The Hidden Cost of Bad Hires

  • June 20, 2012
  • 7:45 AM - 9:00 AM
  • FortisBC Conference Centre, 1111 W. Georgia St


  • price includes HST
  • price includes HST

Advance registration and payment is required. Cancellation: 72-hour notice

Registration & Continental Breakfast begins at 7:15am
Registration is closed

Hiring agents and supervisors into the contact centre seems so simple yet many contact centres are plagued with high turnover and poor new hire performance.  In this discussion, we will break down some of the common problems to making the wrong hire and introduce a performance driven hiring framework that ultimately leads to improved new hire retention, job performance, and financial profit.  Better yet, the framework is designed to continuously improve with time. 

In this discussion we will:
  • Discuss how setting up the hiring foundation is critical to success
  • Explore the link between the hiring process and job performance
  • Learn how to evaluate job candidates beyond just the interview
  • Review case examples to gain a real world perspective on the type of results you can expect

Jeff Furst
President and CEO

Jeff Furst is the founder, president, and CEO of Chicago-based FurstPerson, Inc., a provider of job candidate assessment tests, web-based hiring systems and recruitment process outsourcing services for the contact center industry. Using his academic credentials as well as practical knowledge of the staffing industry, Jeff has envisioned, guided and grown FurstPerson to its unique position of offering clients the benefit of its prime focus on helping contact centers find, hire, and keep better employees.

Jeff has extensive experience with analyzing client needs and designing customized, integrated hiring solutions that sharpen recruitment strategies and tactics, streamline screening and selection, and improve agent retention. Jeff's goal is that hiring, training, staffing, and development all be linked through an integrated model that serves to build a profit-driven employment process. This vision is actualized in the web-based job candidate assessment solutions designed for the call center industry that FurstPerson has to offer.

Jeff has written numerous articles and been featured in several publications, including The Wall Street Journal, Call Center Magazine, Call Center Management Review, Business Week online, Chicago Tribune, and the Chicago Sun-Times. In addition, Jeff often speaks on contact center hiring practices at events such as Frost & Sullivan's Contact Center West 2005, Contact Center East 2008, and Contact Center West 2008, Contact Center Strategy Forum, American Banker Association, ICMI Knowledge Exchange, American Teleservices Association, and Continental Airlines' Call Center Excellence conference, and the 2008 Istanbul Call Center Conference.

Prior to starting FurstPerson, Jeff had careers with JP Morgan Chase and AT&T, where he was involved in product marketing and strategy. Jeff holds a B.A. in Economics from Northwestern University and an M.B.A. from The University of Chicago Booth School of Business.

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