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.
Bruce is also Dean of the College of Call Center Excellence, which provides certificated courses to call center professionals. He has also taught the course "Call Center Management" at Purdue University.
He is the author of the book Benchmarking At Its Best for Contact Centers, a manual for best practices benchmarking, and has written numerous research papers and best practices studies focused on contact center topics. He is a consultant to call centers in a wide variety of industries seeking to improve their results, and is noted for helping to calculate the financial impact of proposed changes.
Bruce holds both U.S. and Italian nationality and has divided his career between North America and Europe. While in Europe, Bruce served as adjunct professor in business for Xavier University's MBA program in Milan, Italy. Before entering the contact center field he held positions in international finance and consulting, including the Bain & Company group and Credit Suisse First Boston.
Bruce holds A.B., MBA and JD degrees from Harvard University. He also attended the Entrepreneurs Toolkit program at Harvard Business School in 2000. He is the holder of a registered patent for a symbolic language system known as Simbly™, with important call center applications.
