Read about hiring employees who will help increase customer satisfaction and the dynamics of dysfunctional contact center culture.
Read about evaluating job applicants' contact center skills and achieving better retention in your contact centers. Also, check out FurstPerson's upcoming events to see if you're interested in meeting with us.
Read about conducting effective interviews and ensuring that you hire the right contact center agents.
Read about what qualities interviewers must possess to conduct effective interviews that determine whether an individual is a good fit for a position. Learn more about using structured interviews to find out whether candidates have the job-relevant knowledge and skills.
Talent selection can help you hire the right home agents and improve business outcomes
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
FurstPerson's SmartGuide is an innovative solution that improves the accuracy and validity of the interview process.
The in-person interview is a common step in the hiring process. For many organizations it is the only candidate evaluation conducted.
Learn about 6 staffing steps and 5 hiring capabilities that can help you improve the odds of making the right choice.
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?
Don't be fooled by myths and misinformation that can affect your company's talent strategy. Learn about the realities of the hiring process.
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.
Faye Victora, Vice President of SYKESHome, shares her experiences on home agent recruiting, compensation, and critical success factors in the most recent FurstPerson podcast.
Michele Rowan, founder of Customer Contact Strategies, speaks with FurstPerson CEO Jeff Furst about the benefits of the home agent model.
Hiring the right retail employee will directly impact customer satisfaction, sales revenue, and loss prevention.
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.
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?
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.
Recently FurstPerson conducted research based on job analysis work conducted with contact center organizations. We have consolidated the blog postings into a white paper.
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.
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.