CCD in Action: North Shore Career Center of Salem, MA

By Paul Ventresca, Career Center Manager

In the fall of 2015, creating our Demand-Driven Candidate Referral Model in which our business team utilizes today. This three step process includes responding to a business within 24 hours, creating the relationship and posting a job, and the outcome which is better candidate referrals, timely referrals and referrals that translate into hires.

We began ongoing customer centered design projects that focused on “enhancing the customer experience” at the career center. This CCD’s resulted in revising our front entrance for customer, touch screen registration into the center. 

Our main intent is the need to focus on our career center customers, business customers and local partners. We needed to better understand not only customer needs and attitudes, but to gain insight into experience of the ultimate end-user, becoming a trusted resource for all of our customers. Rapidly changing technology has empowered customers bringing today’s society online.


We have implemented an enhanced and improved customer service experience whereby customers are welcomed by a greeter that guides and directs them to our resource area or to a particular appointment within the center with a career center staff or a partner staff. Initiated a touch screen customer registration that is providing customers a quicker and smoother entrance and access to services. Installed and implementing a “customer service queue system” for staff desktops which is compatible with our touch screen system notifying staff that customers have arrived for general career center services or appointments. This is reducing wait times for customers and allowing staff to streamline their daily scheduling and appointments.   

To learn more about how North Shore Career Center is implementing customer centered design, please contact Paul Ventresca at