Contact Center Economics 101: Nobel Prize for Economics – The Link Between Customer Contact and Economic Growth October 21, 2014 – 3:04pm By Bruce Belfiore, Senior Research Executive and CEO, BenchmarkPortal Ok. Here’s my bid for a Nobel. One of the...
Contact Center Economics 101: First Call Resolution – It’s Not Only a Quality Metric April 28, 2014 – 8:10am By Bruce Belfiore, Senior Research Executive and CEO, BenchmarkPortal I consider First Call Resolution (FCR) the “magic metric” for call centers,...
Contact Center Economics 101: Leveraging Your International “Sibling Centers” for Fun and Profit February 25, 2014 – 1:37pm By Bruce Belfiore, Senior Research Executive and CEO, BenchmarkPortal More and more contact centers are part of multi-national...
Contact Center Economics 101: Balancing Information Security and Customer Needs January 23, 2014 – 8:33am By Bruce Belfiore and Tony Grimshaw Security breaches in the contact center environment can be enormously expensive and damaging, so it is worth real money...
Contact Center Economics 101: Say What? Optimizing Your Language Interpretation Capabilities December 13, 2013 – 2:28pm By Bruce Belfiore, Senior Research Executive and CEO, BenchmarkPortal You may have seen the clever ad about the young German Coast Guard...
Contact Center Economics 101: Prince Charles and AHT November 11, 2013 – 2:48pm By Bruce Belfiore, Senior Research Executive and CEO, BenchmarkPortal “If you chuck away too many things, you end up discovering there was value in them.” This quote from a Time...
Contact Center Economics 101: OMG Text To Collect LOL!!! September 26, 2013 – 8:59am By Bruce Belfiore, Senior Research Executive and CEO, BenchmarkPortal Mobile is seen as a big challenge by most of the contact center industry – – and rightly so....
Contact Center Economics 101: When WFM Means Workforce Manna August 26, 2013 – 4:02pm By Bruce Belfiore, Senior Research Executive and CEO, BenchmarkPortal There are literally thousands of contact centers that are on (or over) the cusp of needing advanced...
Contact Center Economics 101: What is Your Cost of Turnover? and why you should know it July 22, 2013 – 10:00pm By Bruce Belfiore, CEO, BenchmarkPortal Do you know what your true cost of turnover is? When I ask this question to groups of call center managers,...
Staffing Smart = Bucks to the Bottom Line – Economics 101 June 23, 2013 – 10:00pm by Bruce Belfiore, CEO, BenchmarkPortal Do you know what your average cost per call is? If not, you should make the effort to compute it. It is a key metric because important...
