BenchmarkPortal Learning Channel
Featured Training Video
AUX Time
Managing Metrics Series
Agent Training Videos
8 Steps to Improving Active Listening
Agent Soft Skills Part V
5 Tips for Expressing Empathy Over the Phone
Agent Soft Skills Part II
Work At Home Agents:
The New Normal in a Pandemic (COVID-19) Era
Tone of Voice
Agent Soft Skills Part IV
7 Tips for Effective Communication
Agent Soft Skills Part I
Handling Angry Callers
Agent Soft Skills Part III
5 Key Plays to Great Call Performance
Agent Training Certification
Management Training Videos
#136 CALLTALK: Managing with COVID-19
BenchmarkPortal’s Town Hall
How to Run a Successful Quality Assurance Team: From Start to Finish
Generation Zoom: How to Succeed with your Gen Z Employees
Supervisors are the Key to every Contact Center
How’s the Air Up There? | Hard Lessons & Helpful Solutions: Contact Center Management Tips
How and Why Contact Center Benchmarking Works
Managing Metrics Series
Cost Per Contact
AUX Time
First Contact Resolution
Average Handle Time
Agent Occupancy & Utilization
Average Speed of Answer
Benchmarking Your Center
CallTalk™ Caramels
Emerging Best Practices for Training and Retaining in the “New Normal”
Contact Center Management Mastery Series
Mastering Agent Turnover
Mastering Agent Motivation
Mastering Training and Team Development
Mastering Contact Center KPI’s
