The path to more satisfied customers starts at the hiring process and ends with a more profitable and valuable organization.
A complete guide to 100 Recruiting Tools, created by Smarterer SkillSets.
SmartGuide is a new interview tool that generates interview questions based on candidate answers, creates multiple forms, and comes in live and automated versions.
The Annual Call Center Excellence Awards are given to the most innovative industry leaders in call center services and technology. FurstPerson is a finalist in the Best Technology Solutions Provider category. The results will be announced at the Annual Call Center Week in Las Vegas on June 12.
SmartGuide leverages data and analytics to improve interview outcomes by delivering customized interview questions to candidates based on their responses at previous parts of the interview cycle. This research-driven solution results in more accuracy and validity in reaching a better quality of hire.
Beth Schultz, Editor in Chief of All Analytics, discusses the growing trend of applying analytics to hiring.
Many companies use remote-worker programs to recruit and retain prized talent, but telecommuting's virtual appeal fades quickly when companies struggle to hire and keep productive virtual employees.
FurstPerson was featured in an article by Kay Phelps. The article discusses hiring new agents to work from home, and the big decisions that have to be made in the process.
FurstPerson was featured in an article by Ruth O’Brien in the ICMI website. Ruth’s article discusses the relationship between delivering great customer service and selecting the right people to provide that service.
TMCnet Community Development Editor John Lahtinen discusses FurstPerson's latest podcast.
Once the technology that enabled agents to work from home evolved to support home agents as a practical solution, forward-thinking contact centers quickly realized the benefits. TMCnet contributer Tracey E. Schelmetic looks at home agent hiring solutions that address the needs of this strategy.
Margaret Case Little, of the National Retail Federation's BIG Blog, interviews FurstPerson's Brent Holland about retail workforce development and how hiring the right employees for your retail operation affects the bottom line.
TMCnet contributor Rahul Arora discusses the general release of FurstPerson's newest contact center simulation hiring tool, CC Audition Sales.
Senior Contributing Editor at TMCnet.com, Brendan B. Read, interviews FurstPerson's Christina Van Landuyt, Director for Research and Development, to get insights on agent screening and assessment trends and issues.
Research featured in ContactBabel's 2011 US Contact Center Decision Maker's Guide provides some answers to the question of "What is the best way to hire contact center agents?" TMCnet Contributor Tracey Schelmetic looks at some of these best practices, and explores additional insights from FurstPerson.
Paul Stockford, NACC Research Director and Chief Analyst at Saddletree Research, recently reported a gain in contact center industry employment, and believes these gains are a preview of what we can expect in terms of job gains in 2011. He discusses these findings with Jeff Furst, President and CEO of FurstPerson.
TMCnet Web Editor Chris DiMarco looks at how call center hiring strategies have shifted in recent years toward off site staffing.
Call center hiring processes are based on a number of factors including education, previous experience and skill set. But it seems that just as important to the success of the candidate is their age.
In his article "Is Younger or Older Better When it comes to Contact Center Agents?", industry analyst Paul Stockford highlights recent FurstPerson research on the subject of generational hiring.
FurstPerson was featured in an article by Chris DiMarco. FurstPerson software offers innovative call center hiring software and was recently awarded with one of Customer Interaction Solutions best in show awards for 2010.
01.05.2011Contact Center Pipeline, Susan Hash looks at common misconceptions about the younger workforce. In a Q&A with FurstPerson's Brent Holland, they discuss recruiting and hiring Gen Y call center agents.
The cloud gives companies enough flexibility, scalability and simplicity to concentrate on business without having to worry about putting operations on hold for months to configure the contact center system, said Paul Lang, senior vice president of product management and marketing at LiveOps.
Social media channels that allow for a quicker response and mobile connectivity are becoming mainstream, and collaboration will be more important in meeting customer demands, said Salesforce.com product marketing VP Fergus Griffin. FurstPerson CEO Jeff Furst agrees.
According to the industry analyst report 2010 U.S. Contact Center Market: Trends in Contact Center Strategies, Operations, and Technologies
Ian Jacobs at OVUM wrote a report called “Three cool customer interaction technology companies in North America.” FurstPerson was featured as one of these cool companies.
Senior Contributing Editor Brendan B. Read points out that as the economy turns around, there will be more pressure on agent hiring and retention, and having home-based agents is a proven method to recruit the highest quality, most productive and loyal staff.
From David Sims, TMCnet Contributing Editor Research from FurstPerson’s 2009 Contact Center Recruiting and Compensation Survey, released in December, show that turnover alone costs organizations $4,284 per agent on average. And when you factor in the possibility of poor performance, that multiplies this cost by a factor of five to ten times, depending on your industry and call type, according to FurstPerson officials.
Company recognized for delivering exceptional customer ROI on two solutions.
Company recognized for CC Audtion web-based call center simulation.