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,...
CallTalk Caramels: Compensation Strategies For Agents and Supervisors April 16, 2014 – 12:15pm CallTalk is a monthly internet radio program featuring innovative managers and thought leaders in the customer contact field, interviewed by BenchmarkPortal CEO, Bruce...
CallTalk Caramels: How to Minimize After Call Work Time April 9, 2014 – 9:00am CallTalk is a monthly internet radio program featuring innovative managers and thought leaders in the customer contact field, interviewed by BenchmarkPortal CEO, Bruce Belfiore....
CallTalk Caramels: Reducing Abandon Rate March 17, 2014 – 12:19pm CallTalk is a monthly internet radio program featuring innovative managers and thought leaders in the customer contact field, interviewed by BenchmarkPortal CEO, Bruce Belfiore. “Caramels”...
CallTalk Caramels: Best Practices in Developing Your Caller Satisfaction Surveys March 5, 2014 – 1:39pm CallTalk is a monthly internet radio program featuring innovative managers and thought leaders in the customer contact field, interviewed by BenchmarkPortal...
CallTalk Caramels: Understanding Contact Center Dashboards February 26, 2014 – 11:08am CallTalk is a monthly internet radio program featuring innovative managers and thought leaders in the customer contact field, interviewed by BenchmarkPortal CEO, Bruce...
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...
CallTalk Caramels: Understanding E-mail Best Practices February 13, 2014 – 2:16pm CallTalk is a monthly internet radio program featuring innovative managers and thought leaders in the customer contact field, interviewed by BenchmarkPortal CEO, Bruce Belfiore....
CallTalk Caramels: Service Level Best Practices February 5, 2014 – 12:13pm CallTalk is a monthly internet radio program featuring the most innovative managers and thought leaders in the customer contact field, interviewed by BenchmarkPortal CEO, Bruce Belfiore....
CallTalk Caramels: Everything You Wanted to Know About First Call Resolution January 29, 2014 – 11:36am CallTalk is a monthly internet radio program featuring innovative managers and thought leaders in the customer contact field, interviewed by BenchmarkPortal...
