Call Center Optimization Best Practices of 2009
Published: Wednesday, November 18, 2009
CHICAGO – NOV. 9, 2009 – FurstPerson, a Chicago-based company that provides pre-employment hiring solutions to the contact center industry, today announced that President and Chief Executive Officer (CEO) Jeff Furst will offer his top 10 best practices on the Webinar panel discussion, “Top 50 Call Center Optimization Best Practices of 2009.” The free 60-minute Webinar will be moderated by the Call Center Networking Group (CCNG) and held on Wed., Nov. 11 at 1:00 P.M. ET/10:00 A.M. PT.
The discussion will outline how customer satisfaction is impacted and operational costs reduced by streamlining contact center operation. Those interested in workforce management; agent hiring, training and retention; and, improving the quality of customer service will find this seminar invaluable. Specifically, attendees will learn:
- Secrets of the top call centers and how to successfully apply them;
- Proven best practices for quality monitoring, workforce management, reporting and analysis, customer surveying, pre-hire assessment, training, and desktop integration and automation;
- Breakthrough strategies and techniques you can use to exceed customer expectations, raise performance standards and achieve your career goals;
- Powerful new ways to hire the best employees, set and measure the right performance objectives, accurately forecast workload and schedules, improve quality of service, effectively survey customers to boost satisfaction, and win the support of top executives; and,
- New call center optimization solutions that are affordable to organizations of all sizes.
“For any manager charged with optimizing performance of its contact center, this Webinar is a must for understanding how to leverage investments in people, process and technology,” said Furst. “FurstPerson takes the approach of providing a hiring support process for managers so they can better identify the best individuals for the job. In this session, I will provide insight around the people factor – a key ingredient to nailing customer service. Join the Webinar to learn about how your performance metrics link to your business outcomes, find out the ‘6 Steps to Better Hiring,’ and how to prove the financial value of using technology to improve hiring.”
About FurstPerson, Inc.
FurstPerson operates a Software-as-a-Service (SaaS) contact center hiring system called 1stHire that is used in over 600 locations across North America, Europe, and Asia. FurstPerson’s contact center solution includes contact center simulations, problem solving tests, personality tests, and analytics that are all integrated into a hiring solution that enables contact center hiring managers to reduce contact center turnover and hire individuals that perform better on the job. For more information, visit http://www.furstperson.com.
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FurstPerson Contact:
Renee Maler
Philosophy PR + Marketing
925.968.9495
