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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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Can measuring job candidate multi-tasking ability drive business results? Published: June 24, 2007 Our job analysis work tells us that multi-tasking is important but what kind of business results can hiring individuals with better multi-tasking ability generate. Our experience has shown that adding the evaluation of a job candidate’s multi-tasking ability during the hiring process can help increase early stage retention and improve overall new hire job performance.

How can multi-tasking be measured? Published: June 13, 2007 Continuing our series on multi-tasking's importance to hiring front line representatives, we explore how multi-tasking can be measured in the hiring process.

Why is multi-tasking important to contact center hiring? Published: June 12, 2007 Increasingly, working as a contact center representative requires working on a number of tasks at the same time with greater frequency of task-switching. While each contact center organization controls the amount of task-switching to some degree (based on their call-routing strategies), multi-tasking ability has become more important over the last five to ten years.

What is Multi-Tasking? Published: April 25, 2007 When we interview an organization to understand their hiring challenges, the most commonly mentioned concern is how to measure multi-tasking competency during the staffing cycle. A short discussion to define multi-tasking usually follows. To detail and expand upon the basic definition of multi-tasking, we present a summary from a client job analysis and comments from two academic papers.

Yes We Can Automate Pre-Screening Published: April 24, 2007 About a month ago, John Sumser wrote on Electronic Recruiting News about effective screening for call center hiring. We’ve been reading John’s website since 1997 when we first started our company. At one point, he consulted with us on our business plan and model. We admire and respect his writings and appreciate his direct methods, even if they might be pointed at us.

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