Participate in Ground-Breaking Research – 4 Different Research Initiatives. August 28, 2013 – 9:54am BenchmarkPortal has a long tradition of original research focused on the contact center sector. Twenty-six books, hundreds of white papers, case studies...
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...
Organizational Structure: Foundation for Contact Center Success August 20, 2013 – 10:40am We have all seen photographs of sinkholes that have swallowed buildings whole. Weak underpinnings can have tragic consequences; what you don’t see can really hurt you. In...
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,...
Workforce Management Advanced – CallTalk™ Caramels: Sweet Snippets from BenchmarkPortal’s Best CallTalk Episode July 6, 2013 – 11:00pm In today’s advanced contact center environment, Workforce Management (WFM) should not be thought of as only a process,...
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...
Quality Assurance Agents Love – CallTalk™ Caramels: Sweet Snippets from BenchmarkPortal’s Best CallTalk Episodes June 11, 2013 – 7:55am Quality Monitoring, traditionally seen by agents as the dreaded ‘Big Brother’ operation of a company, can be transformed...
Big Data Meets Recruiting – Economics 101 May 21, 2013 – 8:29am by Bruce Belfiore, CEO, BenchmarkPortal We hear a lot about “big data”, but what has it done for you? For all but the most advanced contact centers, the answer is “not much”…yet. However,...
WFM Analytics Demystified Session 1 of 2 – CallTalk™ Caramels: Sweet Snippets from BenchmarkPortal’s Best CallTalk Episodes August 14, 2013 – 12:56pm If you have been approaching Workforce Management (WFM) the same way for the last few years, you may be...
Employee Morale – CallTalk™ Caramels: Sweet Snippets from BenchmarkPortal’s Best CallTalk Episodes May 31, 2013 – 7:50am We all know that poor morale causes agent churn and that lack of positive leadership can contribute to these maladies. We may even...
