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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.
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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.
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Recruiting Speed and Quality of Hire – can you have both?
- Presented by FurstPerson
Are you able to hire the right candidates for your contact center quickly? If not, you might be hiring your third and fourth choice candidates instead of your first choice. Learn more about integrating speed of hire with quality of hire by downloading FurstPerson’s whitepaper that discusses this topic.
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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.
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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.
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