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Certified Center of Excellence Certification and Assessments Testimonials
“Benchmark Portal provided us with invaluable insights on our Customer Service Center operations for the past years.
The depth of expertise of the auditors and the variety of metrics used make it a worthwhile investment! ”
Cedric Bourgoin – CEO, Egis Projects Canada

“BenchmarkPortal is a great company that not only looks at the metrics for certification but they work with us on ways to improve our metrics throughout the year.” MESSA

“If you want to grow as a leader in the field of Call Centers or simply improve the performance of your Call Center BenchmarkPortal is the WAY to GO! In six years we have improved our performance, cost, and satisfaction. Basically…We Got Better!“ MAXIMUS GA Human Services – (Child Care and Parent Services)

“ZoomSupport really appreciated working with BenchmarkPortal – a team of professionals that really know what they are doing. We were pleased to find that BenchmarkPortal treats its clients at the highest level and with an individual approach. A special thanks for the flexibility and support that BenchmarkPortal has shown, which really helped us to accomplish the certification process within the shortest time frame. It has been a great journey!” ZoomSupport

“The BenchmarkPortal team is always professional, responsive and informative! It is obvious that the team is experienced in the contact center industry as we work through the audit and during the presentation of the executive report.” American Electric Power

“Becoming a Call Center of Excellence can be a game changer for businesses. Fighting to keep customers in today’s economy is paramount to most companies and the Center of Excellence distinction has helped drive us to that end result. Going through this process yearly continues to challenge us to improve processes and service levels. The detailed process that Benchmarkportal provides in comparing our data with a large peer group is unparalleled. At the end, you have a clear roadmap of what is working well and what needs focus and attention for improvement. Because of this, we have been able to develop plans each year to drive better results and better customer experiences. This, coupled with a knowledgeable staff, helps us to close the gaps and continue to achieve excellence in every area. Every call center out there should be doing this benchmarking process; we are proof that it works.” ARAG GROUP

“My experience with BenchmarkPortal has been very positive. It has given us the opportunity to identify and focus on specific issues to improve our performance.”  Estela Lopez, Call Center Manager, XEROX

“The certification process is well worth the time and effort. Our management staff learned a great deal through the process and are putting those lessons learned into everyday practice. Our call center staff was energized by earning the Center of Excellence Certification. We all take a great deal of pride in this accomplishment and are eager to keep improving our customer service experiences.” John Harcourt, 2nd VP Client Servicing and Operations, Allied Solutions

“Thank you very much, Jose, from all of us, for helping and providing guidance throughout the process. You had been very patient and there were times we were wondering how you could put up with all the questions we had! It had been a pleasure working with you and we hope to continue with you and Brian for many more years to come!” MAXIMUS

“In 2006, the University of Ottawa Computing Help Centre was distinguished « Center of Excellence » from the Center of Customer-Driven Quality. At the time we believed our team was highly successful: our team was highly motivated, our interactions solved on first contact were high and customer opinion was also very good. We believed that we were doing the right things at the right time. Benchmarking with BenchmarkPortal was instrumental in providing us with important indicators of our performance and providing us with a portrait of the challenge before us; our scorecard could not have been more credible. This process can influence change positively. The Computing Help Centre was recognized in 2006 as having achieved the optimal balance between efficiency and effectiveness in its operations. Receiving this certification meant recognition for our commitment especially for the team’s remarkable work and dedication to service excellence as well as recognition to our partners who actively supported us in delivering customer support. Having a representative from BenchmarkPortal deliver our award right here on campus was a celebration for everyone involved. We were indeed proud to share this moment.” Chantal St-Onge, Assistant Director, Student Accounts, Financial Services, University of Ottawa

“For anyone who is considering an Onsite Assessment with BenchmarkPortal, I would say to do so. The thoroughness and depth of the process was superb and the Certified Auditor was impressive. She captured the culture of our call center and of our College. We learned a lot in the process and the auditor offered substantial & tangible feedback on our overall operation. In addition, BenchmarkPortal is backed by the database and methodologies originally developed at Purdue, which made all recommendations more credible.” Linda Barthelus, Director, College Call Center, Northern Virginia Community College

“The Center of Excellence Program is more than just winning an award. It is a process designed to highlight gaps and opportunities within the Service and Support area of the company, much like a blueprint for success. Adding value to our support partnerships and raising the level of customer satisfaction, that is ultimately what the program is about.” Brian Wrage, Director, Technical Support & Technology Systems, Canon USA, Inc.

We are extremely pleased by these outstanding results, as recognized by such respected groups as BenchmarkPortal and the Center for Customer-Driven Quality.” Ivan Szeftel, President, Retail Services for Alliance Data Systems

“This honor resulted from Service First’s ongoing commitment to operational improvements that enable better service for our customers. The Center for Customer-Driven Quality and BenchmarkPortal, have recognized that we are re-engineering customer service in the pharmaceutical industry.” Pat Blake, President of Customer Operations for McKesson Pharmaceutical

“This certification demonstrates the teams have achieved excellence toward measurable best practices standards, trained our people to optimize their skills in support of best practices, and maintained those standards over time.” Michele Crocker, Vice President Distributor Services, Herbalife

“This unique certification award validates Sento’s effort and dedication to providing best-in-class solutions to all of our corporate clients.” Patrick F. O’Neal, President and Chief Executive Officer of Sento

“This continued and intensified focus on service quality assures that our company is delivering the best customer service possible. Being named a ‘Center Of Excellence’ is just a great honor. It is especially gratifying to have earned this certification in 2003, the busiest year ever for the mortgage banking industry.” Jack Case, NCM Executive Vice President, Loan Administration

“It is especially meaningful to be able to celebrate this year’s national Customer Service Week knowing we have achieved this lofty goal, and we thank our frontline representatives for the important work they do all year.” Bill Hamilton, Vice President of Customer service for FPL

“Delivering the highest quality service to our Clients and their Customers, Members, and Donors has been a hallmark of AB&C since the company was founded more than 31 years ago. We are extremely proud that our commitment to service excellence has earned us this distinguished designation from the nation’s most respected independent call center assessment organization.” R. Michael O’Hara, Chairman and CEO, The AB&C Group

“Our goal is to deliver ‘gold-standard’ service to customers. This distinguished certification tells us we are achieving that and it underscores the results of our annual subscriber satisfaction survey that shows an overwhelming majority of respondents pleased with their call center contact.” Dr. Thomas J. Fleszar, President and CEO of the Delta Dental Plans of Michigan, Ohio and Indiana

“The role we play in delivering service to our clients is one of the most important things we do as a Firm. Striving for service excellence and exceeding our client expectations balanced with cost effective strategies are the cornerstones for driving the evolution of the World Class Service Culture at Merrill Lynch”. Judy Nelson, First Vice President of Merrill Lynch Global Private Client Services and Technology

“We are delighted to have earned this prestigious award, delivering world-class service to our customers and exceeding their expectations is the cornerstone of our business. Receiving this certification confirms our long-standing commitment to successfully balancing efficiency and effectiveness in our call center operations.” Stephen N. Joffe, Chairman and Chief Executive Officer of LCA-Vision

Contact Center Management Certification Testimonials
“I learned more about managing a call center in 3 days with BenchmarkPortal than I’ve learned over the last 3 years!”  Mgr Attendee Fort Myer’s, FL Nov 2017

“The class was great! Joe is an amazing instructor. He is very knowledgeable and makes the class informative and a lot of fun!” Bobby Johnson, Call Center Manager, Vystart Credit Union

“This was an exceptional course and I would do it all over again and I would recommend this to many. The instructor was fantastic and I learned quite a bit from him.” Mgr Attendee Fort Myer’s, FL Nov 2017

“Loved this! Wish I’d have had it sooner! Mgr Attendee Fort Myer’s, FL Nov 2017

“Nice to interact with other call center managers and share best practices with one another.” Mgr Attendee Fort Myer’s, FL Nov 2017

“Mr. Perez made the course interesting, made it relaxing yet informative. I learned more than I could have imagined and couldn’t wait to learn more.” Kamari Young, Supervisor, A3i

“Great experience! I learned more than expected. Now I am ready for the WFM Certification Course! Thank you!”  Mgr Attendee Fort Myer’s, FL Nov 2017

“I didn’t know how much went into making a call center run effectively until I took this course. Awesome and eye-opening! June 2017 Attendee

“Great course. Excellent instructor. Equips you well.” Rich Miller, Call Center Manager, CBN

“Well thought out. Great information. Strong instructor. I wish I could have taken this class years ago when I was just starting out. Any call center of any size could benefit from this training.”  Terri Eshleman, McKesson

“This course was a mind opener on how I can be a strategic manager.” Zeke Barbosa, Information & Referral Manager – May 2017

“I am truly blown away by the content that was given to me! I came in with high expectations and am leaving with them! I cannot wait to take this information back to my call center and dive away! Thank you!” May 2017 Attendee

“My experience was fantastic! I learned new ways to improve upon what we do already, and new ways to measure our success. I look forward to taking this information back to help us be a success that is more easily measured, while also creating an even better environment for my agents.” May 2017 Attendee

“I found that the material in this course provided validation for processes that were being performed correct and filled in knowledge gaps. As a new manager there has been a lot of learning by doing and this provided more of a path going forward.” May 2017 Attendee

“Class was very informative. Provided great materials & guides to take back to work to improve our center.” May 2017 Attendee

“The instructor was amazing, very informative, helpful & interactive with the class.” April 2017 Attendee

“Best Training I have attended!” Paula Lamere, Supervisor, Plain Green LLC. – April 2017

“The instructor is super knowledgeable and I benefited immensely from his expertise! April 2017 Attendee

“As a senior manager, this course gave me the information and tools to better supervise our call center manager. I am better prepared to ask him questions to improve our call center operation.” Byron French, EB Senior Manager – February 2017

“All the information was helpful. I feel like I have a good understanding & I know it will improve my management style.” February 2017 Attendee

“The college opened my mind again to stay the course on strategic thinking. As well as excitement in opportunities to make a difference in my role.” Kimberly Salamanca, Senior Manager – February 2017

“An eye opening experience. This was an educational course that taught me things that I wasn’t aware I didn’t know.” Adam Luna, Senior Manager – February 2017

“This class is a ‘MUST’, excellent facilitator and great materials.” Carmen Lecoor, Operations Manager, Conduent – February 2017

“The class was great and the instructor brought the class together early. The instructor was very professional & extremely knowledgeable!” January 2017 Attendee

“It was my first course directed at just a call center & I found it to be very helpful.” January 2017 Attendee

“Highly professional, informative & willing to assist during the course + after (follow-up). Above and beyond in professionalism & willingness to help our call center be the best.” January 2017 Attendee

“This is the first time in my 6 years in my call center that I have been exposed to valuable information that will help me improve my call center rather than just running it! Thank you! Cesar Morales – Sales & Service Team Manager – January 2017

“This course is very comprehensive. It offers a broader view of total operations.” John Richmond, Team Manager, American Family Insurance – October 2016


“Go for it, BenchmarkPortal works.” Ft. Worth, TX Attendee – October 2016

“I really enjoyed the course and feel that I have the tools necessary to become more valuable to my team. I really enjoyed the instructor and his outgoing personality.” Mary English, Supervisor Customer Service, USHealth Group

“The instructor was awesome! The information was great and gave me insight as to what I needed to take back into the office to apply best call resolution practices.” Neloice Hollie, Lead Supervisor, USHealth Group

“Best course for senior management, Highly recommend!” Thomas Rice, PMP, CSM, Director, Call Center – October 2016

“I am thrilled that I attended this training. I will share the knowledge that I have obtained with my managers and my round-table group.” Ft. Worth, TX Attendee – October 2016

“This was great insight to the ins-and-outs of managing a call center. It helped me reflect on my daily work and motivate me to make improvements in my center.” Denver, CO Attendee – September 2016

“The CCCE course is a capstone for all management in the call center industry. It allows for learning and reinforcement at all levels of experience.”  Denver, CO Attendee – September 2016

“Loved learning new ways to improve my skill-set to help my agents.” Denver, CO Attendee – September 2016

“Great Course! I particularly enjoyed the sections on Workforce Management and Data Analytics the best.” Denver, CO Attendee – September 2016

“The instructor was very knowledgeable and approachable. Used good and relevant examples to explain his ideas.” Denver, CO Attendee – September 2016

“Course will be extremely helpful to a new manager going into the call center. Provides an excellent overview of metrics, technology and management issues.” Denver, CO Attendee – September 2016

“As a new manager, this course made everything I have previously learned come alive!” – Trish Glover, Director, Minneapolis 311 – Jacksonville, FL Attendee – July 2016

“The instructor was humorous and knowledgeable. The course materials provided great, useful info to use in my organizations call center. The presentation was one of the best that i’ve experienced!” – Jacksonville, FL Attendee – July 2016

“Enjoyed and learned a great deal. The instructor was wonderful and shared great stories to keep the material real and relevant.” David McBride, Sales Manager – Jacksonville, FL Attendee – July 2016

“I came to this class with no call center experience. I now feel well prepared to implement a best in class call center.” Gayle Irvin, Director-Customer Resource Center – Chicago, IL Attendee – June 2016

“Very helpful as we begin our call center journey. The presentation was very informative.” Mason, OH Attendee – May 2016

“Very Informational! I will go back to the office with a new management strategy. The instructor was great.” Ft. Myers, FL Attendee – March 2016

“This experience has not only inspired me, but it has given me the tools to succeed and be a better strategic leader.” Paul Detmar, Customer Experience Center Manager – Scottsdale, AZ Attendee – January 2016

“Great experience from a knowledgeable instructor. I feel that I have a much better understanding of how to run a call center efficiently and effectively. Scottsdale, AZ Attendee – January 2016

“The course was excellent! For me being a novice to the call center it was easy for me to grasp the knowledge and understand. It truly helped me to fill the gaps and connect the dots.” Scottsdale, AZ Attendee – January 2016

“I am leaving with a much broader understanding of call center management. I also have some (quite a few actually) immediate things I can put into place to improve my call center.” Cary, NC Attendee – November 2015

“Great class! Very informative. Joe is extremely knowledgeable with on time real world experiences.” Cary, NC Attendee – November 2015

“The class and instructor was spot on. I’m excited to get back and start working on making changes one step at a time. Thanks for an awesome class.” Fort Myers, FL Attendee – October 2015

“This is the best training I have had. I feel that all this info is and will be very useful. Fort Myers, FL Attendee – October 2015

“This experience could be a game changer. I also feel this is a benefit for supervisors & analysts to attend this course. Every dime spent, including my travel expenses were worth it!” Michael Saritelli, Manager, Technical Support, Shentel – September 2015

“This course hit every part of managing a call center. You can’t help but learn something new.” Dallas, TX Attendee – September 2015

“Very informational and empowering! I sat on the board of a call center for 19 years and recently acquired the position as CEO this year. Your delivery was refreshing and much needed…I encourage every CEO and senior manager to take your class to make them aware of the challenges their managers and agents undergo on a daily basis.” Celia Puff, CEO, Teledirect – August 2015

“This class was extrememly helpful. I have learned a lot! Thank you.” Santa Clara, CA Attendee – August 2015

“This Training was perfect! Definitely worth it. Would high recommend this course to a co-worker.” Santa Clara, CA Attendee – August 2015

“I thought the data analytics would be over my head, but our instructor made it easy to follow along. Great class!” Carole Hayes, Court Solution Center Supervisor – August 2015

“The program was very insightful and brought to my attention many areas of improvement that I can make not only in my management approach but in how I track my departments metrics. Very well done, I enjoyed every minute.” Derek Valenti, AVP Call Center Manager, Workers Credit Union – July 2015

“I can say it’s educational and very well planned. I had the best time with our instructor. I would absolutely recommend this course to other companies. We appreciate everything. “ Terry Alaffa, Supervisor-Customer Service, EyeMed – July 2015

“Although I work in a company with sophisticated QA and WFM programs, I learned many new things that i’ll use to re-evaluate current processes in order to do my job more efficiently and help my team. I am returning with a new focus!” April Beauford, Sales and Service Care Center Team Manager – June 2015

“Great refresher training for executives. The instructor was as always lively and entertaining!” Cedric Bourgoin, CEO-GM, Egis Projects Canada Inc. – June 2015

“I Loved this training, I learned so much! Loved it!” Mpande Musonda-Langley, Active Customer Relations Group Leader, WSSC – June 2015

“This experience was wonderful. The instructor was fantastic. He was very knowledgeable, his wealth of experience and knowledge in which he passed on will prove to be a vital tool which will enable me to get my call center on track and moving in the right direction.” Orange County, CA Attendee – June 2015

“I felt very intimidated starting this course. Joe was a very good instructor and put me at ease. My ability to learn from him was very natural and enjoyable.” Tiffany Wholt, Customer Service Supervisor – May 2015

“Very informative. I learned so much. The instructor made the experience very comfortable. I would recommend to anyone.” Chicago, IL Attendee – May 2015

“This was one of the best professional courses I have attended. It was practical, thoughtful and the instructor was outstanding.” Chicago, IL Attendee – May 2015

On-Site Telmate Management Workshop – April 2015

  • This course was very informative. I have been in the call center industry for 18 years and I would highly recommend this course to any call center managers.”
  • “This course opened up my perspectives on business in a call center. But most importantly the instructor was awesome in the way the material was delivered in real time perspective.”
  • “It opened my eyes to focusing on what is important beyond the metric. I’m so used to putting out fires with daily activities that it had to become routine. Now I can start to efficiently and effectively make better use of my team and resources.”
  • “This course was a great reality check on several levels. It opened my eyes on training gaps within my team, as well as provided new techniques to teach and develop my representatives.”
  • “Anyone who works in a call center would benefit. It gives you insight into operational aspects.”
  • “Great for every call center to have or get certified. Very great information to learn.”
  • “This was the best training I could have asked for my managers. It clearly demonstrated how we need to understand the business objectives and correlate to our everyday work and focus on the important and urgent, not just the urgent (putting out fires all day). The need to move the business forward and be effective and efficient.”
  • “I had a great time and learned a lot from the instructor. I can’t wait to get back and apply what I learned.”

“The instructor taught the course in such a way that kept our attention. I was very impressed with the tools given.” Atlanta, GA Attendee – March 2015

“Joe was amazing! The best instructor I’ve had. His lifetime experiences give credit to the content. He knows what he talks about and it’s clear Joe walks the talk.” Atlanta, GA Attendee – March 2015

“Joe was a great instructor. The data & tools are great. I can’t wait to tell my team of all the great take-aways I have gained from this course.” Suzie Bartels, Supervisor, AutoTrader – March 2015

“I would recommend that anyone applying for certification take this course.” Atlanta, GA Attendee – March 2015

“Excellent, very applicable to real life situations” Jacksonville, FL Attendee – February 2015

“The College of Call Center Excellence allowed me to “see the bigger picture” of how all the pieces in a contact center operate and influence one another and the overall performance of the contact center.” Jacksonville, FL Attendee – February 2015

“I will manage differently after this class. I have skills now to analyze,coach and build a better team.” Private On-Site at Center – February 2015

“The experience was great, the instructor was very knowledgeable on all the information.” Private On-Site at Center – February 2015

“This course showed us how and where improvements can be made in my current position and in the call center.” Private On-Site at Center – February 2015

“The College of Call Center Excellence gave me a better understanding of the opportunities at my call center. We have a lot of work to do and now I feel like I have a blue print of how to get there.” Private On-Site at Center – February 2015

“Coming to CCCE with the little knowledge I had about call center management made me feel behind. After learning so much from BenchmarkPortal and seeing that others have the same issues, I am confident I can go back and bring my center up to speed.” Antraneise Jackson, Customer Service Manager – November 2014

“I wish I would have taken this course my first year as a call center manager.” Michelle Simon, Call Center Manager, Ameritas – November 2014

“I have love being connected to BenchmarkPortal and the valuable information that is provided. Has been an amazing experience.” Call Center Campus Attendee – November 2014

“The instructor was an outstanding leader and facilitator. I greatly enjoyed his personal insights and experiences. The interaction of other students and the “real” experiences were all very helpful.” Call Center Campus Attendee – November 2014

“I am leaving with a wealth of information on how to run my call center more efficiently and effectively. I really enjoyed the experience.” Julie Taylor, Call Center Supervisor, Coastal Communities Teachers Credit Union – November 2014

“I was able to identify my gaps to take me from thinking I have a good call center.” Call Center Campus Attendee – November 2014

“Great real world examples. Numerous take aways to implement immediately.” Paul Chupp, Manager, Ameritas, Call Center Campus Attendee – November 2014

“Great overview of how to effectively and efficiently run a contact center.” Dan Ray, Manager, Ameritas, Call Center Campus Attendee – November 2014

“A must do for any Call Center Supervisor. Too much information to not have. Best learning opportunity in years.” Call Center Campus Attendee – November 2014

“It was a very interactive course with great information about metrics, workforce, hiring and training process. Looking forward to more courses like this.” Call Center Campus Attendee – November 2014

“I am going back to my office with lots of new projects and goals. It was an amazing experience. I am taking lots of new ideas and knowledge.” Dallas, TX Attendee – September 2014

“Training was exceptional. I feel every manager, supervisor, and upper management should go through this course.” Cara Cline, Customer Support Supervisor, Edmentum – September 2014

“The course was great! meaningful information that can be applied to my center immediately.” Dallas, TX Attendee – September 2014

“Being a new supervisor I was overwhelmed with all the work. This course helped me get my priorities in order and helped me realize that the right small changes could bring in big results.” EFG Companies, Dallas, TX Attendee – September 2014

“The call center management course is absolutely worth the money. Don’t wait.” Stephanie Bush – September 2014

“I’m brand new to the call center environment and I truly feel as if i can now effectively manage my staff with precise and measurable metrics.” Dallas, TX Attendee – September 2014

“The course is eye opening. The metrics were always available, but now I really know how to use them properly.” Santa Clara, CA Attendee – August 2014

“The instructor was incredible. Very relatable and direct. The class reiterated the importance of customers.” Santa Clara, CA Attendee- August 2014

“Couldn’t have had a better instructor. Real world experience was a huge plus and really enhansed my learning. Great takeaways and tools that I can’t wait to use to improve our center.” Santa Clara, CA Attendee- August 2014

“This course helped me not only understand what others in the industry are doing, but made me feel good knowing that we are on the right track.” Mason, OH Attendee – June 2014

“This experience was extremely informative and the feedback and knowledge shared will be extremely beneficial. Love Joe – Awesome Instructor.” Etoyi Townson, Workforce Manager, AutoTrader – April 2014

“After 25 years plus being a call center manager and numerous trainings. This is the BEST Training session ever. Thank you Joe!!!” Atlanta, GA Attendee – April 2014

“Learning the tools to improve our agent satisfaction, customer satisfaction and better ways to reduce our budget was eye opening and a great experience.” Joe’s fun personality and vast knowledge of the industry made the class that much more worth my time.” Atlanta, GA Attendee – April 2014

“I’m glad I was able to take this class. I gained an understanding of the call center world that I didn’t have before.” Atlanta, GA Attendee – April 2014

“The curriculum was very insightful and coupled with the trainers experience, both made this course one of the most exceptional courses i’ve taken.” Atlanta, GA Attendee – April 2014

On-Site LEFLEUR Management Workshop – February 2014

  • “Best Training we had in years.”
  • “Great course, learned a lot, this will make me a better manager.”
  • “Joe, the instructor was very informative and a joy. His wealth of knowledge and expertise will save us very well in future endeavors.”
  • “Joe’s knowledge-base is an invaluable resource. From the first hour it was clear that he knows the materials well.”
  • “Joe is a great teacher. He explained with full knowledge so that I understood. He asked if anyone had any questions and made me feel valued. Great Job!”
  • “Joe is a wonderful instructor. He is genuine, accessible and knowledgeable. The information included in the course was invaluable to our future.”
  • “Great training – increased my knowledge about different call components and how they affect the overall composition and the success or failure of a call center.”
  • “Most useful information for customer service improvement.”
  • “The course provided in-depth knowledge of all aspects of a call center department, which will be valuable in future business successes moving forward.”
  • “The training was great. I hope to get more involvement with BenchmarkPortal. Thank you!”

“BenchmarkPortal allowed me to grow as a manager by providing me with the necessary tools to increase customer satisfaction and reduce costs. Definitely a must for other call center managers.” San Diego Attendee – February 2014

“I have a new outlook on what it takes to be a call center manager from this course. I learned many new tools and measurements to help the success of my agents and employer.” Nancy Benson, Loyalty and Retention Customer Service Manager, Rivo Holding, February 2014

“After being in the industry for over 10 years this course is an eye opening experience. It will be put to great use at my workplace. It has provided the skills needed to push my team to the next level. This course was a wealth of knowledge!” Jose Lopez, Network Operations Center Supervisor, Maritime Telecommunications Networks Inc. – February 2014

“This course was a mind blowing experience. I left the class more focused and driven to support our customer needs.” San Diego Attendee – February 2014

“I’m very excited to go back to work and implement everything I learned. The class was educational and fun making it easy to stay focused. Thank you” San Diego Attendee – February 2014

“This was by far, one of the best classes I have ever taken that I believe will help me grow in my career.” Sabrina Diaz, Director of Customer Care, Oakley – Over 25 years experience- February 2014

“Joe is an amazing talent. I loved everything about this class. So glad I was able to attend.” San Diego, CA Attendee – February 2014

“Great course, interesting and actionable content, fabulous presenter – Jose Perez. I would recommend this course as a fantastic course for both new and experienced call center professionals. Four Gold Stars!” Susan Rasmussen, Manager Business Analysis, CSAA Insurance Group – January 2014

“Overall, a very thorough detailed course providing call center managers with the tools and knowledge to perform better.” Scottsdale, AZ Attendee – January 2014

“Great class. Very eye opening as I am in a metric position. This course will help me develop better processes that support our agents.” Scottsdale, AZ Attendee – January 2014

“Overall, was a great experience. Our instructor Jose was very engaging and kept what could have been dry material fresh and fun. Home Run!” Scottsdale, AZ Attendee – January 2014

“I have been working in call centers all my life and I thought I had a good grasp on things. This course provided much more new (to me) content than expected. Well worth it! Jose was smart, funny, interesting and accommodating.” Scottsdale, AZ Attendee – January 2014

“It’s easy to see the BMP & Jose are in tune with the industry. Excellent Job!” Scottsdale, AZ Attendee – January 2014

“Joe – Thank you for the enthusiasm and energy you brought to the class, which made it a fun, educational and inspiring learning experience!  Your knowledge, experience, expertise and ability are refreshing!  Conducting it in the beautiful AMA office was the icing on the cake! Thanks again for the enjoyable time!” Chicago, IL Attendee – October 2-13

“The training was more than I expected. It was applicable to any call center, whether you have 4 people or 400. It brought home real life examples and experiences which definitely are designed to help support supervisory and management decisions. The training provided more than a cursory glance at topics like customer satisfaction, quality assurance, human resource management to name a few. The value of detail I got from the data analysis and reporting module opened my eyes to how to effectively utilize data generated from the center. Overall this experience provides you with an arsenal of information to guide you to be a better manager and challenges your creative process as you go through the normal paces of work. This was an eye opener, a true “WOW” learning experience. i am glad I was a part of this experience.” Inger Hainsley-Bennett, Customer Service Manager, Companies Office of Jamaica – July 2013

“Facilitator was Fantastic! Knowledgeable, Intuitive and thought provoking.” Brianne Brown, Call Center Supervisor, Tulsa Customer Care Center – July 2013

“As a new manager this course armed me with all of the information and tools that I need to be successful! It was a wonderful experience!” Samantha Folks, Customer Support Manager, Edmentum – July 2013

“Great course, great experience! This course opens every avenue to contact center management. Highly recommended.” Ron Judd, Customer Relations Manager, Egis Canada – July 2013

“The trainer was very knowledgeable and lively with his delivery. The content of the material helped us realize where we are missing the mark with importance and where to place our value.” Tulsa, OK – July 2013 Attendee

“The course was exactly what I was looking for. I am considering setting up a near-shore call center, but have no experience in the field. I am not planning on being an on-site manager, but wanted to know how a call center works in order to evaluate the qualifications and knowledge of people I may be interviewing as potential employees, etc. I believe this seminar gave me that knowledge base which will be important for setting up the call center and overseeing its continuing operation. Joe was an excellent instructor. He imparted a wealth of information while maintaining a conversational tone throughout the seminar. We had lunch one day and I was able to asking him some questions about my plans and he was very encouraging. I will probably be in touch with BenchmarkPortal in the future to seek more guidance as this project progresses. Thanks to BenchmarkPortal for a valuable and enjoyable experience.” John Scott, Manager – July 2013

“I am excited to return to my center and apply some of the things I’ve learned. I feel invigorated and refocused.” Mason, OH Attendee – June 2013

“The tools given in this training will be beneficial for using in our call center. I cannot wait to get back and put what I learned to great use!” Erin Hubert, Associate Manager, MESSA – March 2013

“This is the type of course I needed and sought for our organizational growth as well as professional development & growth for me and my staff. I look forward to taking some of the individual courses to learn and apply.” Athena Plummer, Director, City of Virginia Beach: Emergency Communications & Citizen Services – March 2013

“Great surprise for me, a wealth of knowledge was shared by Dayne and the participants. I look forward to an ongoing relationship with BenchmarkPortal & Dayne, she is great! She was an excellent presenter, patient, able to supply complex concepts, methodologies in form we could all understand.” Robert Putman, Supervisor Technical Assistance Center, Parata Systems – March 2013

“The course was outstanding. I have supervised a call center for over two years and was amazed to see how little I knew about this business. Dayne was an absolutely wonderful instructor.” Greensboro, NC Attendee – March 2013

“Dayne’s experience truly made the program worth twice what I was charged. Truly eye opening program with the vast amount of content.” Michael Woodard, Director, Learning & Development, Fleetcor – March 2013

“Wonderfully positive experience that had me leaving energized and thinking of possibilities.” Greensboro, NC Attendee – March 2013

“I enjoyed learning about best practices. The course encouraged me to think about our current practices and reflect on the areas that we can improve upon to increase employee retention and improve our customer experience.” Scottsdale, AZ Attendee – February 2013

“This was one of the best courses I had in years. Normally, after day one I lose focus and want to return to work. This course made me focus on how I can improve operations at work. Scottsdale, AZ Attendee – February 2013

“Great forum for call centers from different industries to get together and talk about what works for them and what doesn’t.” Scottsdale, AZ Attendee – February 2013

“I feel more empowered than when I walked in.” Judy Alstrom, Contact Center Assistant Manager, Consumers Credit Union – February 2013

“Joe’s real world experience kept the class totally engaged for 3 days. He is amazing! Eric St. Hilaire-Smith, SVP Customer Relations, Equiant Financial Services – February 2013

“Although I manage a Center of Excellence, based on subject matter covered in the management course, I found that there is so much more that I can learn and put in to place in my call Center.  In the upcoming years, I will also be taking the QA and QM courses to get dive deeper in the details.” Theresa Bode, Director of Member Services, Teachers Credit Union – November 2012

I was very pleased with how well the course was put together. It provides info relevant to small and large call centers. The course provides an indirect approach to the top call center concerns and validates all info that is given. If you run a call center, this course is a must. Not only will you learn from the course, but every one else brings their info to the class and you can use them as a reference.” Mike Rooks, Call Center Supervisor, Nevada Adult Day Care – November 2012

“It was an excellent training. Very thorough and descriptive. I would recommend to all of my associates.” Juanita Swanson, Supervisory, Veterans Administration Health Resource Center – September 2012

“It was a great experience that provided many valuable takeaways for implementation or further conversation at my current job.” Christy Casey, CSC Branch Chief, United States Coast Guard – September 2012

“It is rare for contact center managers to learn from a well versed instructor and share real life stories with others in the business.” MaryAnn Novajosky, Call Center Manager, Securitas USA – September 2012

“This course has helped provide clarity on identifying the right actions for my business and how to develop action plans for continuous improvement.” September 2012 Attendee

The curriculum was very in-depth and can be easily applied. The training was fun, simple and magical! WOW! Khristina Lazalde, Director Global Call Center Training & Quality, Herbalife – July 2012

“Knowing we are not alone and building relationships to enable us to reach out to each other. Changes peoples LIVES.” Tina Spalding, Director, APAC Distributor Services, Herbalife – July 2012

“GREAT. Highly recommended and the small class size allowed for a great exchange of practices in play.” Kai Martin, Vice President, The Pasha Group – August 2012

“This class environment was amazing. I walked out of the class with many new resources, who I look forward to working with. I enjoyed the collaborative learning.” Jennifer Koepke, Global Contact Center Manager, Milestone Technology – August 2012

“I felt the class was excellent on all levels: content, instructor, participants to hospitality and environment.” April Cook, American Health Connection – August 2012

“Dru Phelps was a GREAT instructor. She is very knowledgeable in all areas and listens to each person to get a better understanding.” Tamica Emerson, Supervisor, VA Health Benefits 

Great course! Program material was very thorough, well structured and highly informative. This workshop provided useful examples, proven best practices and training methods that should be implemented by any call center seeking to improve overall performance, agent and customer satisfaction.” Gregory Head – January 2012

“Very Educational. We have a lot of action items to bring back! Even the most seasoned call center manager would be stimulated by content.” January 2012 – Course Attendee

“This workshop definitely met my expectations. It helped me change my thought pattern about what tools we want to invest in, in terms of technology. I am now going to re-direct dollars in a different way after consulting about where the future is going now.” Call Center Campus 2011 – Video Testimonial

“A lot of networking, very personal and small classroom size. The instructor allowed us to ask a lot of questions and see what other call center managers in our industry are doing. The training was great, very comfortable, very relaxed and very enjoyable.” Call Center Campus 2011 – Video Testimonial

“The College of Call Center Excellence provided excellent content on a wide variety of Call Center topics that was extremely relevant and immediately applicable to my operation. The interaction with other call center professionals was an invaluable aspect of the learning environment. I came back to my job energized and with clear tools for making improvements to my center.” Noel Allen, Director of Customer Service, Williamson-Dickie Mfg. Co.

“Once again thanks for an outstanding program, many new ideas to share with my colleagues.” George Richardson, Wright Express

“I wanted to thank you for a great class last week. The class exceeded my expectations. I returned to work today feeling very motivated and armed with some new skills and knowledge to make a difference here at Forethought.” Shelia Merkel, Manager, Client Services Forethought Financial

“The Call Center Manager Certification class was one of the most engaging classes I have had the privilege to attend. The facilitator for the class created an environment which allowed for an exchange of ideas mixed in with industry best practices. Even though I am an experienced Contact Center Manager, I was able to find value in the material and the class interaction. I would highly recommend this course!” Mark A. Brody, Assistant Manager, DPRV, TG

“I recently completed call center management certification in Altanta, GA earlier this month. The ideas and take aways I left with were great! Dru did an excellent job leading our class through our training sessions while also providing effective examples relating to the subject matter from her years of experience. I have already benefited from this certification and I will be staying in touch with my classmates too.” Michael Jordan, Metro Credit Union

“The American Medical Association Unified Service Center management team participated in The College of Call Center Excellence Leadership Certification Program. The content was challenging, well organized, and relevant. The program inspired a cross-pollination of good ideas across a diverse group of call center managers.” Gloria Gupta, Director Service, American Medical Association

“I would highly recommend the AT&T College of Call Center Excellence classes, even to people who have experience in call centers. They actually get more out of it – not only because of exchange of ideas, but because there’s a good mix of people in the class.” Joanna Terlecka-Bos, Operations Manager, M&I BankCard Services

“Since attending AT&T College of Call Center Excellence classes, we have implemented several key changes to improve our operations,” Lopez says. In the scheduling area, Banco Santander now uses call center capacity software to justify headcount and schedule agents more efficiently. In addition, the company has developed a more appropriate set of metrics to set and track objectives. The four-day class is user-friendly, practical, and gives you the knowledge to be a leader in customer retention and market share. As for the critical area of satisfaction measurement and tracking, Lopez says, “New caller contact reporting methods have been devised that have justified all the changes made, and our call center data is now seen as valuable information related to customer satisfaction and loyalty.” Rafael Lopez, Director of Customer Services for Banco Santander Puerto Rico

“The college’s curriculum addresses a variety of topics, from effective capacity planning and forecasting call loads to resource management, recruiting, training and motivating and retaining a first-class team of agents. Many successful businesses recognize that call centers need to be managed as a strategic business tool that delivers competitive advantage. AT&T has enhanced and expanded the curriculum to explore and address current, real-world issues such as improving process measurements and re-engineering management.” Dr Jon Anton, Purdue University

“AT&T College of Call Center Excellence classes were extremely well done and helpful. The material was presented well and was very useful and relevant. I look forward to attending future sessions.” Stephanie Kennedy, Gage Marketing Group

“Quantum Corporation places a great deal of emphasis and importance on our most valued asset, our customers. To further increase our customer satisfaction and keep our Customer Service call center operation on the cutting edge, we are using the valuable concepts, technologies, tools and ideas that were presented in the AT&T College of Call Center Excellence program. I would recommend these courses to any person who is interested in improving his or her call center operations.” Bruce Shadmehri, Technical and Business Support Manager, Quantum Corporation

“I have attended nine call center training classes. AT&T’s College of Call Center Excellence program was by far the most useful training I have ever taken. It is run in a professional manner by people who have actually done the job. If you are looking for the best all around training for your contact center management team this is number one hands down.” Comet Brower, Contact Center Manager, SafeHarbor.com

Contact Center Quality Assurance Certification Testimonials
“I felt the training was clear and in depth with the subject material. The instructor was friendly and knowledgeable, making me feel confident that the information I was receiving was accurate and relevant. This is a course that I feel more call centers should enroll their staff in for it gives a much clearer perspective in QA systems and ideas on how to improve – Live Online October 2017 Attendee

“This course was very helpful and will be instrumental in establishing best practices for our QA program. I would definitely recommend this course for any QA analyst, supervisor, or anyone else that is responsible for quality assurance.” Amber Fogg, Senior QA Coordinator – Call Center Campus Attendee April 2017

“It is rare to attend an ‘All QA’ training. I was thrilled with the content & the engaging discussions. One of the learning’s I took away was the focus on best practice on many items related to QA.” Call Center Campus Attendee April 2017

Great experience! Wonderful opportunity to network with QA peers and learn about building QA Initiatives.” Chandra Abiad, QA Project Manager, Northwell Medical Center, Call Center Campus Attendee April 2017

“The course content was easy to follow and was relevant. It contained a lot of new ideas as well as reinforced some tried and true ones.”  Call Center Campus Attendee April 2017

“This course was great. I have been looking for something pertaining to just Q.A. This was an excellent course. I will have my manager attend this class. It will be an eye opener.” Call Center Campus Attendee April 2017

“Great QA Training. Now I completely understand what I should do next. Many of the class discussions were very valuable for me. I’ll recommend about this course. Call Center Campus Attendee April 2017

“I am thankful for the training, it helped me determine areas of improvement and how to get results.” Live Online February 2017

“I loved taking this course. I have taken a few training classes and they were a bit boring. I liked the fact the trainer (Amy) was very friendly and called on different people. This was a very excellent and well delivered course. It was good fun and informative and well structured. Thank you for everything. I don’t know where to begin and can’t wait for Monday to start applying all the new ideas I have.
Esther C Huerta, Texas Parks and Wildlife Department, Quality Assurance Specialist – August 2016

“I was looking at gaining ideas/strategies to improve our QA form and this course definitely gave me a few.”  – Janet Sandoval, Bank of the West, Quality Assurance Specialist – August 2016

“BenchmarkPortal’s QA Training was very informative and helpful. It described all aspects of a good call center quality assurance program.” – Live Online August 2016 Attendee

“This was my first time taking a course with the College of Call Center Excellence and it was excellent! Lots of great takeaways and networking opportunities. – Naomi Lovell, Supervisor, Mayo Medical  – Call Center Campus – New Orleans Attendee – April 2016

“Great experience, we are going to promote sending additional staff!” – Call Center Campus – New Orleans Attendee – April 2016

“This was a great course and provided helpful information. It will bring great success to any manager.”
Nancy Betison, Quality Assurance Manager – Call Center Campus – New Orleans Attendee – April 2016

“It was great interacting with others who are going through the same thing that we are…struggles and triumphs!”
Call Center Campus – New Orleans Attendee – April 2016

“The instructor was excellent and had a great personality! I really enjoyed this course.”
Suzette Martin, San Jacinto College – Call Center Campus – New Orleans Attendee – April 2016

“This was a great experience. I learned a lot and am taking back some practical tips about QA to share with my team. I also enjoyed the feedback from others that attended.”
Call Center Campus – New Orleans Attendee – April 2016

“There were a lot of great insights and best practices identified that we’ll be considering as we are in the process of evolving our QA program. Thank you!”
Live Online Attendee – February 2016

“The course was extremely helpful specially for me being new in this QA thing. As an introduction to what QA is it`s absolutely accurate and it involves all the aspects that needs to be known before getting started. So in most cases this is very useful also for people that has been working as QA for years, where actually this type of information gets forgotten or is good to keep it fresh once in a while. The entire course made me fell anxious and happy about starting with this and it also helped me to improve the basic knowledge I had previously for what QA means. I would like to thank Dayne for her expertise and kindness.” Mayra De Souza, Customer Service and Quality Lead – November 2015

“I feel I have learnt a great deal from this course which I can take back to my manager and make the necessary changes we were looking at doing to our current assessment form. The course really helped us think outside the box.” Reshmi Prasad – Service Quality Analyst at LGM Financials Inc. – Live Online July 2015

“I enjoyed every minute and learned a lot of new ideas to incorporate in our QA Department.” Live Online Attendee – July 2015

“I loved it look forward to working with you again!!!!!” Annette Branch, Customer Service Representative – April 2015

“BenchmarkPortal has assisted in moving our call center to the next level and provide us a differentiation in our market.” Trish Meyers, EFG Companies, Call Center Campus Week, November 2014

“This experience was invaluable. Being able to meet peers and discuss successes and challenges, was a great learning and growth experience.” Call Center Campus Week Attendee, November 2014

“This course is a great option if you are building the foundation of a Quality Program or if you have an established one. It gives a lot to consider and good examples of ways to structure quality forms, scoring, coaching and calibration sessions. Very comprehensive course. Thank you for the opportunity.” Vicki Van Skaik-Training and Quality Specialist-EyeMed – June 2014

“I feel that this was very informative and helpful as far as giving insight to not only Benchmark’s process but also the process that other company’s are currently using.” Live Online Course – June 2014

“The training was very informative!” Heidi Ramos, Project Consultant, Guidewell TeleServices

“My experience was great. I was able to take away some useful information back to my team and plan to implement some changes based on what I learned. This was a great training and it was very detailed and impressive. Great job!” Live Online Attendees – January 2014

“Dayne was very knowledgeable! She was able to answer all of our questions. She did a really good job sharing on best practices.” Call Center Campus Week Attendee, November 2013

“I loved the best practices examples provided to help us realize where we are to the rest of the industry.” Call Center Campus Week Attendee, November 2013

“This course is right on target for Call Center QA and all of the components. The instructor was well spoken, very educated and provided great scenarios and suggestions. The attendees shared a lot of their processes and offered to assist.” Robin Ascioti, Supervisor, Service Improvement, POMCO Group, November 2013

“It was great to meet all of you and hear your thoughts and ideas. The lecture and open discussion were extremely valuable even for a small group like mine. I’m redesigning our call monitoring as well as tweaking our new Rep onboarding… Thanks to all of you!” Emily Davis, Team Lead, Training and Support, OEConnection, November 2013

“Just wanted to send everyone a note of thanks for all the ideas and concepts that were shared during our open discussions. Along with the excellent class materials, I was able to learn and pick up quite a few new ideas and methodologies during these sessions and for that I want to say thanks to one and all.” J Domerez, Wine Country Gift Baskets, November 2013

“My experience taking the online class has helped me a lot. There is a lot of information that I will be taking back to the QA Team and Administrative Staff.” Kyana Beard, Quality Workforce Analyst, Advocate Medical

 “Dayne was a wonderful presenter. She is well spoken and very versed in this field. I appreciated her knowledge and understanding of quality and the struggles that we face daily.Damann Jackson, Carrington College Group, September 2013

“I am a Quality Assurance Specialist and I felt like the presentation and the way the information was presented was in a unique manner. Although it was a conference via web and phone, everyone was still involved and Dayne, our training facilitator welcomed discussion. She was very encouraging and she made us really think about our processes from a company’s perspective. As I mentioned above, I would definitely recommend BenchmarkPortal’s again because the training was very informative and the training curriculum that was covered was also in detail and precise.” Preya Rampertab, Quality Assurance Specialist, Contact Centers of America. – January 2013

“It was an exceptionally fulfilling experience! Learning new approaches, sharing ours, clarifying/validating the best practices we employ and networking in an open, engaging and interactive environment.” Tawyna Lizama, Quality of Service Manager, Belize Telemedia, LTD. – November 2012

“I was especially excited for our Company to invest in the Quality Assurance Specialists to become certified in the area that is very important to our Customer Care Center. The price was affordable and the timing was accommodating. After the first session, we sat together with our manager and talked about our first day experience and what we learned. The information provided was organized and flowed well and the feeling was unanimous that this course was well worth the resources spent for us to attend. All three of us took ideas and examples from the course that we will use in our monitoring and providing feedback for our customer service reps.” Live Online Attendee – September 2012

“This is a very good course for beginners and experienced quality assurance professionals. It reinforces and re-orients individuals to the basic fundamentals that must be in place as well as additional options, ideas, tools and methods to consider employing. Thanks again for a very informative and interactive training session. I Really enjoyed it and found it very helpful with some of the changes we are in the midst of making in our program.” Mindy Lamb, Call Quality Director, Cigna – November 2012

“I attended BenchmarkPortal’s training at Purdue University in 1997 as a manager of a utility call center. It was excellenct! Given the opportunity to attend again in 2012 (15 years later), I seized the opportunity. It was excellent again!” Judy Blair, Director, Dayton Power & Light – February 2012

“Being in class with QA professionals from other companies and learning from their best practices was very beneficial.” Esa Jones, Growth Specialist, Citizens Energy Group – February 2012

“This training far exceeded my expectations. I am a visual learner. I like the interaction and hands on experience. The trainer was really engaged and cared about the growth of our positions and what we will gather from this program and take back to our employees.”  Call Center Campus Attendee – Video Testimonial – October 2011

“One thing that I will remember is that the participation was absolutely phenomenal in this class. The style of learning was participation and hands on. I learned from the teacher and from the participants in the group.” Call Center Campus Attendee – Video Testimonial – October 2011

We are very pleased with the training based on the feedback from Leanne regarding the first 2 sessions she had last week. We are expecting that she will have a lot of learning which she can apply to her projects as the QA Supervisor of our team.” Lorena C. Biclar | Assistant Manager-Customer Service | Power Transmission Solutions, Emerson Industrial Automation

“This workshop gave me a variety of best practices and ideas that I can take back to my company to improve our processes.” Quality Assurance Live Online Attendee – 2011

“This course provided my company with valuable insight in how to better our service.” José R. Moran Callmax Domincana

Contact Center Workforce Management Certification Testimonials
“The instructor was extremely knowledgeable and did very well relaying the information to the group. I really like all the extra’s he emailed us! Of course, his sense of humor was great! – Live Online Attendee August 2016

“I feel this training made an enormous impact in my life and will allow me to be more efficient in my job role. Thank you so much Mr. Perez for everything!” – Shawn Lanham, Allied Benefit Systems, Inc., Call Center Traffic & Scheduling Analyst. – August 2016

“CCCE has provided actionable information that has been crucial in the growth of our call center.”  – Call Center Campus New Orleans Attendee – April 2016

“I’m thankful for the opportunity to attend CCCE. I have gained a wealth of knowledge about my profession that will enable both myself and my team to guide our call center to our goals.” – Brandi Groves, Supervisor WFM – Call Center Campus New Orleans Attendee – April 2016

“The course material and instructor were fantastic. I can take a lot away and am armed with a wealth of knowledge. I am excited to put the plans in action.” Call Center Campus New Orleans Attendee – April 2016

The Instructor was great and very knowledgeable. I learned alot in this course, it has been super helpful to me and will immediately start inputting the things I learned.” – Dante’ Williams Academic Partnerships, WFM Scheduler/Analyst – Live Online Attendee – October 2015

“I was very pleased with the class. I am excited to register for the next class.” Kim Treloar, Call Center Manager, ThermoSpas – Live Online Attendee – October 2015

“Extremely helpful course. I would recommend this to call center managers in both large and small organizations.” Margaret Fiester, Operations Manager, Society for Human Resource Management – Live Online Attendee – June 2015

“I felt the training was good and I look forward to more courses in the future.” Scott Tarkenton CSCC Supervisor Partech Inc. – Live Online Attendee – June 2015

“It’s obvious for me that BenchmarkPortal is very professional in everything that concerns contact centers issues. I liked the training certification methods. BenchmarkPortal is a company you can trust. BenchmarkPortal – job well done.” Live Online Attendee – January 2015

“I had a very positive learning experience with BenchmarkPortal’s College of Call Center Excellence training. I would like to commend Dayne on the skills and knowledge that she brought to the class. She added remarkable value and made the material easy for attendees understand while learning at a very fast pace.” Live Online Attendee – January 2015

“It’s my first time attending for a class in WFM. I expected a lot and majority of my expectations were met. From the time I was registering up till the end of the class, it was a great experience. I will come back and take a different class in the future. Definitely can take things back to improve effectiveness in our center.” Call Center Campus Attendee, November 2014

“Awesome learning experience! Combining the book materials with the real life experiences.” Joe Domerez, QA Manager, Call Center Campus, November 2014

“The course was very in depth, It explained a lot of topics I was aware of previously, but it also showed how these topics apply to our call center business and how we can use different New metrics to track agent statistics.” Jay, Workforce Management Analyst, TrialCard” – July 2014

“Very informative information, and really gives great insight to making the best forecast/schedules possible for contact centers. “ Mark Moore, Contact Center Consultant, Uptivity – an InContact Company – July 2014

“This was a wonderful opportunity to learn from someone as knowledgeable as Joe. I truly appreciate his approach in aligning us to free flow with our questions and situations vs. being absolutely stringent with the flow of the course material.” Lee Branch Hill, Contact Center Team Lead, MedicAlert Foundation – November 2012

“The class was very informative for me and my time in position. I am new to leadership and WFM and was happy to learn all the layers that filter into call center management. Great overview on all aspects of WFM & allowed time for exchanges of ideas for on-site specific questions! Very Good!”  Las Vegas, NV – 2012 Call Center Campus Week WFM Attendee

Contact Center Coaching For Performance Testimonials
“The experience was incredible. The trainer was knowledgeable and enthusiastic!” Robin Rampersad, Associate Manager, Guidewell Connect – July 2017

“The course was awesome. I wish it was offered to everyone!” Jen Ray, Associate Manager, Guidewell Connect – July 2017

“Just want to thank everyone for this opportunity, it was awesome! Call Center Campus Attendee April 2017

“One of the great things about BenchmarkPortal certification is the support you constantly have outside of training. I know I can always reach out to my benchmarkportal consultant for ideas & knowledge.” Chele Meisenbach, Certified Call Center Manager, Ameritas

“This course was truly informative and will help me as I am a new manager.” – September 2016 Attendee

“The instructor was very pleasant and kept me engaged. I appreciate that he went over things I didn’t understand.” – September 2016 Attendee

“The course was fantastic, very informative!” – Joe Humphry, Associate Sales Manager – September 2016

“The training was very interactive. The instructor was open to all discussions and i felt really involved every step of the way. The training was the right length (duration) and i enjoyed interacting with the group.” Ken Raymond, Ontario Public Service, Supervisor – August 2016

“BenchmarkPortal’s Training was awesome, hands on, class participation, wonderful instructor.” Denise MacMaster, Manager, Shared Services at The Doctors Company – August 2016

“I really enjoyed the course I appreciate the opportunity to gain the knowledge I have the past 2 days. I’ve enhanced my knowledge of coaching individuals to perform and focus better.” Call Center Campus New Orleans Attendee – April 2016

“A wonderful experience from start to finish. So much valuable knowledge from both the instructor and my peers. Would definitely recommend to others.” Patty Lewis, AVP Customer Service, USHealth Group – Call Center Campus New Orleans Attendee – April 2016

“There were a lot of great practical applications to help address coaching and performance issues.” Call Center Campus New Orleans Attendee – April 2016

“I thought the information and the trainer were great! I am required to provide a summary of my experience to my Vice President, and it will include a glowing review!Online Training – July 2015

“I loved this course. The methodology options provided will be invaluable for coaching sessions to assist in reaching the desired result in behavior change. I particularly enjoyed conferencing with other contact centers, hearing about the similar experiences regardless of the size of center and the location and hearing fresh ideas. Great stuff!” Spencer, Customer Care Supervisor, Egis Projects Canada – July 2014

“This class was great. I learned a lot and will utilize the tools from this course. Thank you. Jessica Stuckey, Sauder – July 2014

“This was excellent training. the instructor was wonderful. the handouts and slides were on point.” Online Training – July 2014

“This was a great eye opener and refresher on topics. Although I don’t currently have direct reports, this was helpful for learning to better communicate with co-workers and internal/external partners.” On-Site Florida Attendee – April 2014

“I enjoyed hearing about what other companies have done to create more success.” On-Site Florida Attendee – April 2014

“Very informative; and much needed… for my team and my management. Hopefully we can share with advocates/employees and use collectively across our department.” Twanda Haywood, Supervisor Agent Service Center – April 2014

“I loved the coaching examples. They were very realistic and issues I can easily relate to and transfer into coaching issues I address daily.” Valerie Jefferson, Director, North Tele-direct – April 2014

Contact Center Supervisor Certification Testimonials
“The instructor was amazing. He was a great resource for experience traits relevant. He was funny and knowledgeable.” – Miranda Smith, Supervisor, On-Site May 2017 Attendee

“I felt the course was amazing! I started out feeling unsure and not confident but i’m leaving feeling confidenta and fullfilled. ” – Danielle Vinsant, Supervisor, On-Site May 2017 Attendee

“This course provided me the tools & skills necessary to apply to be successful in my new position.” – On-Site May 2017 Attendee

“Thank you for providing direction and guidance in implementing goals as a supervisor and for my direct report.” – On-Site May 2017 Attendee

“I feel I have the tools to go into this role and be the teacher my team needs. Thank You!” – On-Site May 2017 Attendee

“Helped me to solidify the order/organization of a coaching session.” – On-Site May 2017 Attendee

“As a new coach (7 months) I feel this course has given me the tools to bring my agents to a place of success, have more time & use it efficiently, connect the team, build morale & have great positive impact on my organization. In short, I don’t feel like i’m grabbing at straws anymore. I feel focused and empowered to be amazing.” – On-Site September 2016 Attendee

“I am very satisfied with the information and the instructors knowledge and understanding of the material.”On-Site September 2016 Attendee

“I enjoyed the course thoroughly. It provided me with additional tools and ideas to not only help me, but to show with my team. I was completely engaged throughout the session.”On-Site September 2016 Attendee

“The instructor was exceptional. She provided her techniques and suggestions. I enjoyed the sections that gave specific suggestions that I can utilize to be considered a great supervisor.” – On-Site September 2016 Attendee

“The instructor was outstanding and showed patience throughout the training.” – On-Site September 2016 Attendee

“Great job by the instructor keeping the course interactive and active. I really enjoyed it! – Gilberto Santos, Supervisor – September 2016

“I learned so many great concepts that I can immediately implement upon my return.” – Kathy Marrero, Coach – September 2016

“I learned a lot and was pleased to receive confirmation that I was already doing a few things right.” – On-Site September 2016 Attendee

“The only real, intensive training I’ve received as a coach. Now I feel I can be an effective empowerer of my agents.” – Ben L., Coach – September 2016

“This is a great team building experience for our department.” On-Site September 2016 Attendee

“Great learning opportunity! I will recommend this course and instructor to others.” – On-Site September 2016 Attendee

“This course was very well done and I leave with numerous tools to use in developing my team.” – On-Site September 2016 Attendee

“This course was very informative and brought great ideas and suggestions for our team.” Steve Hall, Coach – September 2016

Call Center Campus Week Testimonials
“I found the training sessions to be eye opening and very informative. I am busy this week relaying my big take-away concepts to many groups in our organization such as project management, education leads, and HR. I will present to the executive team in 2 weeks a synopsis of the experience as well as a plan to bring what I learned to life in our center. I am looking forward to bringing metrics and processess into our center. It was a well planned well-orchestrated conference and I have recommended that my counterpart in the other section of our contact center attend next year.  Teri Vatterott, AART – Call Center Campus Attendee

“I have love being connected to BenchmarkPortal and the valuable information that is provided. Has been an amazing experience.” Call Center Campus Attendee

“Definitely can take things back to improve effectiveness in our center.” Call Center Campus Attendee

“This experience was invaluable. Being able to meet peers and discuss successes and challenges, was a great learning and growth experience.” Call Center Campus Week Attendee

“Well organized, we were properly informed of all events and it was a good use of our time. Joe is a great instructor and Crystal provided excellent customer service.” Call Center Campus Attendee

“BenchmarkPortal’s Call Center Symposium is an excellent event! The content shared covers tried-and-true as well as tried-and-failed solution discussion opportunities for problems unique to the contact center industry. The forum allows participants to network, share ideas, and walk away with immediately applicable actions they can take back to their teams to begin making positive impacts. It’s always a pleasure to attend this event and meet with other contact center professionals who really “get” it!” Mindy Lamb Director, Call Operating Effectiveness Cigna

“An amazing event with wonderful carefully chosen speakers with much good information to impart. It was energizing! I felt totally rejuvenated about our contact center and how we can make it better!! This was well worth the trip and the time to come! Makes me want to work even harder to engage and motivate our agents!” Cindy Trow, Quality Assurance Manager, MedicAlert Foundation

“I have learned new information on how to apply changes based off of the collective sharing of knowledge performed at the class as well as at the symposium.” Call Center Campus Attendee

“This event including our Center of Excellence certification was really useful. It brought to us many areas for improvement and made us think of new initiatives in Al Hilal Bank.” Eman Amein, Quality Manager, Al Hilal Bank

“Very good conference. Very informative and the presenters were very knowledgeable and presented the information well.” Tim Dawkins, Associate Manager Member Services, MESSA

Workforce Management class and the Symposium gave us a wealth of knowledge that we will take back and start to work on.” Clint Rosser, Manager of Installation and System Support, Karmak Technologies

“Thank you for inviting us and allowing us to share a little of our story. The whole week was a great, each of us took away something from the training and networking event. We look forward to attending Call Center Campus again.” Matt Conant, Director Customer Experience, PLATO Learning

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