FurstPerson¹s CEO Jeff Furst to Speak at Frost & Sullivan's Customer Contact 2009, West

Session to focus on linking business outcomes to agent performance

CHICAGO – OCT. 20, 2009 – FurstPerson, a Chicago-based company that
provides pre-employment hiring solutions to the contact center industry,
today announced that President and Chief Executive Officer (CEO) Jeff Furst
will be facilitating an industry discussion at the 5th Annual Customer
Contact 2009, West, a Frost & Sullivan Executive MindXchange, being held at
the Hyatt Regency Huntington Beach, Resort & Spa on Oct. 18-21, 2009 in
Huntington Beach, Calif.
The Interactive Breakout session, “Are My Agents Part of the Strategic Value
Chain? Linking Business Outcomes to Agent Performance,” is being held Tues.,
Oct. 20, 2009, from 3:30 – 5:00 p.m. as part of the "It’s All About the
Agents” track, session RT2. Participants will hear from their peers on how
their organizations link the front line agent’s job performance to critical
business outcomes such as revenue growth or cost avoidance. Specifically,
the session will:

• Identify key business outcomes that contact centers are responsible for
driving (e.g. revenue, cost, etc.);
• Highlight key performance metrics that help contact centers measure if
they are driving those business outcomes;
• Discuss how the hiring process should be outcomes and metrics; and,
• Review examples of agent performance and business outcomes including
customer satisfaction drivers and different types of scorecards.

The session will also review recent Frost survey highlights including how
to:

• Determine how much feedback to share with agents;
• Engage agents in revenue initiatives;
• Measure performance of agents participating in call transfer programs;
• Incent agents to deliver on revenue-generating programs;
• Create service uniformity in the remote-based agent environment; and,
• Benchmark agent leads to long-range business opportunities (bookings).

“Customer satisfaction starts with the agents, and employing best practices
for hiring and retaining them is often the missing link to achieving a
winning contact center operation,” said Furst. “Our mission at FurstPerson
is to provide a hiring support process for managers so they can better
identify the best individuals for the job. In hiring smarter, they’re able
to reduce agent turnover while experiencing better performance from their
talent pool – key components to successful customer service.”

About FurstPerson, Inc.
FurstPerson operates a Software-as-a-Service (SaaS) contact center hiring
system called 1stHire that is used in over 600 locations across North
America, Europe, and Asia. FurstPerson’s contact center solution includes
contact center simulations, problem solving tests, personality tests, and
analytics that are all integrated into a hiring solution that enables
contact center hiring managers to reduce contact center turnover and hire
individuals that perform better on the job. For more information, visit
http://www.furstperson.com.

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