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Contact Professional magazine sponsors BenchmarkPortal’s new RealityCheck

Contact Professional magazine recently announced that they have become a sponsor of RealityCheck, BenchmarkPortal's new online benchmarking tool. Contact Professional magazine recently announced that they have become a sponsor of RealityCheck, BenchmarkPortal's new online benchmarking tool. RealityCheck is a quick, easy and absolutely FREE way to compare a call center's efficiency and effectiveness against others in the industry. It's available on BenchmarkPortal's Web site at www.benchmarkportal.com. Call Centers get a report immediately after submitting their data. As the contact center has become a mission-critical part of a company's strategy of getting, growing, and keeping customers, benchmarking of contact center performance has grown in popularity and importance. According to Contact Professional Publisher, Fonda Johnson, "This relationship is good for our readers….we'll now participate with BenchmarkPortal in their Call Center Campus Conferences and co-sponsor the Best Performing Call Center Awards. Plus it gives us validated best practices for future articles." Dr. Jon Anton, founder of Purdue University's Center for Customer-Driven Quality, recognized the benefits of this new partnership by stating, "We are very excited about our new partnership with Contact Professional magazine. They are incredibly strong in the human-side of this Industry." BenchmarkPortal will provide Contact Professional readers with frequent updates about industry trends, best practice metrics, best of breed vendor products. About BenchmarkPortal, Inc. BenchmarkPortal is the custodian of the Purdue University Center for Customer-Driven Quality database of contact center metrics, the largest in the world. It provides reports, products and services for contact centers in the areas of operational metrics, customer satisfaction measurement and agent satisfaction measurement. For additional information contact: Susan Hampton Corporate Communications Manager 3130 Skyway Drive, Suite 702 Santa Maria, CA 93455-1817 (805) 614-0123 ext. 36 SusanHampton@BenchmarkPortal.com About Contact Professional Contact Professional magazine provides practical management tools, resources and best practices for leaders from the contact center industry. Written for directors, executives and senior managers, the editorial of Contact Professional focuses on practical, real world solutions for leaders' daily needs. Today's senior managers must understand how to expertly blend and manage the diverse needs of people - process and technology in order to improve and enhance customer satisfaction. These issues are consistently addressed through this unique publication, which reaches approximately 20,000 professionals in the contact center industry bi-monthly. It is accompanied by an interactive Web site (www.contactprofessional.com) and a bi-weekly e-newsletter, CPWire.

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"Becoming a Call Center of Excellence can be a game changer for businesses. Fighting to keep customers in today’s economy is paramount to most companies and the Center of Excellence distinction has helped drive us to that end result. Going through this process yearly continues to challenge us to improve processes and service levels. The detailed process that BenchmarkPortal provides in comparing our data with a large peer group is unparalleled. At the end, you have a clear roadmap of what is working well and what needs focus and attention for improvement. Because of this, we have been able to develop plans each year to drive better results and better customer experiences. This, coupled with a knowledgeable staff, helps us to close the gaps and continue to achieve excellence in every area. Every call center out there should be doing this benchmarking process; we are proof that it works."
Angela Ballantine, Director, Customer Care, ARAG GROUP

 

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