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Featured Product: Industry Reports

Our Industry Reports have been upgraded and expanded with additional content for 2016, including multi-year trending information for key metrics.

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Our Industry Benchmark Reports contain information drawn from BenchmarkPortal’s flagship survey, which is the acknowledged industry standard for contact center benchmarking.

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Our Worldwide Industry Benchmark Reports contain contact center data broken out for three global regions – The Americas, EMEA (Europe, Middle East, Africa), and Asia-Pacific.

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The BenchmarkPortal Book Store is a “must-have” library for all call center professionals. BenchmarkPortal publications provide how-to-do-it books covering virtually every aspect of contact center operation.

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What Our Customers are Saying

“BenchmarkPortal’s Call Center Symposium is an excellent event! The content shared covers tried-and-true as well as tried-and-failed solution discussion opportunities for problems unique to the contact center industry. The forum allows participants to network, share ideas, and walk away with immediately applicable actions they can take back to their teams to begin making positive impacts. It’s always a pleasure to attend this event and meet with other contact center professionals who really “get” it!”

Mindy Lamb

Director, Call Operating Effectiveness , Cigna

“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

“This experience has not only inspired me, but it has given me the tools to succeed and be a better strategic leader.”

Paul Detmar

Customer Experience Center (CEC), TrialCard

“It was an eye opener for them when they learned that their voice is everything” (70% tone of voice vs 30% words.)

“They really liked the topic on “handling difficult callers.” They learned how they can “apologize without guilt.”

“They were fascinated by the information received on the open ended/closed ended (customer survey) questions and how…to deal with talkative members.”

Tanya Nguyen

Member Services Director, Santa Clara Family Health Plan

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