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Follow our employees, clients, and interested industry individuals as they provide insights into FurstPerson products and solutions as well as trends and issues in the contact and call industry.

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Who Should You Hire? Key Contact Center Agent Competencies Part 2: Accountability and Openness to Feedback Published: July 27, 2010 In part 2 of our series, we look again at one job family, Customer Care, and see how some key competencies for successful customer care agents differ between those who are successful in a brick and mortar environment and those who do well in an at-home environment.

Who Should You Hire? Key Contact Center Agent Competencies: Findings from FurstPerson’s Job Analysis Research Published: July 19, 2010 Beyond the job description, which lists the specific tasks, functions and responsibilities for a position, competencies are the skills, abilities, or other behavioral characteristics needed to successfully perform the tasks, functions and responsibilities of a position. Data recently gathered by FurstPerson consistently found that compliance is the competency most often rated as #1 in importance for successful customer care performance.

CSAT, Net Promoter, and Home Agent Models Published: June 25, 2010 The home agent model continues to gain more traction and buzz within the contact center industry. Contact center executives are seeing 30% lower cost to operate the home agent model than a traditional brick and mortar model. Some analysts estimate that the home agent market will continue to grow by 40% annually. What happens when you send high performing agents home?

For Contact Centers to Grow, Hiring Practices Need to Improve Published: June 21, 2010 A recent survey of contact center respondents concludes that there are signs of “strong confidence in the industry”. Now it is more important than ever for contact center leaders to employ methods that will cut costs, improve productivity and lead to better, more profitable service.

How Vonage is Increasing Customer Satisfaction by Hiring Better Published: May 18, 2010 Mike Trotter, VP Customer Experience at Vonage, and Jeff Furst, President and CEO at FurstPerson discuss the methodologies used in effective pre-hire assessments and how Vonage has leveraged these technologies to improve the hiring process and link it back to Vonage’s drive to improve the customer experience.

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