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...
CallTalk Caramels: At-Home Agents: How to Recruit, Train, Monitor and Motivate January 23, 2014 – 8:08am CallTalk is a monthly internet radio program featuring the most innovative managers and thought leaders in the customer contact field, interviewed by...
CallTalk Caramels: Dispelling Myths About Social Media January 15, 2014 – 5:12pm 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...
CallTalk Caramels: Balancing Life and Work: Managing and Motivating Agents in a Healthy Way January 13, 2014 – 5:12pm CallTalk is a monthly internet radio program featuring the most innovative managers and thought leaders in the customer contact field,...
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...
CallTalk Caramels: Beyond Benchmarking December 5, 2013 – 3:21pm 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. “Caramels”...
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...
CallTalk Caramels: Quality Assurance & Coaching for Success October 15, 2013 – 11:46am CallTalk is a monthly internet radio program featuring the most innovative managers and thought leaders in the customer contact field, interviewed by BenchmarkPortal CEO,...
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....
CallTalk Caramels: WFM Analytics Demystified Session 2 of 2 September 10, 2013 – 1:11pm CallTalk is a monthly internet radio program featuring the most innovative managers and thought leaders in the customer contact field, interviewed by BenchmarkPortal CEO...
