FurstPerson's CEO Jeff Furst to Speak at 6th Annual Customer Contact 2010, East

USA - English

• USA - English

CHICAGO, April 19 /PRNewswire/ -- 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 speaking at the 6th Annual Customer Contact 2010, East: A Frost & Sullivan Executive MindXchange Conference. The event is being held at the Marco Island Marriott Beach Resort, Golf Club & Spa from April 18-21, 2010 in Marco Island, Fla.  Sponsored by industry analysts Frost & Sullivan, these forums are designed to bring contact center professionals together to learn and share smart strategies for delivering customer excellence in today's strengthening and increasingly competitive economy.

The interactive breakout session, "Hiring to Drive CSAT Performance: Competencies for Product and Service Complexities" is being held Mon., April 19, 2010 from 10:30 a.m. – 11:30 a.m.  In this participant-driven discussion, attendees will be able to openly address their core challenges and concerns.  Participants will learn more about the increasing emphasis on customer satisfaction (CSAT) as the key performance metric, with a focus on how to hire agents who have the ability to deliver on CSAT.  In this highly interactive gathering, attendees will learn best practices, including a case study example co-presented by Suddenlink, one of the 10 largest US cable broadband companies, on how to identify and hire for CSAT performance.  Specifically, the session will deliver these crucial takeaways:

• Competencies that drive successful CSAT performance;
• Framework to hire individuals for CSAT performance;
• Potential pitfalls to hiring for CSAT; and,
• Methods to evaluate job candidates for successful CSAT performance.

"There is no single shortcut to elevating the customer experience in an organization. However, there are proven strategies to nail at least one principal factor in it – the people," said Furst.  "Choosing the right agents who will help shape customer satisfaction is a science.  This session will concentrate on getting to the heart of this and the steps an organization can take to hire agents who bring an aptitude for engendering customer satisfaction."

To learn more about the conference and view the full seminar agenda go to:

http://www.frost.com/ccs  

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.

SOURCE FurstPerson, Inc.