CHICAGO, IL--(Marketwired - May 5, 2014) -
Brent Holland, Ph.D., vice president of Research and Consulting for FurstPerson, offering cloud-based talent solutions designed to help companies hire and develop high-performing frontline service, support, and sales employees
Will present a session titled "Improve Your Hiring Accuracy with Multimedia Contact Center Simulations" during the ICMI Contact Center Expo & Conference.
The event will be held from Tuesday, May 6 through Friday, May 9, 2014.
Dr. Holland is scheduled to present on Wednesday, May 7, 2014 from 2:30 p.m. - 3:45 p.m. PDT.
San Diego Convention Center
111 W Harbor Drive
San Diego, Calif.
Additional event information can be accessed at: http://www.icmi.com/ccexpo.
Advances in self-service and the rise in self-escalation have transformed the contact center experience. As a result, contact centers often struggle to identify and hire representatives who can deliver exceptional results. However, with the right solutions and strategies, contact center organizations can connect with qualified candidates, create significant competitive advantage and elevate the customer experience.
During the ICMI Contact Center Expo & Conference, Brent Holland, Ph.D., vice president of Research and Consulting for FurstPerson, will discuss research that suggests multimedia contact center simulations are one of the best predictors of representative success. Dr. Holland will share case study details and data as well as explore how these simulations can be used to improve hiring accuracy. Attendees will learn best practices for selecting and implementing the right simulation for their organization's needs.
Conference attendees interested in learning how multimedia contact center simulations can increase the accuracy of hiring efforts at their organization are encouraged to attend this informative session. Additional event information can be accessed at: http://www.icmi.com/ccexpo.
FurstPerson, the market leader in data-driven talent solutions for frontline service, support, and sales jobs, is transforming how companies measure, hire, and develop frontline talent. FurstPerson designs custom hiring and development solutions that measure each person holistically by drawing on a suite of award-winning assessments, realistic job auditions, and behavioral interviews. A pioneer in workforce analytics, FurstPerson creates transparency through online analytics' dashboards that allow every customer to understand how well their solution is performing each day. The cumulative impact of FurstPerson's people, processes, and products is reflected in FurstPerson's customers' year-over-year improvements in service levels, support resolution, and sales growth.