With companies focusing more on customer retention rather than relentless acquisition agents must be expert in hard skills such as sales and support, soft ones, like empathy, and multiple languages where needed, in written as well as voice, to keep and grow customers. To effectively manage these employees contact centers need to bring aboard supervisors who can enable strong results in productivity and in agent loyalty and retention. The key to hiring the right people is knowing beforehand what you expect from them. When contact centers are ready to hire they need to pick the best avenues. That means a careful analysis of the ones available. Social media is emerging as a new recruiting tool, an extension of informal word of mouth. Yet it has not been proven to effectively deliver the numbers of new hires that many contact centers need. Meaningful change in recruitment, has often taken a backseat to the magic wand of technology solutions.