FIRESIDE CHAT: Predict Performance Before Day One: Empowering WFM with Skills-Based Hiring Insights
Empowering WFM with Skills-Based Hiring Insights
Workforce leaders are tasked with meeting service goals while managing cost, attrition, and agent readiness—all in a high-turnover environment. What if the key to solving these challenges lies in improving how agents are hired?
In this session, discover how AI-powered soft skill assessments are giving WFM teams a new lens into agent quality. HiringBranch enables enterprises to measure contact center soft skills and language abilities simultaneously, identifying candidates who will succeed in customer-facing roles before they even start.
By integrating predictive hiring data into workforce strategies, leaders can align talent acquisition with performance forecasting — reducing ramp time, improving adherence, and increasing retention. Global brands are already using this approach to transform their agent pipelines and create more accurate staffing plans from the ground up.
Attendees to this session will learn how WFM teams inside global companies like Bell Canada and Infosys leverage soft skills AI assessments to:
● Forecast performance before hiring decisions are made
● Know what soft skills most directly impact KPIs like CSAT, AHT, and schedule adherence
● Reduce time-to-hire and agent attrition
● Shift business between sites and departments based on skills
