Today, searching for open roles is simple. A job-seeker can find a list on a company’s website, see posts on social media from individuals at a company who are looking to expand their team, or even use third-party websites to search for jobs based on role, location, and job requirements. In most cases, a job-seeker is able to apply by simply sending in their résumé through the job posting. In addition to self-found avenues, there are recruiting and staffing companies that businesses engage with to find candidates for their vacancies.
EmployBridge is an industrial staffing company focused on finding great jobs for great people. Each year, they match more than 400,000 employees in over 12,000 companies. To do so, they rely on teams in three contact center locations to expertly handle over 5 million interactions each year. EmployBridge maintains a healthy work culture based on five fundamental values and heavily invests in its own people so that they can continuously deliver a high-performing workforce that helps companies accelerate their productivity.
In the midst of growth, EmployBridge found a need to drive immediate improvements in efficiency and performance in order to maintain a high-quality customer experience. Frustrated with a lack of support from their previous provider, they needed to find a contact center solution that supported their current needs and aligned with their vision for the future. After researching and interviewing with eight different vendors, EmployBridge selected Talkdesk Enterprise Cloud Contact Center to simplify and rebuild their current contact center model.
Talkdesk’s technology, product roadmap and investment in R&D stood out to EmployBridge during their selection process. One of EmployBridge’s top priorities is increasing efficiency in every corner of their contact center with self-service gaining importance as one of their key differentiators. Talkdesk’s IVR features the ability to self-design and build intelligent workflows, enabling EmployBridge to make adjustments on the fly and serve more customers with less effort and faster than before. The use of AI further enhances their self-service capabilities as Talkdesk Agent Assist empowers their agents with real-time suggested actions and removes the burden of tedious data entry. The introduction of Talkdesk’s new AI-driven integration to their workforce allows their agents to stay focused on the customer, not the technology.
Dale Sturgill, VP of Call Center Operations, EmployBridge
Sign up for CX and call center insights delivered weekly to your inbox.