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Call Center Campus 2012 Live Interviews and Best Practices Roundup

CallTalk - Call Center Campus 2012 Live Interviews​CallTalk Air Date: Wed., December 19, 2012

Host: Bruce Belfiore, CEO, and Dee Buell, Senior Consultant, BenchmarkPortal

2012 Call Center Campus Live Interviews and Best Practices Roundup
Top contact center managers from around the world, shared their best practices with us, in a brainstorming session at Call Center Campus, and now we want to share them with you! Bruce Belfiore and Dee Buell will discuss some of their favorites and discuss why and how they can make a big difference in your contact center.

Taking a deeper dive into contact center operations, special guests Russ Rossi - Corporate Vice President for Customer Experience and Strategic Planning at NYLife AARP and Steve Ellis - Senior Director of Customer Care at EyeMed Vision Care, give us an inside view as to how they are continuing to ensure their contact centers stay ahead of the competition and remain best in class.

If you do not see the player above, visit the following link to listen to this CallTalk episode:  Click Here

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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