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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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Best Use of a Call Center? Published: March 21, 2007 The latest issue of Forbes discusses an elaborate drug dealing ring in the New York City area. You can access the story here but may need to register (which is free). The story, Inside Dope, tells a fascinating use of distributed technology to manage this high tech drug dealing operation. Called the Cartoon Network, this technology driven business used a distributed workforce with highly trained workers, sophisticated databases, and remote call technology to run the business. The call center was relocated weekly, sometimes daily, to avoid detection by the police. While we’re not advocating the use of the end product here, it is interesting how the leading users of technology are sometimes outside main street business.

Replacing the Agent? Published: March 21, 2007 In the March 10th issue of The Economist, an article in the Technology Quarterly section discussed the sue of “chatbot” technology to automate the handling of customer calls.

Notes from Call Center Summit 2008 Published: February 27, 2007 These sessions were the well attended and created the most discussion at the show. Traditional brick and mortar firms are considering hybrid models. Hiring home agents offers unique challenges.

Call Center Demo in Miami Published: February 22, 2007 We’re attending the Call Center Demo show in Miami from February 21st - February 23rd. This show incorporates content from ICMI’s consulting unit. We’ll report back from the floor later.

Mirror, Mirror ... What is the best recruiting source of all? Published: February 15, 2007 My two year old daughter loves Snow White. With the challenges facing hiring managers today, a magic mirror that answers our questions would be helpful. But, as the wicked Queen discovers, we may not always like the answers.

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