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BenchmarkPortal is sponsoring and speaking at the upcoming 2011 Loma Customer Service Conference

2011 Customer Service Conference The relationships you develop make all the difference, whether it’s with your customers or employees, in developing new business or retaining existing accounts. Don’t miss our examination of how you can strengthen and enhance your relationships — through leading-edge technology, exceptional service models and customer-focused training — all resulting in improvements in your company’s service operations. Why LOMA? Since its founding in 1924, LOMA has committed itself to being the trusted source for research and education activities for its members in the insurance and financial services industries. With 1,200 member companies in over 80 countries, LOMA has access to top industry experts and knowledge and can connect you to the industry with cutting-edge information presented in a broad historical context. LOMA is committed to working as a partner with its members worldwide to improve their management and operations through quality employee development, research, information sharing, and related products and services. No one else can offer you the depth and breadth of information that you’ll find here! Bruce Belfiore, CEO of BenchmarkPortal, will be speaking on March 30, 2011, about the new world of insurance sector call center best practices. BenchmarkPortal’s database shows that insurance sector call centers traditionally outperform those in most other industries on quality metrics. However, with increased competition, strains on budgets and greater emphasis on sales, managers need to reinvent their processes. Belfiore will review the latest research and techniques employed by the best call centers to: Optimize caller and agent satisfaction, increase first call resolution, maximize calls per agent, and add to revenues. As a special offer, conference participants will receive a complimentary In-Depth RealityCheckTM benchmarking report that will allow them to leverage new insights and add to the useful take-aways from this session. Please see our conference website for further details. Join this conference to learn about: Service differentiation strategies, E-business and self-service models, Engaged Team Performance processes New this year: Industry executive panels will outline their success stories, Call center best practices and benchmarking session, Lively and extremely engaging keynote presenters Thank you to our sponsor: BenchmarkPortal For More Information Contact: Marvin Jones 770-984-6459, jonesm@loma.org, www.loma.org/events

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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."
ARAG GROUP

 

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