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CallTalk Radio Show

Wednesday, November 26, 2014 - 10:00am
Bruce Belfiore, CEO & Senior Research Analyst, BenchmarkPortal
Amy Novak, Senior Consultant, BenchmarkPortal
After another amazing Call Center Campus event in Las Vegas this November 2014, Bruce Belfiore and Amy Novak review some of the highlights from the event. Listen as they review best practices shared in our Round Tables and Panel Discussions, as well as highlights from the guest speakers.
Wednesday, October 15, 2014 - 10:00am
Bruce Belfiore, CEO & Senior Research Analyst, BenchmarkPortal
Toni Roberts, Director, Delta Dental of Michigan
Listen now on demand to our latest CallTalk Show on Quality Transformation. Toni Roberts, Director of Delta Dental of Michigan, will share tips on breathing new life into quality at your center. This includes changing the perception of quality ownership by engaging agents so they could see their importance to the process. The results are superior customer experience and loyalty by providing a quality service experience the first time, every time.
Wednesday, September 17, 2014 - 10:00am
Bruce Belfiore, CEO & Senior Research Analyst, BenchmarkPortal
Adam Losey, Attorney, Foley & Lardner LLP
Listen now on demand to our latest CallTalk Show on Call Center Law. Adam Losey, Esq., an attorney with Foley & Lardner, will share tips on monitoring communications as well as other legal issues important to contact centers. As privacy counsel for call centers, Adam works with client-side management to develop and implement policies governing monitoring and recording of telephone calls and electronic communications, as well as data management issues associated with call recordings and...
Wednesday, August 13, 2014 - 10:00am
Bruce Belfiore, CEO & Senior Research Analyst, BenchmarkPortal
Zane Safrit, Business Consult & Author
Why are so many people talking about Employee Engagement? We'll find out a few tips on the effectiveness of employee recognition and how it can potentially provide financial success to your company. Zane Safrit, CEO, Business Consultant, and Author will share some of his experiences and lessons learned on building employee awareness of company goals, raising morale, and increasing productivity.
Wednesday, July 16, 2014 - 10:00am
Bruce Belfiore, CEO & Senior Research Analyst, BenchmarkPortal
Judy McKee, Founder, McKee Consulting LLC
What is the Positive Coach Approach? Positive Coach is designed to help call center coaches learn how to cultivate great agents. This approach will lessen the work load on managers and quality assurance departments, and foster a more open and competent work environment. Join host BenchmarkPortal CEO Bruce Belfiore and guest host Judy McKee, Founder, McKee Consulting, as they discuss Agent Coaching.
Wednesday, June 18, 2014 - 10:00am
Bruce Belfiore, CEO & Senior Research Analyst, BenchmarkPortal
Frederick Van Bennekom, Principal, Great Brook Consulting
Just because research is published on the internet or in a business journal does not mean the research findings are true. Look at survey methodology and design to determine validity. Join host BenchmarkPortal CEO Bruce Belfiore and guest host Frederick Van Bennekom, Principal at Great Brook Consulting, as they discuss customer effort.
Wednesday, May 14, 2014 - 10:00am
Bruce Belfiore, CEO & Senior Research Analyst, BenchmarkPortal
Bob Cowen, Snowfly
Join host BenchmarkPortal CEO Bruce Belfiore and guest host Bob Cowen, Snowfly, as they discuss gamification principles and best practices. What is it, why all of the hype, and how can we use it for our daily challenges like retention, adherence, quality, FCR, and upselling? Guest Host: Bob Cowen
Wednesday, April 16, 2014 - 10:00am
Bruce Belfiore, CEO & Senior Research Analyst, BenchmarkPortal
Frederick Van Bennekom, Principal, Great Brook Consulting
Join host BenchmarkPortal CEO Bruce Belfiore and guest host Dr. Frederick Van Bennekom, Principal at Great Brook Consulting, as they discuss Net Promoter Score, or NPS. A lot has been written about NPS, and some companies have embraced it as the holy grail of quality measurement. But what is the research relationship between NPS and customer loyalty? Can we scientifically identify those customers who are very likely to return and that are likely to provide positive "word of mouth?"
Wednesday, March 19, 2014 - 10:00am
Bruce Belfiore, CEO & Senior Research Analyst, BenchmarkPortal
Jesse Hoobler, Director, Worldwide Software Support
We will be discussing the reasons why Support Organizations choose to go virtual, advantages to leverage, roadblocks to avoid, and some lessons learned from out in the field.
Wednesday, February 19, 2014 - 10:00am
Bruce Belfiore, CEO & Senior Research Analyst, BenchmarkPortal
Greg Van Zandt, Senior Consultant, BenchmarkPortal
Understanding Millennials: Who Are They? What drives them? What are their significant attributes? Considerations when managing this Generation: Implications on Scheduling, Work diversity, Training / Coaching, Contact Center and Corporate culture; Leveraging technology; Leveraging Millennials’ unique characteristics
Wednesday, January 15, 2014 - 10:00am
Bruce Belfiore, CEO & Senior Research Analyst, BenchmarkPortal
Rosanne D'Ausilio, Customer Service Expert, Industrial Psychologist, Master Trainer, Keynote Speaker, Coach, Pres Human Technologies Global
Do you want to improve your performance and the performance of your staff?  Of course, the answer is yes. We all do.  But first we need distinctions between managing and parenting--as well as managing and leading--so managers (and everyone else) can develop both professionally and personally.
Wednesday, October 16, 2013 - 10:00am
Bruce Belfiore
Ed Poorbaugh, Manager Support Center Operations and Supplier Support
Ed shares how Sysco has improved their average quality score from 88.7% to 94%, and reduced turnover by 15%.  They are delivering service with a S.M.I.L.E.
Wednesday, September 18, 2013 - 10:00am
Bruce Belfiore
Steve Ellis, EyeMed
Steve Ellis will share five key steps to designing an effective Voice of the Customer program that focuses on the customer experience and drives continuous improvement throughout the organization.
Tuesday, August 13, 2013 - 10:00am
Bruce Belfiore
Russell Rossi
Discussion points: 1.  Developing a strategic roadmap 2.  Key strategies to excite your organization for change and growth 3.  Importance of measuring results for success
Wednesday, July 17, 2013 - 10:00am
Bruce Belfiore
David Raia, Research Analyst, BenchmarkPortal
"Call" centers are now "Contact" centers, with multiple channels a client can connect with you and your business.  Special guest, David Raia, will be joining us as we examine this new world and discuss the following:
Wednesday, June 12, 2013 - 8:00am
Bruce Belfiore
Susan Wolski, TXU Energy
Wednesday, May 15, 2013 - 8:00am
Bruce Belfiore
Kimberly Parish Barrett, Director, Florida Abuse Hotline, Department of Children and Families
Wednesday, April 17, 2013 - 8:00am
Bruce Belfiore
Steve Riddell, COO, Blinds.com
Wednesday, March 13, 2013 - 8:00am
Bruce Belfiore
John Chatterley
Wednesday, February 13, 2013 - 8:00am
Bruce Belfiore
Ed Poorbaugh, Manager Support Center Operations and Supplier Support, Sysco Business Services
Wednesday, January 23, 2013 - 8:00am
Bruce Belfiore
Susan McDonald Osborn, Strategic Learning Specialist
Wednesday, December 19, 2012 - 8:00am
Bruce Belfiore
Dee Buell
 

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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