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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 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. More Information »
	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. More Information »
	Sean Vierling President As president of BenchmarkPortal, Sean has worked with many Fortune 500 companies that want to optimize call center operations. He is involved with benchmarking call centers, with arranging training (for directors, managers and agents) and with identifying initiatives that will enable call centers to be more efficient and cost-effective. More Information »
	Dayne Petersen CCDQ Certified Call Center Auditor, CCCE Lead 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. More Information »
	John Chatterley Research Director & Senior Specialist 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." More Information »
	Dru Phelps CCDQ Certified Call Center Auditor, CCCE Instructor, Author, Senior Consultant Dru Phelps has over 20 years of experience in the customer service industry and has been a Senior Consultant with BenchmarkPortal for over a decade. She has worked in many industry sectors and co-authored the book How to Conduct a Call Center Performance Audit: A to Z. She has appeared at numerous call center events as a speaker and workshop leader and is an instructor for the College of Call Center Excellence's Leadership Course. More Information »
	Jose (Joe) Perez CCDQ Certified Call Center Auditor, CCCE Instructor, Senior Consultant Mr. Perez is skilled at assessing the technology and human resources needs of call centers, and tailoring programs to successfully meet requirements in a variety of industries. Mr. Perez is experienced in managing multiple locations, data centers, NOCs, technical customer service call centers and help desks. Mr. Perez also specializes in problem identification and resolution, strategic project planning and management, and performance reporting. More Information »
	Dee Buell CCDQ 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. More Information »
	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. More Information »

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"The certification process is well worth the time and effort. Our management staff learned a great deal through the process and are putting those lessons learned into everyday practice. Our call center staff was energized by earning the Center of Excellence Certification. We all take a great deal of pride in this accomplishment and are eager to keep improving our customer service experiences."
John Harcourt, 2nd VP Client Servicing and Operations, Allied Solutions

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Topic:	Agent Adherence: Managing FMLA in the Contact Center Is your employee taking advantage of your medical leave policy or the Family Medical Leave Act?
Speakers:	Bruce Belfiore, CEO of BenchmarkPortal & Guest Speaker: Tina Honkus, VP of MetLife
Date:	Wed. Feb. 15, 2012 10am PT / 1pm ET 30-45 Minute Broadcast
CallTalk Radio