Central stations can face a bevy of challenges to staffing their call centers with quality applicants who not only must display particular personality profiles, but a strong devotion to customer care as well. And that’s just for starters.

Ahead, we delve into the strategic approaches and real-world experiences of several monitoring center executives and managers, who shed light on identifying the best candidates, mastering onboarding processes, and fostering a culture that retains top-tier talent. Additionally, they discuss their views on the effectiveness of work-from-home policies in an industry necessarily built around centralized operations.