving to make their assessment and selection processes shorter, more focused and more engaging. Here are five essential tips to help you to stand out from the crowd:

The essential competencies for digital transformation

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HRHQ - 10th September 2018, Ireland

To survive in the digital future, organisations need a fluid structure, an agile culture and employees who are ‘digitally-ready’ to cope with rapidly changing circumstances. Digital readiness is not about being proficient with technology - it’s not about whether you can use Excel or mobile devices - and it is not related to age. Every employee now needs the ability to perform tasks, manage information, share knowledge and work with others in a digital context.

Financial services: How to resolve your top three HR challenges

Personnel Today

Personnel Today - 30th August 2018, UK

With Brexit looming and AI threatening to replace roles, assessment now has a broader role to play in resolving the key talent challenges in the financial services sector, says Andreas Lohff from Aon’s Assessment Solutions.

AI's role in passive sourcing

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Global Recruiter - 21st August 2018,

EXCLUSIVE CONTENT – Artificial Intelligence can transform passive sourcing but the ultimate goal is to achieve perfect optimisation says Richard Justenhoven, product development director at cut-e.

In any recruitment campaign, ‘active’ candidates seeking employment will apply for your positions. But other suitable candidates may be available, who are not currently looking for new role. Executive search agencies can identify and approach these ‘passive’ candidates, to interest them in working for you. Passive sourcing is standard practice but there are two challenges: How do you determine whether or not someone is suited to the role? And how do you know if they’ll want to leave their current employer? Artificial Intelligence (AI) offers a new way to answer both of these questions.

Are you ready for the digital future?

Lena Justenhoven, Senior Consultant at cut-e, an Aon Company, in HR Director

HR Director - 28th July 2018, UK

Yesterday's way of working is no longer an option in today's fast-paced, technology-fuelled business environment. In our volatile, uncertain, complex and ambiguous (VUCA) world, the demands on employees are changing. Is your organisation ready to cope with the digital future? New competencies are needed if your organisation is to survive and thrive in the digital age.

cut-e scienceBlog

AI: another step forward to making AI more transparent

AI in assessment

It was interesting to read IBM’s latest developments around AI for its Cloud service. IBM announced that it has extended its trust and transparency capabilities to help address the principles of explainability and fairness of a variety of machine learning frameworks. That is, to make it easier to be more transparent in the systems’ processing so […]

Please read more at cut-e Online Assessment Solutions.



Talent Analytics: 7 tips to better understand your employee data

talent analytics

Despite numerous conferences, papers and blogs on talent analytics, it remains a relatively new concept for many CHROs. In an article originally published in Personnel Today, I outlined seven key talent analytics tips that could help in the transformation of HR. You can read the full article here Talent analytics simply involves using employee data […]

Please read more at cut-e Online Assessment Solutions.


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LinkedIn is the ‘go-to’ professional network of many HR, Recruitment and Talent decision makers – and a great way to keep informed about work-related issues, ask peers for advice, post a job and take part in relevant discussion. 

But the world of work is transforming; attracting, assessing and developing the skills employees need is changing rapidly. Our LinkedIn Talent Forum is there to share relevant articles and news, and to prompt discussion and thought as we shape and adapt talent management

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