FurstWord Newsletter
05.07.2013
A Focus on Work-at-Home Agents
Talent selection can help you hire the right home agents and improve business outcomes
04.09.2013
Get Smarter About Hiring
The application of analytics to people management is a growing business trend, and interview tools like SmartGuide are helping recruiters use analytics to improve interview outcomes
03.12.2013
New Efficiencies and Scalability in Interview Process with SmartGuide
FurstPerson's SmartGuide is an innovative solution that improves the accuracy and validity of the interview process.
1.31.2013
Learn How to Improve the Quality of Your Hire
The in-person interview is a common step in the hiring process. For many organizations it is the only candidate evaluation conducted.
12.19.2012
Making the Right Hire
Learn about 6 staffing steps and 5 hiring capabilities that can help you improve the odds of making the right choice.
8.30.2012
Learn How to Hire for Service and Sales Agents
Many customer contact organizations are adding sales offers to service interactions. From a hiring standpoint, this is a very different job profile. You hired these employees to service your customers and now you are also asking them to sell. How can you make sure you have hired the right person?
12.05.2011
Myths Versus Fact in Contact Center Hiring
Don't be fooled by myths and misinformation that can affect your company's talent strategy. Learn about the realities of the hiring process.
10.15.2011
Three Strategies that Separate Myth From Fact in Contact Center Hiring
FurstPerson has summarized three key strategies that enable contact center hiring managers to separate myth from fact when developing and operating contact center hiring processes.
08.15.2011
The Win-Win-Win of the Home Agent Model
Faye Victora, Vice President of SYKESHome, shares her experiences on home agent recruiting, compensation, and critical success factors in the most recent FurstPerson podcast.
07.11.2011
Learn About Home Agent Models with Michele Rowan
Michele Rowan, founder of Customer Contact Strategies, speaks with FurstPerson CEO Jeff Furst about the benefits of the home agent model.
06.10.2011
Opportunity is Knocking: Why Retailers should be investing in talent now
Hiring the right retail employee will directly impact customer satisfaction, sales revenue, and loss prevention.
05.15.2011
Moving Hiring Online: Does Testing Length Affect Candidate Completion Rates?
The use of web-based pre-hire assessments to help identify quality job candidates has become more and more widespread in recent years. Does the time to complete online assessments cause candidates to drop out of the assessment process prematurely?
04.10.2011
What Are the Most Effective Tools for Hiring Contact Center Agents?
Without matching the right assessment/hiring tool to measure the critical competencies that drive job performance, call center hiring managers are at a significant disadvantage.
01.17.2011
Young vs. Old - Who Do You Hire?
Do Age Differences Among Agents Impact a Customer's Experience?
11.17.2010
Social Media and Generational Hiring
Brent Holland, VP Research and Consulting at FurstPerson, presents research which addresses several areas surrounding age groups and job performance, specifically in regards to call center attrition and performance.
10.11.2010
Social Media and Call Center Recruiting
In the world of recruiting, using social media as a recruiting source has become one of the hottest trends lately. Dr. John Sullivan, writing at ERE.Net, calls social media “the most powerful recruiting tool since the telephone.”
How viable is social media for volume hiring in the call center?
09.21.2010
FurstPerson Named Best Contact Center Solution Provider for Agent Life-Cycle HR Software
FurstPerson has been recognized as the “2010 U.S. Contact Centers’ Choice: Best Solution Provider for Agent Life-Cycle HR Software in the United States” among this market segment’s top competitors.
08.09.2010
Who Should You Hire? Job Analysis Research Findings
Recently FurstPerson conducted research based on job analysis work conducted with contact center organizations. We have consolidated the blog postings into a white paper.
07.19.2010
Who Should You Hire? Key Contact Center Competencies: Compliance
Based on recent extensive job analysis research in the contact center industry, FurstPerson has found that there are common competencies which are often important across all job families and industries.
06.07.2010
CSAT, Net Promoter and Home Agent Models
Recently, a case study by Customer Relationship Metrics (CRM), an applied Business Intelligence services firm, was published that provided performance data for a firm that took top agents and sent them home. In this research brief, we will review two common home agent models and discuss the case study and its implications to home agent models.
