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White Papers
Separating Myth vs. Fact - Contact Center Hiring
Separating Myth from Fact - Hiring for Peak Performance and Service
New data on the candidate hiring process - understand 3 candidate stages
Who Should You Hire?
CSAT, Net Promoter, and Home Agent Models
Driving Performance Improvement -Transforming Staffing to Reduce Turnover and Improve Hiring
Call Center Survey Snapshot- What Recruiting Methods Work Best?
Eight Steps to Great Contact Center Hiring
Recruiting Speed and Quality of Hire – can you have both?
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Employee Assessment
Pre-Employment testing measures your candidate’s knowledge, skills or other characteristics. The assessment testing can also measure certain call center job related skills or aptitudes such as reasoning ability, knowledge of business terms, memory recall, vocabulary, numerical perception or mechanical interest. The employee testing is also used by some firms to screen candidate's job-related behaviors for suitability to job requirements.
FurstPerson
FurstPerson helps contact center managers hire qualified job candidates through our industry leading pre-employment testing that measure a candidate’s work habits, work attitudes, and work ability to perform contact center jobs. Our tests include realistic service center job simulations, biodata tests, and job fit/personality tests. Learn more at www.furstperson.com.
Knowlagent

Knowlagent provides the only software that increases agent utilization by delivering shrinkage activities during idle time. Knowlagent creates active wait time through dynamically delivered sessions for common shrinkage activities between customer interactions. Over 200,000 agents and managers around the world use Knowlagent’s solutions every day. For more information, contact 888-566-9457 or visit us online at www.knowlagent.com.

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