Bridge the Contact Center Skills Divide
The hiring and talent considerations great service organizations should be focused on in 2023
The challenges facing customer service organizations are many. Operational issues relating to digital transformation and a transition to remote work have made it difficult for the contact center to execute to standards.

In the face of so much change, service leaders are asking themselves, what do I need differently from my contact center representatives in this new world?  Explore the emerging skills and behaviors that allow CSR’s to thrive…and the customer experience to soar! 
In this two-part webinar series, Andy Nelesen (SHL’s Volume Hiring and Contact Center Solution Owner) will first deliver a 30-minute webinar that pulls from SHL’s extensive talent analytics database to:
  • Explore the emerging skills of top customer service talent in 2023
  • Document how CSR candidate behavior has shifted in a post-Covid talent landscape

One week later, he will then deliver a 30-minute demo of two of SHL’s innovative new contact center hiring solutions:
  • An immersive and engaging contact center hiring simulation that quickly and fairly measures the skills of the ideal Service agent of the future
  • An AI powered “chat” simulation to help you hire agents that engage with your customers through online channels.

This program is valid for 1 SHRM professional development credits (PDCs).
Part 1: Bridge the Contact Center Skill Divide (Webinar)
March 15th | 11:00 AM - 11:30 AM ET
Part 2: Bridge the Contact Center Skills Divide (Demo)
March 23rd | 11:00 AM - 11:30 AM ET
Meet our Host
Andy Nelesen
Global Owner, Talent Acquisition Assessment Strategy
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