Agent Satisfaction: How to measure it and how to manage it
Date: Mar 31, 2010
Host: Bruce Belfiore, CEO of BenchmarkPortal
Guest: Dayne Petersen, Call Center Expert
Below is the Recording of the show:

for more show recordings please visit www.calltalk.tv/Audioarchives or Calltalk archives in Benchmarkportal’s website

First call resolution revisited
Date: Mar 17, 2010
Host: Bruce Belfiore, CEO of BenchmarkPortal
Guest: Rosanne D’Ausilio, Ph.D., President - Human Technologies Global Inc
Below is the Recording of the show:

for more show recordings please visit www.calltalk.tv/Audioarchives or Calltalk archives in Benchmarkportal’s website

Bruce Belfiore
CEO/ Senior Research Executive
BenchmarkPortal
http://www.benchmarkportal.com

Bruce Belfiore will be the closing keynote speaker at the event “Benchmarking Your Way to Call Center Excellence: Find the Motivation and the Means!” which will take place the afternoon of March 10th 2010. This event will be held at the 1st Global Contact Forum in Mexico City on March 8th-10th.
The [...]

Developing agents who are more customer-centric
Date: March 3, 2010
Host: Bruce Belfiore, CEO of BenchmarkPortal
Guest: Rosanne D’Ausilio, Ph.D., President - Human Technologies Global Inc
Below is the Recording of the show:

for more show recordings please visit www.calltalk.tv/Audioarchives or Calltalk archives in Benchmarkportal’s website