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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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Comments on the 2007 US Contact Center Operational Review from Contact Babel Published: August 08, 2007 Contact Babel, a leading research firm, recently released their 2007 US Contact Center Operational Review report. The report is a comprehensive look at the US call center industry. The free, 250 page report, is available at their website. The report is well done and is an important read for Contact Center Executives.

Down with the Typing Test! Published: July 31, 2007 Many call center hiring managers still rely on the typing test as a tool during the job candidate evaluation process. We've often wondered why? Explanations have included:

From Frost & Sullivan Contact Center East - Home Agent Hiring Published: July 30, 2007 FurstPerson joined a panel disussing contact center industry trends at Frost and Sullivan’s Call Center East in April. We wanted to share some thoughts we discussed during the panel.

From Frost & Sullivan Contact Center East - Trends in hiring contact center agents Published: July 30, 2007 FurstPerson joined a panel disussing contact center industry trends at Frost and Sullivan’s Call Center East in April. We wanted to share some thoughts we discussed during the panel.

Buying a test versus buying a solution Published: July 17, 2007 Dr. Wendell Williams has an interesting article over at ERE on buying tests versus buying solutions. You can find the article here.

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