CHICAGO, IL--(Marketwired - Apr 11, 2014) -
WHO:
Brent Holland, vice president of Customer Solutions, and Tim McDaris, director of Client Services, at FurstPerson, offering cloud-based talent solutions designed to help companies hire and develop high-performing frontline service, support, and sales employees
WHAT:
Will share their recruiting and hiring expertise in three sessions at the J.D. Power and Associates 2014 Contact Center Solutions Roundtable of Champions.
WHEN:
The event will be held from Monday, April 14 through Wednesday, April 16, 2014.
Holland will lead a session titled, "Quality of Hire Report Card" on Tuesday, April 16 at 1:05 p.m.
Holland will also participate in an expert panel discussion on Tuesday, April 16 at 1:40 p.m.
McDaris will lead a breakout session on Tuesday April 16 at 3:10 p.m., titled "Best Practices in Recruiting and Hiring."
WHERE:
Grand Hyatt DFW
2337 S. International Parkway
Grapevine, Texas
DETAILS:
Contact centers often struggle to attract, engage and retain the top-performing employees who can ensure a superior customer experience. However, equipped with the right tools, technology and best practices, employers in the contact center industry can implement the solutions and processes that elevate performance, ensure competitive advantage and enhance their customers' overall experience. During the J.D. Power and Associates 2014 Contact Center Solutions Roundtable of Champions, FurstPerson's executives will share their contact center hiring expertise in the following sessions:
"Quality of Hire Report Card"
At a time when more than 95 percent of companies don't have insight into the results their hiring processes deliver, companies can benefit from leveraging a combination of technology and statistical modeling to demystify the process. In this session, Brent Holland, vice president of Customer Solutions for FurstPerson, will explore how the use of a comprehensive quality of hire report card can enable the company to create more transparency between the hiring process and business results.
"Certified Panelists Strategic Issue Panel Discussion"
Holland will also lend his strategic insight on the technologies and best practices that can lead to contact center improvement in an expert panel discussion. During this session, Holland will be joined by other operational and strategic leaders in the contact center space to discuss how contact center leaders can enhance their customer experience across channels and act as the catalyst for brand loyalty, advocacy and higher profits.
"Best Practices in Recruiting and Hiring"
To ensure the contact center provides the utmost level of customer service, it must be able to recruit and hire the professionals with the qualities most indicative of success. In this session, Tim McDaris, director of Client Services at FurstPerson, will explain how including assessment testing in the hiring process can help contact centers hire the right individuals, resulting in improved retention, greater performance and better hiring efficiency.
In addition to these sessions, FurstPerson will serve as a silver sponsor event. Additional information can be accessed at: http://www.jdpower.com/events/2014-roundtable-of-champions.
About FurstPerson
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.