What makes a home agent different? Bottom line: successful home agents have a different competency profile than successful contact center agents.
Chicago, IL (PRWEB) February 20, 2013
FurstPerson, a provider of talent assessment solutions for the contact center industry, today announced it has been selected to present on the Technology Innovator panel at the 2013 Home Working Summit. Technology innovators are those whose teleworking solutions have disrupted the contact center space, helping businesses to cut costs, drive employee satisfaction and retention, and improve the customer experience.
Home working is one of the top three priorities for most Fortune 500 companies, with teleworkers expected to make up 43% of the workforce in the next three years. According to Forrester, more than 63 million Americans will telecommute by 2016.
At this week’s Summit, FurstPerson CEO Jeff Furst will discuss common hiring pitfalls, as well as best practices in home agent hiring. Furst will also co-facilitate the Hiring and Sourcing breakout session, helping attendees understand effective methods of assessing for the distinctive competencies of home workers.
FurstPerson has been helping companies evaluate job candidates for at home and virtual contact centers for more than a decade. Its web-based pre-employment assessment software evaluates measurable job and work-at-home competencies, integrating tools like simulations, problem solving assessments, personality inventories, interview guides and job analysis. In doing so, FurstPerson has helped some of the nation’s largest businesses realize up to a 45% improvement in new hire job performance.
About the 2013 Home Working Summit
The Home Working Summit gathers 200+ leaders from financial services, healthcare, consumer products, travel, utilities and professional services to discuss the leadership, business processes and technology involved in home working. The conference takes place in Dallas TX February 19-21, 2013. For more information, visit http://customercontactstrategies.biz/2013summit/.
FurstPerson marries innovative assessment content, leading software and expert, high touch consultants to help human resource and operations executives create flexible and customized talent assessment solutions. The company’s closed-loop analytics optimize the hiring process, ensuring that customers’ pre-hire processes remain in lockstep with their ongoing business needs. For 15 years, FurstPerson’s cloud-based software has been helping clients deliver superior customer service, sales and support for competitive and financial advantage. For more information, visit http://www.furstperson.com/.