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Call Center Hiring Expert FurstPerson Wins CIS Best in Show


TMCnews Featured Article

January 27, 2011

Call Center Hiring Expert FurstPerson Wins CIS Best in Show

By Chris DiMarco, TMCnet Managing Editor

Call center hiring can prove much more of an issue than many outside the industry might realize. Matching personality, a willingness to learn and resilience to repetitive tasks does not always manifest itself in a single candidate, so often call center managers are forced to look for vetting methods to screen applicants before they offer an interview. FurstPerson software offers innovative call center hiring software and was recently awarded with one of Customer Interaction Solutions best in show awards for 2010.

The company won the award for its newly enhanced Audition CC interactive simulation software platform. The product now leverages speech applications to create a simulation that is even more like the contact center job and demonstrates the ability to predict key call control and customer satisfaction metrics.

The web-based simulation allows contact center managers to evaluate candidates in a way that is similar to the actual job than a standardized test. The assessment measures multi-tasking, computer ability, accuracy, and sales orientation which are more important to the call center environment than anything that could be communicated through written responses.

“Our culture and approach to business revolves around client focus, hiring science and technology and product innovation,” said FurstPerson President and CEO Jeff Furst in a press release. “The CC Audition product family is a great example of product innovation driven by client focus, expertise with simulation technology and delivery, and extensive research and empirical analysis all with the goal of driving value for our clients. We’re thrilled to again be honored by TMC’s (News - Alert) Customer Interactive Solutions magazine for the benefits we’ve been able to deliver to our customers.”

“FurstPerson was granted two 2010 Product of the Year Awards for its achievement in advancing contact center technologies. CC Audition Sales and CC Audition Talk & Note have demonstrated excellence as well as provided ROI for the companies that use it,” said Rich Tehrani (News - Alert), CEO, TMC. “Customer Interaction Solutions magazine has been honoring innovative companies for 13 years and FurstPerson has once again earned its place with this distinguished honor.”

The innovative solutions that FurstPerson offers means less time for call center managers addressing staff concerns and more time providing top notch customer service.

Want to learn more about the latest in communications & technology? Then be sure to attend ITEXPO East 2011, taking place Feb 2-4, 2011, in Miami. ITEXPO (News - Alert) offers an educational program to help corporate decision makers select the right IP-based voice, video, fax and unified communications solutions to improve their operations. It's also where service providers learn how to profitably roll out the services their subscribers are clamoring for – and where resellers can learn about new growth opportunities. To register, click here.

Make sure to follow us on twitter @ITEXPO for the newest news from the show!

Chris DiMarco is a Web Editor for TMCnet. He holds a master's degree in journalism from Quinnipiac University. Prior to joining TMC Chris worked with e-commerce provider Suresource as a contact center representative and development analyst. To read more of his articles, please visit his columnist page.

Edited by Chris DiMarco

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