In this episode of @CEXTalks, host Abhinandan Jain (Abhi) interviews Kish Sharma, CEO and co-founder of Blink, discussing the critical challenges in customer and employee experience within the contact center industry. They explore Kish's entrepreneurial journey, the importance of recruitment as a strategic function, the role of AI in transforming hiring processes, and the future metrics for measuring recruitment success. Kish emphasizes the need for a shift in mindset towards treating candidates as customers and leveraging technology to enhance the recruitment experience.

Chapters

00:00 Introduction to CEX Talks and Kish Sharma's Journey

06:45 The Importance of Recruitment in Contact Centers

10:35 Transforming Recruitment from Cost Center to Strategic Function

14:42 Generational Shifts in Candidate Expectations

17:12 Leveraging AI in Recruitment Processes

21:25 The Role of Candidate Experience in Employee Retention

24:24 The Need for Adaptive Assessment Methods

27:25 Overcoming Resistance to Technology in Recruitment

30:03 Future Metrics for Recruitment Success

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