If you are charged with finding, hiring and keeping the right agents, replay this event featuring Coca-Cola Enterprises to understand the process and the payoff of hiring right in the call center. Nita Pennardt and Nicole Thomas with Coca-Cola Enterprises shared how they were able to achieve payoffs such as:

• Turnover reduction of 50%
• Dramatic improvements in time to proficiency
• Interview-to-offer ratio improvement of 44%
• Overall quality improvement of 14%