Guest: Trent Fulcher, Program Director, Cincom Customer Experience Solutions Today Trent Fulcher spoke at Vanguard’s contact centre conference in Rome. In this episode we talk to Trent about a few of the topics he covered at the conference.

Guest: David Filwood, Founder & Principal Consultant with TeleSoft Systems While almost everyone can use a telephone, not everyone is cut out to work successfully in a Call Center Environment. Research demonstrates that 65% to 75% of the costs associated with operating a Customer Contact Center are labor costs, and hiring the wrong Call Center Agent is a significant drain on the Operating Budget, on Customer Satisfaction Levels, on Sales Results, and on overall Call Center Team Morale. Finding ways to hire better quality Call Center Agents is consistently placed as a priority as far as the needs and interests of Contact Center Directors are concerned. David Filwood is the Founder & Principal Consultant with TeleSoft Systems www.telesoftsystems.ca, a Call Center Improvement Consultancy based in Vancouver, BC that helps Contact Centers Find, Hire, Train & Keep Better Employees. TeleSoft Systems is also the Publisher of SPAS – Service Personnel Appraisal Software – a Suite of Call Center Agent Pre-Employment Screening Tools. In this podcast, I talk to David about Best Practices in Recruiting & Hiring Call Center Agents: - Trends in Maximizing your Pool of Job Candidates - Telephone/Web-based Candidate Screening - Skills Testing - Personality/Job-Fit Assessments A PowerPoint copy of David’s Presentation can be requested at www.telesoftsystems.ca/64201.html. For more information: TeleSoft Systems phone: 604.986.4116 email: info@telesoftsystems.ca web: www.telesoftsystems.ca

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