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Recruiting and Hiring

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Recruiting and Hiring

  • CSAT, Net Promoter, and Home Agent Models
    - Presented by FurstPerson
     Recently, a case study was published that provided performance data for a firm that took top call center agents from their traditional, brick and mortar location and sent them to work from home. Home agent models are all the buzz but what happens when you just send top performing agents home? In this research brief, we will review two common home agent models and discuss the case study and its implications to home agent models.  Read More...
  • Find Hire and Keep the Right Employees
    - Presented by FurstPerson
     FurstPerson® recently completed the second annual Contact Center Recruiting and Compensation survey.  You’re invited to download Five Things You Should Know from the 2009 Survey whitepaper.  In this whitepaper, FurstPerson provides updates on · The most productive recruiting sources.  Read More...
  • Generational Hiring for the Optimal Customer Experience
    - Presented by FurstPerson
     Contact centers today are highly focused on driving the optimal customer experience.  An often repeated question concerns whether certain generational groups, such as baby boomers, “gen x” or “gen y”, deliver a higher quality customer experience.  Brent Holland, Vice President, Research and Consulting at FurstPerson, conducts industry-leading research on contact center hiring practices and has recently explored generational differences and their impact on call center attrition and performance.

    Based on data from more than 156,000 call center applicants, this article defines generational groups, examines age-based candidate profiles in terms of tenure, turnover and job performance, and looks at recruiting and sourcing different generational groups.  Research results suggest that many commonly-held beliefs about age groups and job performance in the call center space are based more on myth than reality.      Read More...
  • New data on the candidate hiring process - understand 3 candidate stages
    - Presented by FurstPerson
     More and more call centers are using online hiring solutions to evaluate job candidates. But how long should call center hiring managers ask candidates to participate in the qualification process? FurstPerson recently examined online candidate data to determine if a shorter process reduces candidate fall out. In the process, three candidate stages are discussed. For organizations looking at home agent hiring or online hiring, this data will provide insight into your hiring funnel.  Read More...
  • Separating Myth from Fact - Hiring for Peak Performance and Service
    - Presented by FurstPerson
     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.  Read More...
  • Who Should You Hire?
    - Presented by FurstPerson
     Smart hiring managers, in contact centers and elsewhere, know that to find the right employees for their organization, it's important to look beyond an applicant's basic technical skills. They also need to evaluate and measure candidates' behavioral competencies.
    Based on recent extensive job analysis research in the contact center industry, FurstPerson has found that there are common competencies which are often important across all job families, and some which are more specific to a job family or type.      Read More...
  • Hiring Remote Agents and the Science of Assessment
    - Presented by PreVisor
     What traits make a remote agent successful? What are assessments and how do they deliver such startling bottom line impact when used in selecting remote agents? How do you implement an assessment program in your organization? Download the white paper, Hiring Remote Agents and the Science of Assessment.  Read More...