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. 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. Mr. Chatterley is also senior content writer of the books "Contact Center By The Numbers" and "Automated Self-Service Using Speech Recognition. Mr. Chatterley is the editor of the annual series of 42 detailed Benchmarking Industry Reports covering the spectrum of contact center vertical industry sectors.
John is a Purdue Certified Contact Center Auditor, Certified AT&T Call Center College Instructor, and BenchmarkPortal Certified Benchmarking Instructor and Analyst. John's professional career spans more than 20 years of experience in contact center management and consulting.
Prior to joining BenchmarkPortal, Mr. Chatterley was Director of Operations, Site Development and Facilities Management for MicroAge Teleservices, a Fortune 500 teleservices provider. Mr. Chatterley designed, implemented, staffed and managed three 500+ seat contact center sites in Arizona, Nevada, and California. He possesses extensive first-hand knowledge and experience at all levels of contact center operations including front-line technical support agent, supervisor, team lead, reports analyst, contact center design, contact center manager, and operations director.
