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BenchmarkPortal Store InformationCall Center Assessments- Call Center Assessments - Journey to Excellence
- Customer & Agent Satisfaction Assessments
- Call Center IVR Assessment
- Call Center Outsourcer Assessment
- Call Center Due Diligence
- iBenchmark
- Call Center Benchmarking Surveys
- Call Center Peer Group Benchmarking
- Outbound & Collections Call Center Benchmarking Surveys
- Top 100 Call Centers Contest & 17th Annual Call Center Benchmarking Study
- Call Center Certification
- Call Center Outsourcer Certification
- Certified Call Centers of Excellence
- Maximus Georgia Childcare and Parent Services
- EyeMed Vision Care
- Delta Dental of Virginia
- Panasonic Corporation of North America
- Teachers Credit Union
- PLATO Learning
- MESSA East Lansing-Based Member Service Center
- MetLife
- Maximus Massachusetts Health Benefits (MassHealth) Customer Service
- ARAG
- Allied Solutions
- American Electric Power
- Ameritas
- Blue Ocean
- Canon USA
- Church Mutual
- Citizens Energy Group
- Concordia Publishing
- Delta Dental of Arkansas
- GE Capital Fleet Services' U.S.
- Maximus Texas Eligibility Support Services
- OEConnection
- Proctor Financial
- McKesson Specialty Care Solutions
- Herbalife Mexico
- Sauder Woodworking
- Merrill Lynch
- McKesson Pharmacy Solutions
- New York Life - AARP
- Wolter Kluwer
- Telsk
- Farmers Insurance
- Delta Dental of WI
- ACS-Inc. E-Z Pass
- Allianz
- BNSF Railways
- Blue Cross Blue Shield of MA
- Broadview
- Caesars
- Duke Energy
- Harland
- Herbalife US
- Iowa Telecom
- LCA Vision
- McKesson Service First
- NTTA
- National City: Home Loans Mortgage Direct Banking Collections
- Otis Elevators
- Sento
- U.S. Coast Guard
- US Postal Service
- VESystems
- ZC Sterling
- Call Center Certification Case Study
- Call Center Industry Reports 12 KPI
- Call Center Industry Reports 22 KPI
- Worldwide Call Center Industry Reports
- BenchmarkPortal Store
- Call Center News and Press Releases
- 1st Global Contact Forum 14 Congreso Mexico 2010
- AB&C Group’s “Relationship” Call Centers Earn Certified Center of Excellence Designation from BenchmarkPortal, in conjunction with the Center for Customer-Driven Quality at Purdue University
- AEP press release
- AMA Unified Service Center Earns BenchmarkPortal Certification
- ARAG Earns Prestigious Center of Excellence Recognition from BenchmarkPortal for 3rd year
- ARAG RECOGNIZED AS CENTER OF EXCELLENCE FOR CUSTOMER SERVICE
- AVAYA International Predictive Dialer User Group
- Access Integrated Networks Earns Center of Excellence Certification from Purdue
- Accounting Help Desk Recognized by Purdue University's Center of Excellence
- Adherence: the problems, the policies, the best practices
- Agent Satisfaction: How to measure it and how to manage it
- Agent burnout: what's a manager to do? Tips and tales.
- Alliance Contact Services Awarded Certified Center of Excellence
- Alliance Data Call Centers Achieve 'Center of Excellence' Certification by Purdue University Affiliate for Fourth Consecutive Year
- Alliance Data Systems Earns prestigious Center of Excellence Recognition from BenchmarkPortal.
- Alliance Data Systems' Retail Call Centers Awarded "Best in Class" Certification by Purdue University Affiliate
- Allianz Life Receives Center of Excellence Award
- Ameritas Call Center Earns Designation as "World Class" through Certification from BenchmarkPortal
- Ameritas Earns Prestigious Center of Excellence Recognition from BenchmarkPortal
- Ameritas Group Call Center Certified as World Class for Third Consecutive Year
- Ameritas Group Call Center Earns Fourth-Consecutive Center of Excellence Certification from BenchmarkPortal
- Ameritas earns prestigious Center of Excellence Recognition from BenchmarkPortal
- Ameritas earns prestigious Center of Excellence Recognition from BenchmarkPortal
- Astute Solutions Partners with BenchmarkPortal
- At Home Agent
- Attendees To Glance Competitors' Performance At ATA 2001
- Aux time: what should it be used for?
- BNSF Railways Earns Prestigious Center of Excellence Recognition from BenchmarkPortal
- BNSF Railways Earns Prestigious Center of Excellence Recognition from BenchmarkPortal
- BenchmarkPortal Announces Partnership with CCNG
- BenchmarkPortal Honored with “Company to Watch” Award
- BenchmarkPortal Launches Call Center Certification Channel on TMCnet
- BenchmarkPortal Receives Patent for Online Benchmarking
- BenchmarkPortal Releases New Worldwide Industry Benchmark Reports
- BenchmarkPortal and Interactive Intelligence Report Shows How Contact Centers Can Protect Investments While Migrating to All-in-One Communications Software Suites
- BenchmarkPortal and Support Performance Unite Support Industry Best Practices Efforts
- BenchmarkPortal is sponsoring and speaking at the upcoming 2011 Loma Customer Service Conference
- BenchmarkPortal’s Best Practice Headset Study Just Released
- Blue Cross Blue Shield of Massachusetts Provider Call Center Named Call Center of Excellence
- Blue Ocean Contact Centers Earns Prestigious Center of Excellence Recognition from BenchmarkPortal
- Broadview Networks Customer Care Unit Named Center of Excellence
- CANON U.S.A. EARNS PRESTIGIOUS “CENTER OF EXCELLENCE” RECOGNITION FROM BENCHMARKPORTAL
- CB Richard Ellis’ Call Center Solutions Group’s Trobaugh and Seeley Co-author Report on Improving Call Center Performance
- Caesars Entertainment Contact Center Named "Best in Class"
- Call Center Training
- CallTalk show: After Call Work Time: How to minimize and still have great customer records
- CallTalk show: Benchmarking made easy: How your metrics can be leveraged for optimum results
- CallTalk show: Compensation strategies for agents and supervisors
- CallTalk show: Dashboards: What are best practices
- CallTalk show: Developing agents who are more customer-centric
- CallTalk show: Reducing Abandon Rate: Where to start, what to do.
- CallTalk show: Unlocking the mysteries of e-mail metrics: what are best practices standards
- Calltalk show: At-home Agents: the Pros, the Cons and the Advice
- Calltalk show: Beyond Benchmarking
- Calltalk show: First Call Resolution: How important? How to measure?
- Calltalk show: How current economic conditions are effecting Call Center
- Calltalk show: Optimizing customer satisfaction measurement
- Calltalk show: Service Level: Does the old 80/20 (80% of calls handled in 20 seconds) still apply to everyone?
- Calltalk show: The Customer's Criteria for Quality
- Calltalk show: Tips on How to Motivate/Manage your supervisors and agents
- Canon U.S.A. Earns BACK-TO-BACK "Center of Excellence" recognitioN from BENCHMARKPORTAL
- Church Mutual - Certified Center of Excellence
- Church Mutual Insurance Group Earns Prestigious Center of Excellence Recognition from BenchmarkPortal
- Citizens Earns Prestigious Center of Excellence Recognition from BenchmarkPortal
- Compensation strategies for agents and supervisors
- Complaints: How 3% of calls can take 30% of your time - strategies to manage them
- Concordia Publishing House Earns Prestigious Center of Excellence Recognition from BenchmarkPortal
- Concordia Publishing House Earns Prestigious Center of Excellence Recognition from BenchmarkPortal For 2nd Year
- Consumer and Agent Loyalty: 5 Questions you need to ask yourself before you leave work tonight
- Contact Professional magazine sponsors BenchmarkPortal’s new RealityCheck
- Customer Experience Benchmark from Convergys and BenchmarkPortal Enables Companies to Rank Contact Center Performance
- DELTA DENTAL OF VIRGINIA RECOGNIZED FOR EXCELLENCE IN CUSTOMER SERVICE
- Delta Dental Earns Prestigious Center of Excellence Recognition from BenchmarkPortal
- Delta Dental of Arkansas Earns Prestigious Center of Excellence Recognition From BenchmarkPortal For 2nd Consecutive Year
- Delta Dental of Wisconsin’s Call Center Earns BenchmarkPortal Certification
- Delta Dental's Call Center Earns BenchmarkPortal Certification
- Delta Dental's Call Center Earns BenchmarkPortal Certification
- Director of Purdue University’s Center for Customer-Driven Quality Leads First Ever Research on the Cost Savings and Productivity Gains Derived from Voice on the Web Service
- Dr. Jon Anton Launches Benchmark Study to Examine eCommerce and Call Center Efficiencies Using Web Voice Technology
- Duke Power's Customer Service Receives Industry Honors
- Employee Morale: Ideas and Insights to Create an Outrageously Cool Culture
- EyeMed Vision Care Call Center Earns Prestigious Center of Excellence Recognition from BenchmarkPortal
- EyeMed Vision Care Call Center Earns Second Consecutive Center of Excellence Recognition from BenchmarkPortal
- FPL's Customer Care Centers Earn Center of Excellence Certification from Purdue University
- Farmers Insurance Earns Prestigious Center of Excellence Recognition from BenchmarkPortal
- First call resolution revisited
- First of its kind benchmarking study uncovers major shortfalls in email customer service among small and medium-sized businesses
- GE Capital Fleet Services Earns Prestigious Center of Excellence Recognition from BenchmarkPorta
- GE Commercial Finance Fleet Services Awarded Center of Excellence Certification
- HDI Announces Breakthrough Internet-based Support Research
- Harland Customer Care Centers Named "Centers of Excellence" - Atlanta and Salt Lake City Facilities Recognized by BenchmarkPortal and Purdue University
- HerbaLife’s Mexico Call Center Earns Prestigious Center of Excellence Recognition from BenchmarkPortal
- Herbalife US Call Center Earns Certification from BenchmarkPortal
- Hold Time and Transfers: the balancing act you can win
- Iowa Telecom First Midwest Telephone Company Nationally, First Company in Iowa, to Receive Award Through Purdue University Program
- Jan Van Der Reis interview with Bruce Belfiore Discussing Call Center Benchmarking Conference
- LCA-Vision’s Call Center Receives “Center of Excellence” Award
- Landmark eService Study of Major North American Companies Finds that a Stunning 41% Did Not Respond to Emails with High-Value Purchase Intent
- Learn How To Benchmark Your Call Center
- Level 8 Systems Appoints New Board Member
- LifeCare Call Center Earns Certification from BenchmarkPortal
- Lourdes Adame's Interview with Bruce Belfiore from BenchmarkPortal Discussing Call Center Benchmarking
- MAXIMUS Call Center Recognized for Exceptional Performance
- MAXIMUS RECOGNIZED FOR CALL CENTER EXCELLENCE IN GEORGIA
- MAXIMUS RECOGNIZED FOR OUTSTANDING CALL CENTER OPERATIONS
- MESSA Earns Prestigious Center of Excellence Recognition from BenchmarkPortal
- MESSA Receives National Recognition for Best Practices in Providing Efficient, Cost-Effective Customer Service
- Maximus Awarded “Center of Excellence” Certification From Purdue University’s Center for Customer-Driven Quality
- Maximus Earns Prestigious Center of Excellence Recognition from BenchmarkPortal
- Maximus Georgia families project recognized again for excellent Call Center operations
- McKesson Pharmacy Systems Earns Certification under the Industry Grouping, "Level One Technical Support" for second consecutive year!
- McKesson Pharmacy Systems Earns Prestigious Center of Excellence Recognition from BenchmarkPortal
- McKesson ServiceFirst Receives Prestigious “Center of Excellence” Certification from Purdue University’s Center for Customer-Driven Quality
- McKesson Specialty Care Solutions Center Earns Prestigious Center of Excellence Recognition from BenchmarkPortal
- McKesson Specialty’s Call Center Certified as Center of Excellence by Purdue University and BenchmarkPortal
- Merrill Lynch Call Centers Earn Certification from BenchmarkPortal
- Merrill Lynch Call Centers Earn Certification from BenchmarkPortal
- Merrill Lynch Call Centers Earn Certification from Purdue University's BenchmarkPortal
- Merrill Lynch Call Centers Earn Certification from Purdue University’s BenchmarkPortal
- Merrill Lynch Call Centers awarded “ Call Center of Excellence” for fourth consecutive year!
- Merrill Lynch earns 5th prestigious Center of Excellence from BenchmarkPortal
- Messa - Best in class cost effective Customer Service Five Consecutive Years Feb 2011
- MetLife Earns Prestigious Center of Excellence Recognition from BenchmarkPortal
- MetLife Honored for the Fifth Consecutive Year with Industry-wide Center of Excellence Certification
- MetLife Honored with Sixth Consecutive, Industry-wide “Center of Excellence” Certification for Customer-Driven Quality
- MetLife’s Customer Response Center Again Recognized for World-Class
- MetLife’s Customer Sales & Service Group Honored for the Fourth Consecutive Year with the Center of Excellence Certification
- Microsoft Customer Central Receives Quality Performance Recognition
- Minute Manager by: Bruce Belfiore
- NTTA Customer Service Call Center Earns National Certification
- National City Consumer Loan Services Earns Certification from BenchmarkPortal
- National City Direct Banking Named "Certified Center of Excellence"
- National City Home Loan Services Customer Service Call Center Named “Center of Excellence”
- National City Mortgage Customer Call Center Named "Best in Class"
- New Book by CRM Guru Dr. Jon Anton
- New York Life Earns Prestigious Center of Excellence Recognition from BenchmarkPortal for 6th year
- New York’s E-ZPass Customer Service Center Recognized for World-Class Customer Service
- New online meeting software.
- OECONNECTION’S CUSTOMER CARE TEAM EARNS BENCHMARKPORTAL CERTIFICATION
- OEConnection Earns Prestigious Center of Excellence Recognition from BenchmarkPortal
- OTISLINE earns “Center of Excellence” distinction
- Offshore Company Call Centers a Concern to U.S. Consumers
- Otis Worldwide Earns Prestigious Center of Excellence Recognition from BenchmarkPortal
- Outbound Calls: Challenges and solutions for both blended and dedicated centers.
- Outsourcing: Which communications should you consider trusting to a partner?
- Ovid Technical Support Team Receives “Certification of Excellence” from Customer Service Expert BenchmarkPortal
- PLATO Learning Earns Prestigious Center of Excellence Recognition from BenchmarkPortal
- Purdue University Certifies The Toll Roads’ Call Center
- Purdue University Researchers Conduct Study On Web-based Customer Service That Seamlessly Connects Customers To The Call Center Over The Internet While On A Company’s Web Site
- STI Knowledge Adds Support Industry Icon to its Leadership Team
- STI Knowledge Partners with BenchmarkPortal to Certify Contact Centers as “Centers of Excellence”
- Sauder Woodworking Company Earns Prestigious Center of Excellence Recognition from BenchmarkPortal for 5th Consecutive year
- Sauder Woodworking Earns Prestigious Center of Excellence Recognition from BenchmarkPortal
- Sauder Woodworking Earns Prestigious Center of Excellence Recognition from BenchmarkPortal
- Sauder Woodworking Earns Prestigious Center of Excellence Recognition from BenchmarkPortal
- Sento Contact Center Achieves “Excellence” Status
- Site selection: What does the research show are the key success factors?
- Social media and the call center: Where are we headed?
- South American Call Center Benchmarking Program
- Stop botching your incentive plans: Get the science behind the results
- TEACHERS CREDIT UNION ANNOUNCES NATIONAL RECOGNITION AWARD
- TELUS and BenchmarkPortal Renew Exclusive Partnership
- Taking a fresh look at your Center: Big and small changes that can make a difference
- Team Meetings- Why Your Call Center Needs Them & How Your Employees Will Benefit
- Telsk Earns Prestigious Center of Excellence Recognition from BenchmarkPortal
- The Anton Press Publishes its 20th Book
- The Anton Press Releases Customer Service and the Human Experience
- The Business Case for First Call Resolution
- The Center for Customer-Driven Quality at Purdue University has Conducted a Speech Recognition Best Practice Study Sponsored by Edify
- USCG Operations Systems Center Received Center of Excellence Award
- Witness Systems and BenchmarkPortal Announce Exclusive Partnership
- Wolters Kluwer Earns Prestigious Center of Excellence Recognition from BenchmarkPortal
- Work Force Management: How to understand and embrace advanced workforce management.
- Workforce Optimization: Analytics Demystified -- Employee Focus (Session 1 of 2)
- ZC Sterling Call Centers Earn “Center of Excellence” Certification for Second Year
- “Center of Excellence” Award for Providing Outstanding Member Service Underscores MESSA’s Business Model and Practices
- CallTalk Online Radio Show
- CallTalk Archive
- Adherence
- After Call Work Time
- Agent Burnout
- Agent Development
- At-Home Agent 2
- At-Home Agent Concept
- At-Home Agents
- Auxiliary Time
- BMP Christmas Special
- Benchmarking Made Easy
- Beyond Benchmarking
- Call Center Training
- Compensation Strategies 2
- Compensation Strategies
- Customer Satisfaction
- Customer Satisfaction Measurement
- Customer and Agent Loyalty
- Customers Criteria For Quality
- Dashboard Best Practices
- Email Metrics Best Practices
- Employee Incentive Tips
- Employee Incentives
- Employee Morale
- First Call Resolution
- First Call Resolution Revisited
- Fresh Look At Your Center
- Hold Time and Transfers
- How Economic Conditions are Effecting Call Centers
- IVR and Agents
- Live Broadcast from Call Center Campus 2011
- Managing Complaints
- Motivation and Manage Employees
- Optimal IVR Call Flow Design
- Outbound Calls
- Outsourcing
- Quality Assurance Agents Love
- Quality Assurance Coaching
- Reduce Abondon Rate
- Service Level
- Site Selection
- Social Media and the Call Center
- Team Meetings
- Test Show
- Time Management
- Voice User Interface and the Latino Caller
- Workforce Management
- Workforce Management Advanced
- Workforce Optimization Analytics 2
- Workforce Optimization Analytics
- CallTalk Listen Live
- CallTalk Schedule
- CallTalk Archive
- Call Center Videos
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- About BenchmarkPortal
- Team
- Bruce Belfiore, CEO & Senior Research Executive
- David Raia, Research Analyst
- Dayne Petersen, CCDQ Certified Call Center Auditor, CCCE Lead Instructor, Senior Consultant
- Dee Buell, CCDQ Certified Call Center Auditor, Senior Consultant
- Dr. Jon Anton, Founder
- Dru Phelps, CCDQ Certified Call Center Auditor, CCCE Instructor, Author, Senior Consultant
- John Chatterley, Research Director & Senior Specialist
- Jose (Joe) Perez, CCDQ Certified Call Center Auditor, CCCE Instructor, Senior Consultant
- Sean Vierling, President
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