Recently FurstPerson participated in the 2011 Customer Contact West
Executive MindXChange hosted by Frost & Sullivan in San Diego,
CA. We led an interactive session, Separating Myth from Fact:
Hiring for Peak Performance and Customer Satisfaction, which was
the top rated session at the 2011 Customer Contact West
event. We wanted to share some of the content from the
session with you via our blog series.
Last week, we presented data on candidate perception on the
assessment experience. You can...
continue reading this post »
Earlier this month, in an
eBroadcast coordinated with Frost &
Sullivan, Keith Dawson, Frost’s Principal Analyst for Information
and Communication Technologies, Mike Trotter, VP of Customer
Experience at Vonage, and Jeff Furst, President and CEO of
FurstPerson, discussed how leveraging the agent hiring process can
lead to improved customer experience results.
In part I today, we’ll highlight Keith Dawson’s comments and
analysis. In part II, we’ll provide highlights of the conversation
between Mike...
continue reading this post »
Recruiting
speed and hiring for quality are two of the biggest challenges
facing firms that employ contact center agents. By quality of hire, we mean the organizational
standard that defines satisfactory job performance. By recruiting speed, we mean how fast the hiring
process can move a candidate from point of contact to an accepted
job offer.
Though the
economic downturn has seen increased unemployment and created more
job candidates seeking work, these challenges still
remain. FurstPerson’s...
continue reading this post »
Powered by Compendium