Contact Center Best Practices From Santa's Workshop.
CallTalk Air Date: Wed, Dec 14, 2011
Host: Bruce Belfiore, BenchmarkPortal
Guest Speaker: BenchmarkPortal Contact Center Experts, BenchmarkPortal
Join host Bruce Belfiore & Contact Center Experts from BenchmarkPortal to discuss Best Practices. We call up to one of the busiest Contact Centers in the world at this time of year - Santa's Workshop! From WFM to FCR, we ask them to share their Best Practices with us. This entertaining but informative show is a compilation of great tips from the diverse team of Contact Center Experts here at BenchmarkPortal.
Dayne Petersen: CCDQ Certified Call Center Auditor, CCCE Lead Instructor, Senior Consultant
Dayne Petersen has over 20 years experience managing and operating both business-to-business and business-to-consumer call centers. Additionally, she has a successful track record evaluating and implementing call center solutions that meet defined client requirements.Read More »
John Chatterley: Research Director & Senior Specialist
John Chatterley is Director of Content & Analysis and Chief Editor at BenchmarkPortal, Inc. John has published numerous books, customized benchmarking reports, research reports, One-Minute Survey reports, and White Papers. Read More »
Dru Phelps: CCDQ Certified Call Center Auditor, CCCE Instructor, Author, Senior Consultant
Dru Phelps has over 20 years of experience in the customer service industry and has been a Senior Consultant with BenchmarkPortal for over a decade. She has worked in many industry sectors and co-authored the book How to Conduct a Call Center Performance Audit: A to Z. Read More »
Dee Buell: CCDQ Certified Call Center Auditor, Senior Consultant
Dee Buell has over 20 years of Call Center management experience. She has managed and operated inbound and outbound service teams, as well as inbound and outbound sales teams. Read More »