Best Hiring, Onboarding Practices for the Customer Experience Space

Shawn Siegel

In this interview, Lynn O’Nell, AVP Customer Experience at New York Life, discusses recruiting and retaining employees for customer experience positions. An industry veteran, Lynn has spent the last 13 years at New York Life. Human Resources IQ: What are some of the ways that New York Life uses scorecards to grade and analyze potential candidates? Lynn O’Neill: We use a Pre-Hire Assessment Tool. We worked with our vendor partner to establish successful characteristics of e...
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