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.Chapters00:00 Introduction to CEX Talks and Kish Sharma's Journey06:45 The Importance of Recruitment in Contact Centers10:35 Transforming Recruitment from Cost Center to Strategic Function14:42 Generational Shifts in Candidate Expectations17:12 Leveraging AI in Recruitment Processes21:25 The Role of Candidate Experience in Employee Retention24:24 The Need for Adaptive Assessment Methods27:25 Overcoming Resistance to Technology in Recruitment30:03 Future Metrics for Recruitment Success#CEXTalks#FutureOfHiring #CX #EX #ContactCenter #BPO #Leadership #RecruitmentInnovation#BlingCloud #MustListen #CCWVegas #HiringReimagined #CustomerExperience#EmployeeExperience #AIinRecruitment

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