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Team

The BenchmarkPortal team is a dynamic group of individuals from across the United States. Each individual brings diverse, complementary skills and experience to the BenchmarkPortal team.

Dr. Jon Anton

Dr. Jon Anton

Founder Emeritus (retired)
Dr. Jon Anton was an adjunct professor at Purdue University and director of benchmark research at the Center for Customer-Driven Quality. He published many books, white papers and case studies on contact center topics and was a pioneer in research of best practices in the customer contact sector.

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Bruce Belfiore

Bruce Belfiore

CEO / Senior Research Executive
Bruce Belfiore is Senior Research Executive at the Center for Customer-Driven Quality (founded at Purdue University) and is CEO of BenchmarkPortal. Bruce hosts the monthly online radio show "CallTalk", which discusses hot-button issues with industry experts and interacts with a large audience of call center managers. He is a frequent speaker at industry events in the United States and abroad.

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Dayne Petersen

Dayne Petersen

Certified Call Center Auditor, Senior CCCE Instructor, Senior Consultant
Dayne Petersen has 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.

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John Chatterley

John Chatterley

Director, Research and Analysis
John Chatterley is Director of Content & Analysis and Chief Editor at BenchmarkPortal, Inc. He has published numerous books, customized benchmarking reports, research reports, One-Minute Survey reports, and White Papers. Mr. Chatterley authored a comprehensive study entitled "Improving Contact Center Performance through Optimized Site Selection," and co-authored books entitled "Offshore Outsourcing Opportunities" and "Selecting a Teleservices Partner."

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Joe Perez

Jose (Joe) Perez

Certified Call Center Auditor, Dean of The College of Call Center Excellence, Senior Consultant
Jose (Joe) Perez has over 25 years of managing and operating technical support call centers nationally and internationally. Mr. Perez spent several years managing the technical support/field operations group for Digital Equipment Corp. in San Diego (later acquired by HP) as well as directing the technical support group for three of the largest refineries in South America.

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Dee Buell

Dee Buell

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. As a Sr. Business Consultant, Dee has become a Call Center subject matter expert (SME) with a focus on Quality Management.

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David Raia, Research Analyst at BenchmarkPortal

David Raia

Research Analyst
Mr. David Raia is highly regarded in the industry as a Contact Center Operations Improvement Specialist. He began his consulting career in 1995 and has spent the past 15 years successfully driving a variety of complex Contact Center Optimization engagements across Federal Government and Fortune 500 companies in the United States and Canada.

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Susan McDonald Osborn

Susan McDonald Osborn

Learning Strategy Consultant
Susan has more than 25 years of progressive experience in performance improvement interventions.  She brings expertise in instructional design and project management experience, as well as a master’s degree in human resource development.

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Amy Novak, BenchmarkPortal Consultant

Amy Novak

Certified Call Center Auditor, Senior CCCE Instructor, Senior Consultant
Amy has over 13 years of management experience and has spent several years managing inbound and outbound service teams. Prior to joining BenchmarkPortal she acted as Senior Manager of Call Center Operations, for a small to mid-sector outsourcing company. She introduced lean Six Sigma methodology for call center process improvement and design, and implemented multi-channels within her center.

Brian Carrington, BenchmarkPortal Team

Brian Carrington

Relationship Manager, CallTalk™ Director
Brian has over 10 years of experience working in the customer service field, in both face to face and virtual environments.  Working with BenchmarkPortal for the last 4 years, he strives to provide efficient and effective communications with clients to ensure successful engagements. Previous to joining BenchmarkPortal, Brian had over 10 years in the television industry as a Meteorologist and host, learning skills he has put to use as Director for BenchmarkPortal's CallTalk online radio show that airs once a month.

Saraya, BenchmarkPortal Team

Saraya Coufal Sherman

Relationship Manager

Saraya joined BenchmarkPortal as a Relationship Manager in 2011. She is responsible for sales, development of new client relationships, and management of existing clients. Saraya is skilled at tailoring consulting, benchmarking and education engagements to meet clients' contact center needs. Her client portfolio spans multiple industries and includes many Fortune 500 companies.

 

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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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