At last month’s International Customer Service Association (ICSA) conference, Barbara Morrison, a Human Resources Director for Suddenlink Communications, and Jeff Furst, President and CEO of FurstPerson, presented a case study titled “Separating Myth from Fact: Hiring for Peak Performance and Service”.

Based on this discussion, FurstPerson has summarized three key strategies that enable contact center hiring managers to separate myth from fact when developing and operating contact center hiring processes.

These three strategies can be applied to any contact center organization to reduce risk in the hiring process and improve the probability of hiring the right agents who can best serve their customers. 

Click here to download a copy of the white paper.