Managing Gen Y in the Contact Center February 6, 2013 – 11:16am Managing Gen Y in the Contact Center By Greg Van Zandt, Senior Consultant, BenchmarkPortal Gen Y, which represents 58% of the contact center work force, has different work/life expectations and...
2012 Year in Review by Bruce Belfiore, CEO, BenchmarkPortal December 20, 2012 – 2:41pm One of the key words for 2012 was “multi.” There was a noticeable increase in interest in multi-channel benchmarking, to which we are responding with an expanded...
Workforce Management: How to understand and embrace advanced workforce management. January 12, 2011 – 2:58am Work Force Management: How to understand and embrace advanced workforce management. Date: January 12, 2011 Host: Bruce Belfiore, CEO of BenchmarkPortal...
Employee Morale: Ideas and Insights to Create an Outrageously Cool Culture January 5, 2011 – 3:56am Employee Morale: Ideas and Insights to Create an Outrageously Cool Culture Date: January 5, 2011 Host: Bruce Belfiore, CEO of BenchmarkPortal Guest: Kirk Weisler,...
Site selection: What does the research show are the key success factors? December 8, 2010 – 3:17am Site selection: What does the research show are the key success factors? Date: December 8, 2010 Host: Bruce Belfiore, CEO of BenchmarkPortal Guest: Kristin...
Hold Time and Transfers: The Balancing Act You Can Win November 10, 2010 – 3:05am Hold Time and Transfers: the balancing act you can win Date: November 10, 2010 Host: Bruce Belfiore, CEO of BenchmarkPortal Guest: Dayne Petersen, Call Center Expert Below is the...
Consumer and Agent Loyalty: 5 Questions You Need to Ask Yourself Before You Leave Work Tonight October 27, 2010 – 3:11am Consumer and Agent Loyalty: 5 Questions you need to ask yourself before you leave work tonight Date: October 27, 2010 Host: Bruce Belfiore,...
Outbound Calls: Challenges and solutions for both blended and dedicated centers. October 13, 2010 – 1:54am Outbound Calls: Challenges and solutions for both blended and dedicated centers. Date: October 13, 2010 Host: Bruce Belfiore, CEO of BenchmarkPortal Guest:...
Stop botching your incentive plans: Get the science behind the results September 29, 2010 – 3:33am Stop botching your incentive plans: Get the science behind the results Date: September 29, 2010 Host: Bruce Belfiore, CEO of BenchmarkPortal Guest: Dr. Brooks...
