In today's economy the call center industry is changing at an incredibly fast pace. Leading products today can be tomorrow's outdated products because of a new advancement in technology, new methodologies of production, or a significant shift in industry trends and thinking. As you manage your company's call center the need to stay up to date about industry information and trends, gather research for precise decisions, and be one step ahead with current information, you need BenchmarkPortal. Our call center reports provide current information on over 40+ unique industries that will help you stay informed, up to date, and ahead of the competition.

Please Visit Our Call Center Industry Reports

Since 1995, BenchmarkPortal has become the recognized industry leader for contact center benchmarking, contact center research and analysis of contact center topics. Much of our research and analysis is embodied in our One-Minute Survey™ Reports. Here you will find a constantly expanding library of 63 survey reports providing in-depth insights and findings on a wide array of contact center industry topics including:

• Contact Center Workforce Management
• Contact Center Agent Coaching & Monitoring
• Agent Recruiting, Hiring, Training and Coaching
• Cost/Benefits of At-Home / Virtual Agents
• Hosted vs. In-House Technology
• Key Performance Indicators for Voice, Email, & Chat contact channels
• IVR Automation & Utilization Trends
• Handling Foreign Language Calls
• Customer Satisfaction
• Research of Symbol Usage in Contact Centers
• Costs of Multi-Point vs. All-In-One Solutions
• and more ...

Please Visit Our Contact Center Surveys

These Contact Center White Papers represent a rich compilation of rigorous research and analysis conducted by Dr. Jon Anton, Professor and Director of Research at Purdue University's Center for Customer-Driven Quality, and other notable contact center industry professionals, addressing significant topics of importance that have emerged over the past decade within the Contact Center universe.

Each Contact Center White Paper is unsurpassed in the quality and depth of the investigative research undertaken, and rich in content, presenting detailed findings, interpretations, contact center best practices, and conclusions accompanied by an array of graphs, charts, tables, and illustrations that every contact center professional and analyst will find invaluable and enlightening. BenchmarkPortal also offers in depth Contact Center Industry Reports for over 40 industries.

Please Visit Our Contact Center White Papers

Only two centuries ago, early explorers (adventurous business executives of those bygone days) were guided primarily with a compass and celestial navigation using reference points like the North Star. Many current executives use our call center benchmarking tools as navigation for their call centers and combined with our books specifically focused on call center solutions, have found their way to higher returns on their investments.

Today's busy call center executive also needs guidance systems with just-in-time business intelligence to navigate through the challenges of locating, recruiting, keeping, and growing profitable customers and call centers. The BenchmarkPortal Book Store is a "must-have" library for all call center professionals with 24 books by Dr. Jon Anton and other well-known authors and Co.-authors providing a navigational system through practical, how-to-do-it books covering virtually every aspect of contact center operation for every modern day contact center business executive, manager, and supervisor.

Please Visit Our Call Center Books