Meet Your BenchmarkPortal Experts!
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. Bruce is also the Chancellor 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. Bruce can be reached at email@example.com Phone: 805.331.6336
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. She has experience in building a Quality Management System that uses Agent performance metrics, Customer Satisfaction analysis, and Customer Relationship Management (CRM) data to drive an effective and efficient customer experience. She managed the Quality and Training Teams for a large Insurance company with a staff of 1200+ agents, both in-house and outsourced. The Training team supported 17 different call groups in 6 sites across the US, and 3 sites off-shore. Customized training curriculum, online training tools, and virtual technology were used to insure consistency in the virtual call center environment. Prior to joining BenchmarkPortal, Dee was the Quality/Training Manager, Customer Sales and Service Group, for MetLife. Dee can be reached at firstname.lastname@example.org Phone: 800.214.8929 Ext. 24
Tom Carolan, Business Growth Specialist
Creative, innovative, results-oriented Entrepreneur with over 20 years hands-on experience building successful business and sales & marketing programs. Consistently ranks among the top ranked sales & marketing professionals worldwide on LinkedIn people searches. By leading with vision, motivation, and an energetic determination, has demonstrated success by dramatically increasing revenue and profit gains. Creator of the highest quality sales and marketing strategies, propelling business growth while increasing client satisfaction and retention. Tom can be reached at TomCarolan@BenchmarkPortal.com Phone: 800.214.8929 Ext. 32.
Brian Carrington, Sales 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. Brian enjoys the challenge of working with so many different industries and, even more, the contact center people who keep them running. “Building relationships with clients is the most important part of my job, and I am truly amazed at the caliber of people I meet and work with every day. The contact center space is not an easy one to work in; I admire the experience, perseverance, and level of dedication of managers in this business. Identifying improvement initiatives and encouraging change is what we do, and when managers invite our intervention and improve their performance, my respect for them grows even greater.” Brian can be reached at Brian@BenchmarkPortal.com Phone: 800.214.8929 Ext. 13
John Chatterley, Director, Research and Analysis
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. John can be reached at email@example.com Phone 800.214.8929 Ext. 19
Adam Cincoski, Senior CCCE Instructor
Adam Cincoski is a Workforce Manager Instructor for BenchmarkPortal and the College of Call Center Excellence. Adam has managed contact centers in the United States as well as launching and managing a multi-lingual center in Amsterdam, Holland. He has also provided consultative services to contact centers in the US, Canada and Australia. At Carlson Companies as Director of Workforce Management, he led the implementation of the software solution and the ongoing operation of workforce management and practices in 2 divisions and 6 contact centers where he received 2 awards for innovative workforce practices from one of the major software providers. His team was also instrumental in 2 centers being certified as compliant with the rigorous COPC-2000® standards for workforce management. Adam is currently the executive leader of Workforce Management practice for a division of the United Health Group. Adam graduated from St. Cloud State University with a BA in Business Economics.
Mark Coudray, Subject Matter Expert
His professional activities involve the strategic planning, direction, and transition for companies moving from an analog marketing delivery model to a digital model. This includes the evolving changes to how goods and services are marketed, sold and delivered, as well as the analytics and metrics for how performance is measured. Mark is actively involved in the R&D of sales, marketing, and analytically driven social media technologies as well as the implementation into commercial environments. His R&D efforts have evolved over the past 5 years to include the transition from analog marketing to digital marketing systems. This is the third round of digital disruption within the communications industry, and the forces and drivers for this disruption have now spread to all businesses. Segments served include health, retail, entertainment, education, and industrial/manufacturing. Prior to his current activities, Mark focused on developing and implementing digital technologies for the specialty printing industry. He is well known as a leader and strategist for industries disrupted by digital technologies. His work has been published globally in more than 400 articles, papers, and columns. Mark’s columns have appeared continuously in multiple industry publications for more than 25 years. He has worked with client companies in 41 countries. His implementations, products, and services are offered in the areas of digital workflow design, consulting services, software development, technical seminars, workshops, technical assessment, and expert witness testimony. Mark received a BS degree in Graphic Communications in 1977 from California Polytechnic University, San Luis Obispo, California. He graduated Summa Cum Laude. Mark can be reached at MarkCoudray@BenchmarkPortal.com Phone: 800.214.8929 Ext. 33
Andrea Dodd, Senior Learning Strategist
Andrea Dodd is BenchmarkPortal’s Senior Learning Strategist. With over 30 years of experience as a skilled Learning and Development professional, Andrea’s focus is on effectively identifying and transforming business needs and strategic objectives into blended learning solutions that inspire and engage learners. She is well known for leading teams, mentoring those new to the process, and producing deliverables that go beyond what the client expects. Andrea’s wide range of experience includes designing and developing curricula for hi-tech, utilities, advertising, call centers, food service, healthcare, telecommunications, universities, and insurance and financial industries. She is a seasoned trainer in soft skills, leadership and management, strategic planning, applications, and sales. She has conducted performance analysis, needs assessments, and gap analysis to target areas for performance improvement from entry-level to the C-suite. Additionally, Andrea has created and designed conceptual frameworks and infrastructures with learning and development paths, assessments, and evaluation strategies to facilitate alignment with strategic objectives, promote organizational goals, and address competitive advantage. With expertise in hiring and employee development, Andrea has presented “Slaying Recruiting and Retention Dragons” at the International Foodservice Distributors Association Conference, in Pittsburg, PA, and “Why Create A Training Program When a Job Aid Will Do” to Cal/EPA Training Institute Conference in Sacramento CA. She is also the author of “Team Talk” a communication workshop. Her project client list includes Hewlett-Packard, British Petroleum, Fidelity National Title, Sun Microsystems, Southern California Edison, San Jose State University, California Conservation Corps, and Habitat for Humanity to name a few. Andrea’s most satisfying experiences include enabling people and businesses to “fish for themselves” by the end of a consulting engagement. Andrea may be reached at: firstname.lastname@example.org
William (Bill) Durr, Subject Matter Expert
Bill is an industry veteran and has held a variety of sales, marketing and management roles for major contact center vendors and worked as a consultant for centers challenged with meeting their performance objectives. With more than 30 years in the market, he has practical experience with most contact center technologies and the technology segments that comprise workforce optimization, including workforce management.
An author of numerous articles and whitepapers on contact center technology and management, he also has published four books: Building a World-Class Inbound Call Center, focused on a management process for call centers that drives productivity and quality; Navigating the Customer Contact Center in the 21st Century, clarified technologies used in multimedia centers and updated management processes that include email and Web support metrics; Customer Centricity Through Workforce Optimization, focused on how to transform the workforce, maximize a contact center’s most value resources – its people – and propel center performance to the next level; and Analytical Workforce Optimization Demystified, focused upon how WFM and Quality Management are changing because of Analytics which provide powerful lenses through which management can improve the performance of the workforce and understand what customers want from organizations.
Bill works with customers to realize full value from their solutions and is a frequent speaker at industry events, where he discusses topics of interest to the contact center industry. Recurring themes explore employee engagement, managing for productivity and quality, and the external forces driving contact center evolution and customer-centric approaches to sales and service.
Michael Feinberg, Relationship Manager
Phone: 800.214.8929 Ext. 17
Laura Jordan, Executive Services Manager
Dayne Peterson, Certified Call Center Auditor, CCCE Senior Instructor, Senior Consultant
Dayne is the Lead Instructor for the College of Call Center Excellence (CCCE). The BenchmarkPortal College offers call center training courses that lead to professional certification. All courses cover the key challenges needed to successfully elevate the client contact center to new levels of excellence standards. CCCE delivers training and workshops on-line and in a traditional classroom to hundreds of Call Center Professionals each year. Dayne 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. Dayne is also the Senior Consultant with Minnesota-based Call Center Solutions and is a Purdue University certified Call center auditor with experience in all areas of Call center operations. As Director of Call Center Operations, for a large international hospitality company, she acted as the internal “best practice and benchmarking consultant,” leading the Gallup employee satisfaction surveys, introducing Six Sigma for call center process improvement and design, and implementing multi-media in the Call center. Dayne also spent several years with AT&T Solutions where she consulted with many of the Fortune 100 companies, focusing on call center technologies, particularly network services, intelligent call processing, IVR and ACD solutions. She focuses on driving results through the fine-tuning of people, process and technology. Dayne graduated from Minnesota State University and has completed graduate level courses in various business disciplines. Dayne can be reached at email@example.com Phone: 800.214.8929 Ext. 20
Jose (Joe) Perez, Certified Call Center Auditor, Dean of the College of Call Center Excellence, Senior Consultant
Jose (Joe) Perez, CCCM, has over 30 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. Mr. Perez is skilled at assessing companies and their clients’ needs, and tailoring programs to successfully meet those requirements in a variety of industries. Mr. Perez is experienced in managing multiple locations, Data Centers, NOCs, Technical Call Centers and Help Desks. Mr. Perez also specializes in strategic project planning and management, performance reporting, as well as problem identification and resolution. Mr. Perez excels in Customer Satisfaction by maintaining a balanced relationship between technology, customer services and employees’ satisfaction. Mr. Perez is fluent in Spanish and English. Prior to joining BenchmarkPortal, Mr. Perez was the Director of Operations, Technical Support Group, for a large communications company in NY with a staff of over 900 customer services representatives. Currently, Mr. Perez is a Certified Call Center Auditor and Senior Consultant for BenchmarkPortal. He is also the Dean of the College of Call Center Excellence and it’s Senior Instructor. Joe can be reached at firstname.lastname@example.org Phone: 800.214.8929 Ext. 22
Larry Pfeifer, Relationship Manager
Larry is a full-spectrum software business development and relationship professional, with a technical background and extensive experience helping companies achieve their operational and financial objectives. For over 20 years, he has sold software products and related services to companies large and small, including tier-1 telecom equipment providers. He is familiar with voice processing software used in VoIP applications and used in call center phone systems, which include functionality such as answer detection. He is focused on fostering long-term beneficial relationships both with clients and with partners worldwide.
Larry holds BSEE, MSEE, Ph.D. (EE/CS) and MBA degrees.
Alan Pottkotter, Director of Information Technology
Alan Pottkotter is the Director of Information Technology for BenchmarkPortal. He is responsible for database automation for BenchmarkPortal’s large database of contact center metrics. He is also in charge of the design of all electronic reports for the company’s benchmarking and other reports. Alan works with BenchmarkPortal’s partners on all technology issues and assists clients with issues involving BenchmarkPortal’s product delivery technology. He majored in Computer Network Engineering at Santa Barbara City College.
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. He has successfully delivered People,Process and Technology Improvement projects for Contact Center functions that include: Sales and Service, Credit and Collections, Campaign Management and CRM Strategies and Tactics. He and his project teams have met or exceeded Business Case commitments in each completed engagement. His areas of expertise include Virtual Consolidations, Market Segmentation, Contact Management, Quality Assurance, Agent and Supervisor Training, Reporting and Performance Management and related workforce optimization. Mr. Raia has been a featured speaker on many of these topics at a variety of national Contact Center and Management Seminars. Prior to focusing exclusively on Contact Center Consulting, David enjoyed a successful career in the telecommunications industry; holding a variety of line and staff mid and senior management and executive positions in Sales, Service, Training Development and Delivery, Financial Management and Strategic Planning. In his last AT&T assignment, he was the General Manager of a 1,500 seat multi-functional National Sales and Service Assistance Center. He was accountable for the National Service Delivery quality and effective Financial Management of his organization. David can be reached at email@example.com Phone: 800-214-8929 Ext. 27
Crystal Robertson, Director of Marketing and The College of Call Center Excellence
As Director of Marketing & BenchmarkPortal’s College of Call Center Excellence, Crystal has worked with many Fortune 500 companies since she began working with the team in 2010. Crystal has helped BenchmarkPortal grow and develop new programs such as the Annual Call Center Campus Week and the Top 100 Call Center Contest. Crystal arranges and manages call center trainings around the country throughout the year for the College of Call Center Excellence. She is responsible for developing, managing and marketing the college, as well as marketing for the other aspects of the company’s operations. Crystal is involved with everything from the web design and management, marketing call center certifications, email marketing, social media and advertising campaigns. Crystal is also the event planner for BenchmarkPortal and helps organize all the events that BenchmarkPortal attends throughout the year. Crystal graduated from the Interior Designers Institute with a Bachelors degree in interior design with an emphasis in architecture. Prior to working at BenchmarkPortal, Crystal spent over 10 years in restaurant and hotel management. Crystal managed teams upwards of 80 employees, while leading different restaurant & hotel special events, website management, advertisements, email and social media campaigns. Crystal has been involved in web design and marketing for over 15 years. She loves the creative aspect of any company and enjoys bringing design and organization to companies. Crystal can be reached at Crystal@BenchmarkPortal.com
Ron Rose, Relationship Manager
Phone: 800.214.8929 Ext. 26
Chris Tomsa, Senior Consultant
Christopher Tomsa is a Senior Consultant with BenchmarkPortal and an instructor with the College of Call Center Excellence. Previous to joining BenchmarkPortal, Chris was Director of Client services with over 20 years experience directing and managing all operational aspects of an award-winning call center.
He led the design of an innovative customer relationship management system that provides scripted pathways for service representatives, which reduced scripting errors from 20% to nearly zero, and training time by 25%. Chris has direct experience designing and implementing programs involving core training and testing, service level improvement, call evaluation, coaching, and performance incentives.
Chris received his Manager Certification from BenchmarkPortal and is skilled at call center forecasting and scheduling, handling difficult customers, and process improvement. He brings experience in team building and motivation, as well as customer centricity programs. The call center he managed received the BenchmarkPortal Top 10 Call Center Award as well as a Gold Stevie Customer Service Department of the Year award for three years in a row, as well as other honors.
Chris is active in consulting for nonprofit youth music and band programs. He can be reached at ChrisTomsa@BenchmarkPortal.com
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. He started the benchmarking database which is now managed by BenchmarkPortal. During his career in our industry, Dr. Jon authored the following monthly publications: “The Purdue Page” in Call Center Magazine, “Dr. Jon’s Benchmarks” in Call Center News, “Dr. Jon’s Industry Statistics” in Customer Interface Magazine, and “Dr. Jon’s Business Intelligence” in the Call Center Manager’s Report. In August of 1996, Call Center Magazine honored Dr. Jon by selecting him as an Original Pioneer of the emerging call center industry. In October of 2000, Dr. Jon was named to the Call Center Hall of Fame. In January of 2001, Dr. Jon was selected for the industry’s “Leaders and Legends” Award by Help Desk 2000. Dr. Jon published 146 papers on customer service in industry journals. In 1997, one of his papers on self-service was awarded the best article of the year by Customer Relationship Management Magazine. Dr. Jon has published many professional books:
- Coaching Call Center Agents
- Interpreting the Voice of the Customer
- Defining Customer Care
- Contact Center Management by the Numbers
- Listening to the Voice of the Customer
- Minimizing Agent Turnover
- Speech Enabled IVR Customer Service
- From Cost to Profit Center: How Technology Enables the Difference
- Managing Web-Based Customer Experiences: Self-service Integrated with Assisted Service
- Customer Service and the Human Experience: We, the People, Make a Difference
- Customer Service at a Crossroads: What You Do Next to Improve Performance Will Determine Your Company´s Destiny
- Offshore Outsourcing Opportunities
- Optimizing Outbound Calling: The Strategic Use of Predictive Dialers
- Customer Relationship Management Technology: Building the Infrastructure for Customer Collaboration
- Customer Obsession: Your Roadmap to Profitable CRM
- Integrating People with Process and Technology
- Selecting a Teleservices Partner
- How to Conduct a Call Center Performance Audit: A to Z
- 20:20 CRM A Visionary Insight into Unique Customer Contact
- e-Business Customer Service
- Customer Relationship Management, The Bottom Line to Optimizing Your ROI
- Call Center Performance Enhancement Using Simulation and Modeling
- Call Center Benchmarking: How Good is “Good Enough”
- Contact Center Management by the Numbers
- CRM: Making Hard Decisions with Soft Numbers
- Inbound Customer Contact Center Design
- Computer-Assisted Learning
Dr. Jon’s formal education was in technology, including a Doctorate of Science and a Master of Science from Harvard University, a Master of Science from the University of Connecticut, and a Bachelor of Science from the University of Notre Dame. He also completed a three-summer intensive Executive Education program in Business at the Graduate School of Business at Stanford University.
Sales Team - Relationship Managers
Brian Carrington – Sales Manager
Phone: 800.214.8929 Ext. 13
Phone: 800.214.8929 Ext. 33
Phone: 800.214.8929 Ext. 17
Phone: 800.214.8929 Ext. 18
Phone: 800.214.8929 Ext. 35
Phone: 800.214.8929 Ext. 26
Call Center Certified Auditors & Training Instructors
Phone: 800.214.8929 Ext. 24
Phone: 800.214.8929 Ext. 33
Phone: 800.214.8929 Ext. 33
Phone: 800-214-8929 Ext. 15
Phone: 800-214-8929 Ext. 16
Phone: 800.214.8929 Ext. 20
Phone: 800.214.8929 Ext. 22
Phone: 800-214-8929 Ext. 27
Phone: 800-214-8929 Ext. 21