The remote agent model continues to capture the attention of contact center operational leaders. The strong interest in remote agent models can be explained with two examples. First, operational leaders have shared that remote agent models have delivered 35% (or…
Recently FurstPerson participated in the 2011 Customer Contact West Executive MindXChange hosted by Frost & Sullivan in San Diego, CA. We led an interactive session, Separating Myth from Fact: Hiring for Peak Performance and Customer Satisfaction, which was the top…
Recently FurstPerson participated in the 2011 Customer Contact West Executive MindXChange hosted by Frost & Sullivan in San Diego, CA. We led an interactive session, Separating Myth from Fact: Hiring for Peak Performance and Customer Satisfaction, which was the top…
Last week we presented at the Contact Center Optimization Forum in Las Vegas. During the Townhall session, where attendees share questions with each other, one of the participants noted that her early stage contact center attrition had increased by ten…
Recently FurstPerson participated in the 2011 Customer Contact West MindXChange hosted by Frost & Sullivan in San Diego, CA. We led an interactive session, Separating Myth from Fact: Hiring for Peak Performance and Customer Satisfaction, which was the top rated…
Seasonal employees are a vital component of many retail businesses that struggle to meet temporary upticks in operational demand, if the normal staff is ill-equipped to handle the increased workload. Seasonal or temporary hiring, as such, should be approached with…
One of the most intriguing elements of pre-hire assessments is their ability to filter candidates for a specific quality. In the retail industry, this can be especially helpful for companies seeking long-term employees for frontline, customer-facing positions. Having a standardized…
Companies in the retail industry often operate in crowded markets. The competition for highly qualified candidates can be daunting. Yet the inherent challenges of the hiring process can also be compounded in-house, with many companies struggling to identify the best…
Recently at the International Customer Service Association (ICSA) conference, Barbara Morrison, a Human Resources Director for Suddenlink Communications, and Jeff Furst, President and CEO of FurstPerson, presented a case study titled Separating Myth from Fact: Hiring for Peak Performance and…
Regardless of the industry, there will always be significant demand for qualified candidates. Retail companies especially rely on established reputations based on exceptional customer service and support – and their employees need to be reflective of their high standards. A…