Contact Center Articles

Articles & News

Managing Gen Y in the Contact Center

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 interests...

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Call Center Training

Call Center Training September 1, 2010 - 2:18am Call Center Training Date: September 1, 2010 Host: Bruce Belfiore, CEO of BenchmarkPortal Guest: Dayne Petersen, Call Center Expert Below is the Recording of the show: BenchmarkPortal, LLC 126 E. Constance Avenue Santa...

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At Home Agent

At Home Agent August 18, 2010 - 3:17am At Home Agent Date: August 18, 2010 Host: Bruce Belfiore, CEO of BenchmarkPortal Guest: Steve Silver, Consultant Below is the Recording of the show   BenchmarkPortal, LLC 126 E. Constance Avenue Santa Barbara, CA 93105 Phone:...

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Minute Manager by: Bruce Belfiore

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 bring...

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First Call Resolution Revisited

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 of the show:...

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Mastering Benchmarking

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The Impact of Technology on Contact Center Performance

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Best Practices in Quality Monitoring and Coaching

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The team of researchers from BenchmarkPortal and Purdue University's Center for Customer-Driven Quality have focused, once again, on your most vital resource: YOUR PEOPLE. Study Findings include: What are the impact factors in best practice companies, Workforce Optimization Cycle and Components, Forecasting and Scheduling Alternatives, Workforce Management Roles & Responsibilities, Workforce Management Metrics, and Developing Optimal Schedules.

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A Cost Comparison of All-in-One versus Multi-Point Solutions In the Contact Center Sector

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Combining Service Excellence with Profitability

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