TMCnet LOGIN
Webinars
Hosted Contact Center Featured Article
FurstPerson Emerges as the Best Solution Provider of Agent Life-cycle HR Software for Contact Centers
FurstPerson, a provider of pre-employment hiring solutions to the contact center industry, announced it has emerged "Best Solution Provider for Agent Life-Cycle HR Software in the United States" in the recently released industry analyst report: “2010 U.S. Contact Center Market: Trends in Contact Center Strategies, Operations, and Technologies.”
The report by Frost & Sullivan (News - Alert) is based on a survey of 311 customer care and contact center operations managers. The company said 63 percent of the participants rated FurstPerson as the top brand. 90 percent of the surveyed said they use FurstPerson as agent life-cycle software and they rated FurstPerson as the best brand in this category giving the company the top Frost Brand Performance Index score.
The service from FurstPerson was described as the software which is used to manage the agent life-cycle from pre-hire assessment, through hiring, training and retention.
Keith Dawson (News - Alert), principal analyst for Frost & Sullivan's Information & Communication Technologies practice, said, “FurstPerson's efforts to educate the contact center market on the need for more effective hiring practices are bearing fruit.”
Dawson said, “FurstPerson has been the vanguard by creating automated systems to pre-screen potential contact center agents. This is one of the most important elements in reducing costly turnover, and improving the customer experience.”
According to company officials, Frost & Sullivan's awards recognize the exceptionally talented teams that have focused on exceeding the market expectations around product and service innovation and customer satisfaction.
FurstPerson was selected in the research from Frost & Sullivan's demand side market surveys based on the market performance and customer satisfaction ratings.
According to Jeff Furst, president and CEO, FurstPerson, the award is the result of the focus on client satisfaction, sense of urgency, product leadership, and the business results that they have achieved by working hard for each of their clients.
Furst said, “It is even more meaningful because it is based on end-user feedback – actual users of HR Software in the contact center.”
FurstPerson has long been active in assisting contact centers recruiting the right agents to work from home. A recent TMCnet blog describes a list of the seven best hiring practices suggested by FurstPerson.
Rajani Baburajan is a contributing editor for TMCnet. To read more of Rajani's articles, please visit her columnist page.
Edited by Juliana Kenny
