FurstPerson In The News
04.01.2013
Product Review: SmartGuide by FurstPerson
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.
03.26.2013
Getting Smarter About Who to Hire
Beth Schultz, Editor in Chief of All Analytics, discusses the growing trend of applying analytics to hiring.
03.25.2013
6 Steps Toward Hiring Productive Virtual Employees
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.
05.01.2012
Training Your Home Agents
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.
04.09.2012
Expert's Angle: Great Service… It's Not Rocket Science (It's Tougher!)
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.
08.02.2011
FurstPerson CEO Jeff Furst Discusses Home Agent Models with Michele Rowan
TMCnet Community Development Editor John Lahtinen discusses FurstPerson's latest podcast.
06.10.2011
Meeting the Challenges of Home Agent Hiring Candidate Support
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.
06.06.2011
Opportunity is Knocking: Why Retailers Should Be Investing in Talent Now
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.
06.01.2011
FurstPerson Announces Availability of Contact Center Simulation
TMCnet contributor Rahul Arora discusses the general release of FurstPerson's newest contact center simulation hiring tool, CC Audition Sales.
04.26.2011
Screening and Assessing Contact Center Agents for Productivity
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.
04.14.2011
Best Practices for Contact Center Hiring
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.
04.05.2011
Employment Outlook Bright for U.S. Contact Center Industry
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.
3.24.2011
Work at Home Options in Your Call Center Hiring Strategy
TMCnet Web Editor Chris DiMarco looks at how call center hiring strategies have shifted in recent years toward off site staffing.
02.17.2011
Age Predicts Stability but Not Quality in Call Center Hiring
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.
02.11.2011
Call Center Hiring Software Offers Demonstrable Results
Chris DiMarco, TMCnet Web Editor, discusses how pre-hire surveys, exams and utilities can be an important step to reducing the cost associated with hiring for call center positions.02.07.2011
FurstPerson Call Center Hiring Solution Optimizes the Hiring Process for Strong ROI
TMCnet Contributing Editor Susan J. Campbell discusses CC Audition Talk & Note and how it addresses the challenge of call center agent turnover.02.07.2011
NACC In Queue Newsletter
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.
01.27.2011
Call Center Hiring Expert FurstPerson Wins CIS Best in Show
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.
01.21.2011
FurstPerson Earns a Customer Interaction Solutions Magazine's 2010 Product of the Year Award
CC Audition Talk & Note and CC Audition Sales products have received Product of the Year Awards from Technology Marketing Corp's (TMC) Customer Interactive Solutions magazine, a publication covering CRM, call centers and teleservices.01.05.2011
Managing Generation Y
In the January 2011 issue of Contact 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.01.03.2011
6 New Reasons to Give LiveOps a Look
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.
4.22.2010
From CRMbuyer.com: Salesforce.com's Service Cloud 2: 'Democratic' Customer Service
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.
10.19.2010
Customer Management IQ:
Applying Social Media to Call Center Recruiting
FurstPerson's Tim McDaris explores the viability and popularity of using social media as a recruiting source in the call center space.10.05.2010
From ContactProfessional.com:
FurstPerson Announces Release of Interactive Hiring Simulation
CC Audition® Talk & Note helps contact centers meet hiring challenges by using speech to screen job applicants.10.05.2010
From Speech Technology Magazine:
FurstPerson Releases Interactive Hiring Simulation
CC Audition® Talk & Note helps contact centers meet hiring challenges by using speech to screen job applicants.9.20.2010
FurstPerson Named Frost & Sullivan’s U.S. Contact Centers' Choice: Best Solution Provider for Agent Life-Cycle HR Software
According to the industry analyst report 2010 U.S. Contact Center Market: Trends in Contact Center Strategies, Operations, and Technologies
9.19.2010
OVUM Thinks We're Cool
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.
04.21.2010
From TMCnet.com: FurstPerson on Home-Based Agents
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.
4.22.2010
When it Comes to Call Center Hiring, Personality Assessment Not Sufficient
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.
2.01.2010
FurstPerson Wins 2009 Product of the Year Award from Customer Interactive Solutions Magazine
Company recognized for delivering exceptional customer ROI on two solutions.
1.12.2009
FurstPerson Wins 2008 Product of the Year Award from Customer Interactive Solutions Magazine
Company recognized for CC Audtion web-based call center simulation.
