Contact Center Articles
Customer Service Teams: Success with Generation Y
Customer Service Teams: Success with Generation Y Contact center managers are caught in a triangle: they have to satisfy their bosses by satisfying their customers, which requires satisfied and productive employees. Increasingly, the employees they have to satisfy…
Balancing Hold Time and Transfers
Balancing Hold Time and Transfers When agents are faced with a challenging question and do not have the answer, they generally have one of two options; 1) place the caller on hold, while they look for the answer, or 2) transfer the call to someone with the…
Acting on the Voice of the Customer
Acting on the Voice of the Customer Customer feedback is only worthwhile when it is used to change behaviors within the organization to improve the customer experience. Yet most companies find it challenging to design and implement a truly effective customer voice…
How and Why Contact Center Benchmarking Works
How and Why Contact Center Benchmarking Works <iframe width=”560″ height=”315″ src=”https://www.youtube.com/embed/WF2k9N1I_A0″ frameborder=”0″ allowfullscreen></iframe> Industry-specific benchmarking is the baseline for best practice analytics because it…
Initiating an At-Home Agent Policy – CallTalk Caramels
Initiating an At-Home Agent Policy The Home-Based Agent (HBA) continues to gain popularity within the contact center industry for compelling reasons of: Cost Convenience Improved workforce management flexibility In the area of costs, centers often have part-time…
At Home Agents Are Strategic Assets – CallTalk Caramels
At-Home Agents Are Strategic Assets While skeptics still abound, the at-home agent concept is now firmly planted as a viable staffing model for contact centers. As one senior business leader put it, “It’s a win, win, win, win, win situation!”: Win 1: Agents have…
Best Practices in Developing Your Caller Satisfaction Surveys – CallTalk Caramels
CallTalk Caramels: Best Practices in Developing Your Caller Satisfaction Surveys CallTalk is a monthly internet radio program featuring the most innovative managers and thought leaders in the customer contact field, interviewed by BenchmarkPortal CEO, Bruce Belfiore….
Optimizing Call Center Location and Labor Analytics – CallTalk Caramel
CallTalk Caramel: Optimizing Call Center Location and Labor Analytics February 23, 2016 – 1:01pm CallTalk is a monthly internet radio program featuring the most innovative managers and thought leaders in the customer contact field, interviewed by BenchmarkPortal…
Time Management Tips You Can Use – CallTalk Caramel
CallTalk Caramel: Time Management Tips You can Use January 22, 2016 – 7:23am CallTalk is a monthly internet radio program featuring the most innovative managers and thought leaders in the customer contact field, interviewed by BenchmarkPortal CEO, Bruce Belfiore….
Zappos or Zapatos?: Walk in the Customer’s Shoes to Understand the Customer Journey
Zappos or Zapatos?: Walk in the Customer’s Shoes to Understand the Customer Journey December 10, 2015 – 3:14pm Everyone knows Zappos. Not everyone knows Zappo’s took its name from zapatos, or “shoes” in Spanish. One of the reason’s for Zappo’s success is that they…
Coaching is King: Skills Development Trumps Process Every Time! – CallTalk Caramels
CallTalk Caramels: Coaching is King: Skills Development Trumps Process Every Time! November 4, 2015 – 1:25pm CallTalk is a monthly internet radio program featuring the most innovative managers and thought leaders in the customer contact field, interviewed by…
Optimize the Revenue Potential of Your Contact Center
Optimize the Revenue Potential of Your Contact Center November 20, 2015 – 11:22am By Mark Coudray and Bruce Belfiore Today there is a common thread of innovation that connects contact centers engaged in outbound sales, inbound sales, cross-selling/upselling, as well…
Tips for Optimal IVR Call Flow Design – CallTalk Caramel
CallTalk Caramels: Tips for Optimal IVR Call Flow Design October 22, 2015 – 9:18am CallTalk is a monthly internet radio program featuring the most innovative managers and thought leaders in the customer contact field, interviewed by BenchmarkPortal CEO, Bruce…
When 30% of Your Time is Spent on “I’ve Got a Complaint!” Calls – CallTalk Caramels
CallTalk Caramels: When 30% of Your Time is Spent on “I’ve Got a Complaint!” Calls September 3, 2015 – 11:57am CallTalk is a monthly internet radio program featuring the most innovative managers and thought leaders in the customer contact field, interviewed by…
Investments in Employee Training… Are you getting bang for your buck? – CallTalk Caramels
CallTalk Caramels: Investments in Employee Training… Are you getting bang for your buck? July 8, 2015 – 11:03am CallTalk is a monthly internet radio program featuring the most innovative managers and thought leaders in the customer contact field, interviewed by…
BenchmarkPortal CEO Interview With CEOCFO Magazine
BenchmarkPortal CEO Interview With CEOCFO Magazine June 9, 2015 – 2:59pm Interview conducted by: Lynn Fosse, Senior Editor, CEOCFO Magazine, Published – June 8, 2015 CEOCFO: Mr. Belfiore, would you tell us the idea behind BenchmarkPortal? Mr. Belfiore: Our mission is…
BenchmarkPortal Celebrates 20 Year Anniversary
BenchmarkPortal Celebrates 20 Year Anniversary May 19, 2015 – 10:23am May 19, 2015 — To members of our BenchmarkPortal community, we invite you to celebrate 20 years of contact center excellence with us! Our benchmarking activities began as a student project at…
Aux Time: What Should It Be Used For? – CallTalk Caramels
CallTalk Caramels: Aux Time: What Should It Be Used For? April 27, 2015 – 12:37am CallTalk is a monthly internet radio program featuring the most innovative managers and thought leaders in the customer contact field, interviewed by BenchmarkPortal CEO, Bruce Belfiore….
Call Center Training – CallTalk Caramels
CallTalk Caramels: Call Center Training December 11, 2014 – 10:45am CallTalk is a monthly internet radio program featuring the most innovative managers and thought leaders in the customer contact field, interviewed by BenchmarkPortal CEO, Bruce Belfiore. “Caramels”…
Nobel Prize for Economics – The Link Between Customer Contact and Economic Growth – Contact Center Economics 101
Contact Center Economics 101: Nobel Prize for Economics – The Link Between Customer Contact and Economic Growth October 21, 2014 – 3:04pm By Bruce Belfiore, Senior Research Executive and CEO, BenchmarkPortal Ok. Here’s my bid for a Nobel. One of the macro questions…
Team Meetings-How Your Employees Will Benefit – CallTalk Caramels
CallTalk Caramels: Team Meetings-How Your Employees Will Benefit August 13, 2014 – 10:54am CallTalk is a monthly internet radio program featuring the most innovative managers and thought leaders in the customer contact field, interviewed by BenchmarkPortal CEO, Bruce…
Revitalizing Your Call Center-Small Changes that Make Big Differences – CallTalk Caramels
CallTalk Caramels: Revitalizing Your Call Center-Small Changes that Make Big Differences August 7, 2014 – 8:08am CallTalk is a monthly internet radio program featuring the most innovative managers and thought leaders in the customer contact field, interviewed by…
Avoiding Agent Burnout – CallTalk Caramels
CallTalk Caramels: Avoiding Agent Burnout August 1, 2014 – 9:02am CallTalk is a monthly internet radio program featuring the most innovative managers and thought leaders in the customer contact field, interviewed by BenchmarkPortal CEO, Bruce Belfiore. “Caramels”…
Compensation Strategies For Agents and Supervisors Part 2 – CallTalk Caramels
CallTalk Caramels: Compensation Strategies For Agents and Supervisors Part 2 July 25, 2014 – 8:38am CallTalk is a monthly internet radio program featuring the most innovative managers and thought leaders in the customer contact field, interviewed by BenchmarkPortal…
Social Media and The Call Center – CallTalk Caramels
CallTalk Caramels: Social Media and The Call Center July 16, 2014 – 9:28am CallTalk is a monthly internet radio program featuring the most innovative managers and thought leaders in the customer contact field, interviewed by BenchmarkPortal CEO, Bruce Belfiore….
Tips on Adherence to Schedule Adherence – CallTalk Caramels
CallTalk Caramels: Tips on Adherence to Schedule Adherence June 17, 2014 – 12:38pm CallTalk is a monthly internet radio program featuring the most innovative managers and thought leaders in the customer contact field, interviewed by BenchmarkPortal CEO, Bruce…
Complaint Resolution: When 30% of Your Time is Spent on “I’ve got a Complaint!” Calls – CallTalk Caramels
CallTalk Caramels: Complaint Resolution: When 30% of Your Time is Spent on “I’ve got a Complaint!” Calls June 11, 2014 – 11:57am CallTalk is a monthly internet radio program featuring the most innovative managers and thought leaders in the customer contact field,…
First Call Resolution Revisited – CallTalk Caramels
CallTalk Caramel: Time Management Tips You can Use June 4, 2014 – 11:29am CallTalk is a monthly internet radio program featuring the most innovative managers and thought leaders in the customer contact field, interviewed by BenchmarkPortal CEO, Bruce Belfiore….
Developing a Customer-Centric Center – CallTalk Caramels
CallTalk Caramels: Developing a Customer-Centric Center May 8, 2014 – 10:00am CallTalk is a monthly internet radio program featuring innovative managers and thought leaders in the customer contact field, interviewed by BenchmarkPortal CEO, Bruce Belfiore. “Caramels”…
Benchmarking Made Easy – CallTalk Caramels
CallTalk Caramels: Benchmarking Made Easy April 30, 2014 – 2:33pm CallTalk is a monthly internet radio program featuring innovative managers and thought leaders in the customer contact field, interviewed by BenchmarkPortal CEO, Bruce Belfiore. “Caramels” distills key…
First Call Resolution – It’s Not Only a Quality Metric – Contact Center Economics 101
Contact Center Economics 101: First Call Resolution – It’s Not Only a Quality Metric April 28, 2014 – 8:10am By Bruce Belfiore, Senior Research Executive and CEO, BenchmarkPortal I consider First Call Resolution (FCR) the “magic metric” for call centers, because it…
Compensation Strategies For Agents and Supervisors – CallTalk Caramels
CallTalk Caramels: Compensation Strategies For Agents and Supervisors April 16, 2014 – 12:15pm CallTalk is a monthly internet radio program featuring innovative managers and thought leaders in the customer contact field, interviewed by BenchmarkPortal CEO, Bruce…
How to Minimize After Call Work Time – CallTalk Caramels
CallTalk Caramels: How to Minimize After Call Work Time April 9, 2014 – 9:00am CallTalk is a monthly internet radio program featuring innovative managers and thought leaders in the customer contact field, interviewed by BenchmarkPortal CEO, Bruce Belfiore. “Caramels”…
Reducing Abandon Rate – CallTalk Caramels
CallTalk Caramels: Reducing Abandon Rate March 17, 2014 – 12:19pm CallTalk is a monthly internet radio program featuring innovative managers and thought leaders in the customer contact field, interviewed by BenchmarkPortal CEO, Bruce Belfiore. “Caramels” distills…
Best Practices in Developing Your Caller Satisfaction Surveys – CallTalk Caramels
CallTalk Caramels: Best Practices in Developing Your Caller Satisfaction Surveys March 5, 2014 – 1:39pm CallTalk is a monthly internet radio program featuring innovative managers and thought leaders in the customer contact field, interviewed by BenchmarkPortal CEO,…
Understanding Contact Center Dashboards – CallTalk Caramels
CallTalk Caramels: Understanding Contact Center Dashboards February 26, 2014 – 11:08am CallTalk is a monthly internet radio program featuring innovative managers and thought leaders in the customer contact field, interviewed by BenchmarkPortal CEO, Bruce Belfiore….
Leveraging Your International “Sibling Centers” for Fun and Profit – Contact Center Economics 101
Contact Center Economics 101: Leveraging Your International “Sibling Centers” for Fun and Profit February 25, 2014 – 1:37pm By Bruce Belfiore, Senior Research Executive and CEO, BenchmarkPortal More and more contact centers are part of multi-national enterprises. …
Understanding E-mail Best Practices – CallTalk Caramels
CallTalk Caramels: Understanding E-mail Best Practices February 13, 2014 – 2:16pm CallTalk is a monthly internet radio program featuring innovative managers and thought leaders in the customer contact field, interviewed by BenchmarkPortal CEO, Bruce Belfiore….
Service Level Best Practices – CallTalk Caramels
CallTalk Caramels: Service Level Best Practices February 5, 2014 – 12:13pm CallTalk is a monthly internet radio program featuring the most innovative managers and thought leaders in the customer contact field, interviewed by BenchmarkPortal CEO, Bruce Belfiore….
Everything You Wanted to Know About First Call Resolution – CallTalk Caramels
CallTalk Caramels: Everything You Wanted to Know About First Call Resolution January 29, 2014 – 11:36am CallTalk is a monthly internet radio program featuring innovative managers and thought leaders in the customer contact field, interviewed by BenchmarkPortal CEO,…
Balancing Information Security and Customer Needs – Contact Center Economics 101
Contact Center Economics 101: Balancing Information Security and Customer Needs January 23, 2014 – 8:33am By Bruce Belfiore and Tony Grimshaw Security breaches in the contact center environment can be enormously expensive and damaging, so it is worth real money to…
At-Home Agents: How to Recruit, Train, Monitor and Motivate – CallTalk Caramels
CallTalk Caramels: At-Home Agents: How to Recruit, Train, Monitor and Motivate January 23, 2014 – 8:08am CallTalk is a monthly internet radio program featuring the most innovative managers and thought leaders in the customer contact field, interviewed by…
Dispelling Myths About Social Media – CallTalk Caramels
CallTalk Caramels: Dispelling Myths About Social Media January 15, 2014 – 5:12pm CallTalk is a monthly internet radio program featuring the most innovative managers and thought leaders in the customer contact field, interviewed by BenchmarkPortal CEO, Bruce Belfiore….
Balancing Life and Work: Managing and Motivating Agents in a Healthy Way – CallTalk Caramels
CallTalk Caramels: Balancing Life and Work: Managing and Motivating Agents in a Healthy Way January 13, 2014 – 5:12pm CallTalk is a monthly internet radio program featuring the most innovative managers and thought leaders in the customer contact field, interviewed by…
Say What? Optimizing Your Language Interpretation Capabilities – Contact Center Economics 101
Contact Center Economics 101: Say What? Optimizing Your Language Interpretation Capabilities December 13, 2013 – 2:28pm By Bruce Belfiore, Senior Research Executive and CEO, BenchmarkPortal You may have seen the clever ad about the young German Coast Guard officer who…
Beyond Benchmarking – CallTalk Caramels
CallTalk Caramels: Beyond Benchmarking December 5, 2013 – 3:21pm CallTalk is a monthly internet radio program featuring the most innovative managers and thought leaders in the customer contact field, interviewed by BenchmarkPortal CEO, Bruce Belfiore. “Caramels”…
Prince Charles and AHT – Contact Center Economics 101
Contact Center Economics 101: Prince Charles and AHT November 11, 2013 – 2:48pm By Bruce Belfiore, Senior Research Executive and CEO, BenchmarkPortal “If you chuck away too many things, you end up discovering there was value in them.” This quote from a Time Magazine…
Quality Assurance & Coaching for Success – CallTalk Caramels
CallTalk Caramels: Quality Assurance & Coaching for Success October 15, 2013 – 11:46am CallTalk is a monthly internet radio program featuring the most innovative managers and thought leaders in the customer contact field, interviewed by BenchmarkPortal CEO, Bruce…
OMG Text To Collect LOL!!! – Contact Center Economics 101
Contact Center Economics 101: OMG Text To Collect LOL!!! September 26, 2013 – 8:59am By Bruce Belfiore, Senior Research Executive and CEO, BenchmarkPortal Mobile is seen as a big challenge by most of the contact center industry – – and rightly so. However, it also…
WFM Analytics Demystified Session 2 of 2 – CallTalk Caramels
CallTalk Caramels: WFM Analytics Demystified Session 2 of 2 September 10, 2013 – 1:11pm CallTalk is a monthly internet radio program featuring the most innovative managers and thought leaders in the customer contact field, interviewed by BenchmarkPortal CEO Bruce…
Participate in Ground-Breaking Research – 4 Different Research Initiatives
Participate in Ground-Breaking Research – 4 Different Research Initiatives. August 28, 2013 – 9:54am BenchmarkPortal has a long tradition of original research focused on the contact center sector. Twenty-six books, hundreds of white papers, case studies and articles…
When WFM Means Workforce Manna – Contact Center Economics 101
Contact Center Economics 101: When WFM Means Workforce Manna August 26, 2013 – 4:02pm By Bruce Belfiore, Senior Research Executive and CEO, BenchmarkPortal There are literally thousands of contact centers that are on (or over) the cusp of needing advanced workforce…
Organizational Structure: Foundation for Contact Center Success
Organizational Structure: Foundation for Contact Center Success August 20, 2013 – 10:40am We have all seen photographs of sinkholes that have swallowed buildings whole. Weak underpinnings can have tragic consequences; what you don’t see can really hurt you. In the…
What is Your Cost of Turnover? and why you should know it – Contact Center Economics 101
Contact Center Economics 101: What is Your Cost of Turnover? and why you should know it July 22, 2013 – 10:00pm By Bruce Belfiore, CEO, BenchmarkPortal Do you know what your true cost of turnover is? When I ask this question to groups of call center managers, few…
Workforce Management Advanced – CallTalk Caramels
Workforce Management Advanced – CallTalk™ Caramels: Sweet Snippets from BenchmarkPortal’s Best CallTalk Episode July 6, 2013 – 11:00pm In today’s advanced contact center environment, Workforce Management (WFM) should not be thought of as only a process, but a…
Staffing Smart = Bucks to the Bottom Line – Economics 101
Staffing Smart = Bucks to the Bottom Line – Economics 101 June 23, 2013 – 10:00pm by Bruce Belfiore, CEO, BenchmarkPortal Do you know what your average cost per call is? If not, you should make the effort to compute it. It is a key metric because important decisions…
Quality Assurance Agents Love – CallTalk Caramels
Quality Assurance Agents Love – CallTalk™ Caramels: Sweet Snippets from BenchmarkPortal’s Best CallTalk Episodes June 11, 2013 – 7:55am Quality Monitoring, traditionally seen by agents as the dreaded ‘Big Brother’ operation of a company, can be transformed into…
Big Data Meets Recruiting – Economics 101
Big Data Meets Recruiting – Economics 101 May 21, 2013 – 8:29am by Bruce Belfiore, CEO, BenchmarkPortal We hear a lot about “big data”, but what has it done for you? For all but the most advanced contact centers, the answer is “not much”…yet. However,…
WFM Analytics Demystified Session 1 of 2 – CallTalk Caramels
WFM Analytics Demystified Session 1 of 2 – CallTalk™ Caramels: Sweet Snippets from BenchmarkPortal’s Best CallTalk Episodes August 14, 2013 – 12:56pm If you have been approaching Workforce Management (WFM) the same way for the last few years, you may be missing…
Employee Morale – CallTalk Caramels
Employee Morale – CallTalk™ Caramels: Sweet Snippets from BenchmarkPortal’s Best CallTalk Episodes May 31, 2013 – 7:50am We all know that poor morale causes agent churn and that lack of positive leadership can contribute to these maladies. We may even suspect…
Managing Gen Y in the Contact Center
Managing Gen Y in the Contact Center February 6, 2013 – 11:16am Managing Gen Y in the Contact Center By Greg Van Zandt, Senior Consultant, BenchmarkPortal Gen Y, which represents 58% of the contact center work force, has different work/life expectations and interests…
2012 Year in Review by Bruce Belfiore, CEO, BenchmarkPortal
2012 Year in Review by Bruce Belfiore, CEO, BenchmarkPortal December 20, 2012 – 2:41pm One of the key words for 2012 was “multi.” There was a noticeable increase in interest in multi-channel benchmarking, to which we are responding with an expanded survey, due out…
Workforce Optimization: Analytics Demystified — Employee Focus (Session 1 of 2)
Workforce Optimization: Analytics Demystified — Employee Focus (Session 1 of 2) January 19, 2011 – 3:07am Workforce Optimization: Analytics Demystified — Employee Focus (Session 1 of 2) Date: January 19, 2011 Host: Bruce Belfiore, CEO of BenchmarkPortal Guest: Bill…
Workforce Management: How to Understand and Embrace Advanced Workforce Management.
Workforce Management: How to understand and embrace advanced workforce management. January 12, 2011 – 2:58am Work Force Management: How to understand and embrace advanced workforce management. Date: January 12, 2011 Host: Bruce Belfiore, CEO of BenchmarkPortal Guest:…
Employee Morale: Ideas and Insights to Create an Outrageously Cool Culture
Employee Morale: Ideas and Insights to Create an Outrageously Cool Culture January 5, 2011 – 3:56am Employee Morale: Ideas and Insights to Create an Outrageously Cool Culture Date: January 5, 2011 Host: Bruce Belfiore, CEO of BenchmarkPortal Guest: Kirk Weisler, Chief…
Site Selection: What does the research show are the key success factors?
Site selection: What does the research show are the key success factors? December 8, 2010 – 3:17am Site selection: What does the research show are the key success factors? Date: December 8, 2010 Host: Bruce Belfiore, CEO of BenchmarkPortal Guest: Kristin Beatty, Site…
Hold Time and Transfers: The Balancing Act You Can Win
Hold Time and Transfers: The Balancing Act You Can Win November 10, 2010 – 3:05am Hold Time and Transfers: the balancing act you can win Date: November 10, 2010 Host: Bruce Belfiore, CEO of BenchmarkPortal Guest: Dayne Petersen, Call Center Expert Below is the…
Consumer and Agent Loyalty: 5 Questions You Need to Ask Yourself Before You Leave Work Tonight
Consumer and Agent Loyalty: 5 Questions You Need to Ask Yourself Before You Leave Work Tonight October 27, 2010 – 3:11am Consumer and Agent Loyalty: 5 Questions you need to ask yourself before you leave work tonight Date: October 27, 2010 Host: Bruce Belfiore, CEO of…
Outbound Calls: Challenges and solutions for both blended and dedicated centers.
Outbound Calls: Challenges and solutions for both blended and dedicated centers. October 13, 2010 – 1:54am Outbound Calls: Challenges and solutions for both blended and dedicated centers. Date: October 13, 2010 Host: Bruce Belfiore, CEO of BenchmarkPortal Guest: Alex…
Stop botching your incentive plans: Get the science behind the results
Stop botching your incentive plans: Get the science behind the results September 29, 2010 – 3:33am Stop botching your incentive plans: Get the science behind the results Date: September 29, 2010 Host: Bruce Belfiore, CEO of BenchmarkPortal Guest: Dr. Brooks Mitchell…
Outsourcing: Which communications should you consider trusting to a partner?
Outsourcing: Which communications should you consider trusting to a partner? September 15, 2010 – 3:35am Outsourcing: Which communications should you consider trusting to a partner? Date: September 15, 2010 Host: Bruce Belfiore, CEO of BenchmarkPortal Guest: John…
Call Center Training
Call Center Training September 1, 2010 – 2:18am Call Center Training Date: September 1, 2010 Host: Bruce Belfiore, CEO of BenchmarkPortal Guest: Dayne Petersen, Call Center Expert Below is the Recording of the show: <iframe width=”100%” height=”180px”…
At Home Agent
At Home Agent August 18, 2010 – 3:17am At Home Agent Date: August 18, 2010 Host: Bruce Belfiore, CEO of BenchmarkPortal Guest: Steve Silver, Consultant Below is the Recording of the show <iframe width=”100%” height=”180px”…
Team Meetings- Why Your Call Center Needs Them & How Your Employees Will Benefit
Team Meetings- Why Your Call Center Needs Them & How Your Employees Will Benefit July 15, 2010 – 6:57am Team Meetings- Why Your Call Center Needs Them & How Your Employees Will Benefit Date: June 14, 2010 Host: Bruce Belfiore, CEO of BenchmarkPortal Guest:…
Taking a fresh look at your Center: Big and small changes that can make a difference
Taking a fresh look at your Center: Big and small changes that can make a difference June 30, 2010 – 1:31am Taking a fresh look at your Center: Big and small changes that can make a difference Date: June 30, 2010 Host: Bruce Belfiore, CEO of BenchmarkPortal Guest: Dr….
Compensation Strategies for Agents and Supervisors
Compensation Strategies for Agents and Supervisors June 16, 2010 – 10:47am Compensation strategies for agents and supervisors Date: June 17, 2010 Host: Bruce Belfiore, CEO of BenchmarkPortal Guest: John Chatterley, Call Center Industry Expert Below is the Recording of…
The Business Case for First Call Resolution
The Business Case for First Call Resolution June 14, 2010 – 4:45am January 7th, 2010 by Peggy Carlaw pcarlaw@impactlearning.com Impact Learning Systems, a call center training company Keeping customer service costs low while keeping customer satisfaction high…
Jan Van Der Reis interview with Bruce Belfiore Discussing Call Center Benchmarking Conference
Jan Van Der Reis interview with Bruce Belfiore Discussing Call Center Benchmarking Conference June 3, 2010 – 9:31am March 11, 2010 — Global Contact Forum 2010 Entrevista con Bruce Belfiore, CEO Benchmark Portal <iframe width=”420″ height=”315″…
Lourdes Adame’s Interview with Bruce Belfiore from BenchmarkPortal Discussing Call Center Benchmarking
Lourdes Adame’s Interview with Bruce Belfiore from BenchmarkPortal Discussing Call Center Benchmarking June 3, 2010 – 9:27am March 11, 2010 — Global Contact Forum 2010 Entrevista con Bruce Belfiore, CEO Benchmarking Portal <iframe width=”420″ height=”315″…
Social Media and the Call Center: Where Are We Headed?
Social Media and the Call Center: Where Are We Headed? May 26, 2010 – 6:02am Social media and the call center: Where are we headed? Date: May 26, 2010 Host: Bruce Belfiore, CEO of BenchmarkPortal Guest: Kyle Gosnell, CEO of Interactive Innovations Below is the…
Adherence: The Problems, The Policies, The Best Practices
Adherence: The Problems, The Policies, The Best Practices May 19, 2010 – 5:56am Adherence: the problems, the policies, the best practices Date: May 19, 2010 Host: Bruce Belfiore, CEO of BenchmarkPortal Guest: Erica Cockfield, Director of Atlanta Watershed Below is the…
Minute Manager by: Bruce Belfiore
Minute Manager by: Bruce Belfiore April 29, 2010 – 3:17am Keys To Success What should a new supervisor or manager do to be successful? There is a special excitement when someone becomes a new supervisor or manager. Channel that energy into the right things to bring…
Complaints: How 3% of calls can take 30% of your time – strategies to manage them
Complaints: How 3% of calls can take 30% of your time – strategies to manage them April 14, 2010 – 3:11am Complaints: How 3% of calls can take 30% of your time – strategies to manage them Date: April 14, 2010 Host: Bruce Belfiore, CEO of BenchmarkPortal Guest: John…
Agent Satisfaction: How to measure it and how to manage it
Agent Satisfaction: How to measure it and how to manage it March 31, 2010 – 3:08am Agent Satisfaction: How to measure it and how to manage it Date: Mar 31, 2010 Host: Bruce Belfiore, CEO of BenchmarkPortal Guest: Dayne Petersen, Call Center Expert Below is the…
First Call Resolution Revisited
First Call Resolution Revisited March 17, 2010 – 3:02am First call resolution revisited Date: Mar 17, 2010 Host: Bruce Belfiore, CEO of BenchmarkPortal Guest: Rosanne D’Ausilio, Ph.D., President – Human Technologies Global Inc Below is the Recording of the show:…
CallTalk Show: Developing Agents Who Are More Customer-Centric
CallTalk Show: Developing Agents Who Are More Customer-Centric March 3, 2010 – 6:11am Developing agents who are more customer-centric Date: March 3, 2010 Host: Bruce Belfiore, CEO of BenchmarkPortal Guest: Rosanne D’Ausilio, Ph.D., President – Human Technologies…
CallTalk show: Benchmarking made easy: How your metrics can be leveraged for optimum results
CallTalk show: Benchmarking made easy: How your metrics can be leveraged for optimum results February 17, 2010 – 4:13am Benchmarking made easy: How your metrics can be leveraged for optimum results Date: February 17, 2010 Host: Bruce Belfiore, CEO of BenchmarkPortal…
CallTalk show: Compensation strategies for agents and supervisors
CallTalk show: Compensation strategies for agents and supervisors February 3, 2010 – 4:09am Compensation strategies for agents and supervisors Date: February 3, 2010 Host: Bruce Belfiore, CEO of BenchmarkPortal Guest: Chad McDaniel, President of McDaniel Executive…