Adherence: The Problems, The Policies, The Best Practices May 19, 2010 – 5:56am Adherence: the problems, the policies, the best practices Date: May 19, 2010 Host: Bruce Belfiore, CEO of BenchmarkPortal Guest: Erica Cockfield, Director of Atlanta Watershed Below...
Minute Manager by: Bruce Belfiore April 29, 2010 – 3:17am Keys To Success What should a new supervisor or manager do to be successful? There is a special excitement when someone becomes a new supervisor or manager. Channel that energy into the right things to...
Complaints: How 3% of calls can take 30% of your time – strategies to manage them April 14, 2010 – 3:11am Complaints: How 3% of calls can take 30% of your time – strategies to manage them Date: April 14, 2010 Host: Bruce Belfiore, CEO of...
Agent Satisfaction: How to measure it and how to manage it March 31, 2010 – 3:08am Agent Satisfaction: How to measure it and how to manage it Date: Mar 31, 2010 Host: Bruce Belfiore, CEO of BenchmarkPortal Guest: Dayne Petersen, Call Center Expert Below is the...
First Call Resolution Revisited March 17, 2010 – 3:02am First call resolution revisited Date: Mar 17, 2010 Host: Bruce Belfiore, CEO of BenchmarkPortal Guest: Rosanne D’Ausilio, Ph.D., President – Human Technologies Global Inc Below is the Recording...
CallTalk Show: Developing Agents Who Are More Customer-Centric March 3, 2010 – 6:11am Developing agents who are more customer-centric Date: March 3, 2010 Host: Bruce Belfiore, CEO of BenchmarkPortal Guest: Rosanne D’Ausilio, Ph.D., President – Human...
CallTalk show: Benchmarking made easy: How your metrics can be leveraged for optimum results February 17, 2010 – 4:13am Benchmarking made easy: How your metrics can be leveraged for optimum results Date: February 17, 2010 Host: Bruce Belfiore, CEO of...
CallTalk show: Compensation strategies for agents and supervisors February 3, 2010 – 4:09am Compensation strategies for agents and supervisors Date: February 3, 2010 Host: Bruce Belfiore, CEO of BenchmarkPortal Guest: Chad McDaniel, President of McDaniel...
