Voice of the Customer Steve Ellis will share five key steps to designing an effective Voice of the Customer program that focuses on the customer experience and drives continuous improvement throughout the organization. Guest Host Bio: Steve Ellis is Sr Director of...
Lemming or Leader – You Decide Air Date: Wednesday, April 17, 2013 – 8AM/PT Host: Bruce Belfiore, CEO & Senior Research Analyst, BenchmarkPortal Guest Speaker: Steve Riddell, COO, Blinds.com Season: 4, Episode Number: 8 Check out our CallTalk Archives...
Call Center Campus 2012 – Best Practices Roundup Air Date: Wednesday, December 19, 2012 – 8AM/PT Host: Bruce Belfiore, CEO & Senior Research Analyst, BenchmarkPortal Guest Speaker: Dee Buell Season: 4, Episode Number: 4 Check out our CallTalk Archives...
Service to Sales: Providing Strategic Organizational Value Discussion points: 1. Developing a strategic road map 2. Key strategies to excite your organization for change and growth 3. Importance of measuring results for success. Guest Host Bio: Russell Rossi is the...
Multi-Channel Management: Latest Learning On What To Measure & How “Call” centers are now “Contact” centers, with multiple channels a client can connect with you and your business. Special guest, David Raia, will be joining us as we examine this new world and...
Adding Sales to Your Customer Service Culture: How You Can Start Paying For Your Center in Three Months Join host Bruce Belfiore, CEO, and Susan Wolski – TXU Energy, as they discuss adding sales to your customer service culture. Transitioning a call center from a...
Government Call Centers: Simple Adjustments for Better Service Levels! Join host Bruce Belfiore, CEO, and Kimberly Parish Barrett, Director, Florida Abuse Hotline, Department of Children and Families, as they discuss government call centers. Bruce and Kimblerly will...
BenchmarkPortal’s New Multi-Channel Benchmark Survey Air Date: Wednesday, March 13, 2013 – 10AM/PT Host: Bruce Belfiore, CEO & Senior Research Analyst, BenchmarkPortal Guest Speaker: John Chatterley Season: 4, Episode Number: 7 Check out our CallTalk...
Workforce Management Meets Workforce Morale Air Date: Wednesday, February 13, 2013 – 8AM/PT Host: Bruce Belfiore, CEO & Senior Research Analyst, BenchmarkPortal Guest Speaker: Ed Poorbaugh, Manager Support Center Operations and Supplier Support, Sysco...
Employee Training…Getting The Most Bang For Your Buck? Air Date: Wednesday, January 23, 2013 – 8AM/PT Host: Bruce Belfiore, CEO & Senior Research Analyst, BenchmarkPortal Guest Speaker: Susan McDonald Osborn, Strategic Learning Specialist Season: 4,...
