Hiring frontline staff—a talent-first strategy

  • May 13, 2014
  • 8:00 AM - 9:00 AM
  • FortisBC Conference Centre, 1111 W. Georgia St


  • plus GST
  • plus GST

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

Registration & Continental Breakfast begins at 7:30am
Registration is closed

Contact centres often spend far more resources trying to find ways to fill seats quickly than determining which people should fill those seats. The “fill-seats-first approach” is equivalent to trying to find a needle by adding more bales of hay to the stack. This session will challenge widely held myths and assumptions about hiring frontline representatives, and teach the audience how to design a talent-first hiring strategy targeting the behavioral, social, intellectual and emotional DNA proven to deliver unprecedented retention and performance.

Who needs to attend:
  • Individuals responsible or involved in hiring contact centre agents
  • Contact centre operational leaders that own the hiring process
  • Organizations struggling with 0 to 90 day attrition
  • Organizations struggling with early stage new hire performance

Jeff Furst
President and CEO

Jeff Furst is the founder, president, and CEO of FurstPerson, Inc., which is based in Chicago.   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 has implementations in over 20 countries.

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 new hire performance and retention. 

Jeff is a graduate of Northwestern University with a B.A. in Economics and The University of Chicago Booth School of Business with an M.B.A.  Before starting FurstPerson, Jeff worked for JP Morgan Chase and AT&T.

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