Customer Effort - Is this the new Net Promoter Score? | Guest: Frederick Van Bennekom

Just because research is published on the internet or in a business journal does not mean the research findings are true. Look at survey methodology and design to determine validity. Join host BenchmarkPortal CEO Bruce Belfiore and guest host Frederick Van ...
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Gamification Principles and Best Practices | Guest: Bob Cowen

Join host BenchmarkPortal CEO Bruce Belfiore and guest host Bob Cowen, Snowfly, as they discuss gamification principles and best practices. What is it, why all of the hype, and how can we use it for our daily challenges like retention, adherence, quality, ...
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Is The Net Promoter Score The One Number You Need to Know | Guest: Frederick Van Bennekom

Unless we're in a churn and burn business, customer retention is critical to achieve long term profitability. But how do we know what drives customer retention? We may have lots of anecdotal data, but can we be scientific to identify those customers are very ...
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Virtual Agents – Ideas for Implementing a Home Based Support Center | Guest: Jesse Hoobler

We will be discussing the reasons why Support Organizations choose to go virtual, advantages to leverage, roadblocks to avoid, and some lessons learned from out in the field.
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Management: Generation Y in the Contact Center | Guest: Greg Van Zandt

Understanding Millennials: Who Are They? What drives them? What are their significant attributes? Considerations when managing this Generation: Implications on Scheduling, Work diversity, Training / Coaching, Contact Center and Corporate culture; Leveraging ...
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Management: Are You Parenting or Managing Your Staff | Guest: Rosanne D’Ausilio

Do you want to improve your performance and the performance of your staff?  Of course, the answer is yes. We all do.  But first we need distinctions between managing and parenting–as well as managing and leading–so managers (and everyone else) can develop ...
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Delivering Quality: Sysco's Service with a S.M.I.L.E. | Guest: Ed Poorbaugh

Ed shares how Sysco has improved their average quality score from 88.7% to 94%, and reduced turnover by 15%.  They are delivering service with a S.M.I.L.E. Ed has held a number of positions in warehousing, transportation and information technology operations ...
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Voice of the Customer | Guest: Steve Ellis

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.
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Lemming or Leader - You Decide | Guest: Steve Riddell

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Call Center Campus 2012 - Best Practices Roundup | Guest: Dee Buell

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Service to Sales: Providing Strategic Organizational Value | Guest: Russell Rossi

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.
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Multi-Channel Management: Latest Learning On What To Measure & How | Guest: David Raia

“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 discuss the following:
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Adding Sales to Your Customer Service Culture | Guest: Susan Wolski

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 typical “customer service” environment to a “sales” environment can be challenging. However, in ...
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Government Call Centers: Simple Adjustments for Better Service Levels! | Guest: Kimberly Parish Barrett

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 discuss how simple operational adjustments can lead to improved ...
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BenchmarkPortal's New Multi-Channel Benchmark Survey | Guest: John Chatterley

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Workforce Management Meets Workforce Morale | Guest: Ed Poorbaugh

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Employee Training...Getting The Most Bang For Your Buck? | Guest: Susan McDonald Osborn

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Working Successfully with Generation Y | Guest: Kevin Childs

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Training - How it Sets the Atmosphere in a Contact Center | Guest: Fidel Ligsay

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Co-Browsing Technology for the Customer | Guest: Dusty Stanford

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The Meaning of Life...in the Call Center: Rethinking Agent Satisfaction | Guest: Dr. Teresa Amabile

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Assessing the Competitive Landscape for Market Expansions or Consolidations | Guest: James Trobaugh

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Social Media in the Call Center - Don't Believe the Myths | Guest: Dr Natalie Petouhoff

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Impact of Technology on Contact Center Performance | Guest: John Chatterley

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Agent Adherence: Managing FMLA in the Contact Center | Guest: Tina Honkus

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Live in Vegas - Call Center Campus | Guest: Matt Conant

Contact center experts discussion on caller satisfaction, agent satisfaction and “20 Best Practice Ideas in 20 Minutes.” Recorded live from Call Center Campus
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A BenchmarkPortal Christmas Special | Guest: BenchmarkPortal Contact Center Experts

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Voice User Interface and the Latino Caller | Guest: Sondra Ahlen

How to Manage the Continuously Emerging Caller Base of Latino-Speaking Clients
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Employee Incentives: Two Magic Words That Equal Success! | Guest: Bob Cowen

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Paving a Smooth Road Between IVR and Agent | Guest: Susan Hura

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Home Agent: A Fresh Look At The At-Home Agent Concept | Guest: Dee Buell

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Customer Satisfaction: Acting on the Voice of the Customer Show | Guest: Peter Leppik

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Time Management: Getting More (done) with Less (stress) Show | Guest: Paul H. Burton

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Optimal IVR Call Flow Design Show | Guest: Jay Minnucci

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Quality Assurance Part 2: Forms and Beyond - Coaching to Excellence Show | Guest: Lisa Courteau

Quality Assurance & Coaching for Success – CallTalk Caramels: Sweet Snippets from BenchmarkPortal’s Best CallTalk Episodes Quality monitoring programs often become fixated on QA forms; however, there are other necessary components that will assure you are ...
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Workforce Optimization: Analytics Demystified – Customer Focus (Session 2 of 2) Show | Guest: Bill Durr

Analytics Demystified – Employee Focus (Session 2 of 2)
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Quality Assurance: Call Monitoring Your Agents Will Love Show | Guest: Lisa Courteau

Quality Assurance: Call Monitoring Your Agents Will Love (Session 1 of 2) CallTalk™ Caramels: Sweet Snippets from BenchmarkPortal’s Best CallTalk Episodes Quality Monitoring, traditionally seen by agents as the dreaded ‘Big Brother’ operation of a company, ...
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Workforce Optimization: Analytics Demystified – Employee Focus (Session 1 of 2) Show | Guest: Bill Durr

Analytics Demystified – Employee Focus (Session 1 of 2)
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Workforce Management Advanced Show | Guest: Adam Cincoski

CallTalk™ Caramels: Sweet Snippets from BenchmarkPortal’s Best CallTalk Episodes   In today’s advanced contact center environment, Workforce Management (WFM) should not be thought of as only a process, but a culture that uses data to drive systems and ...
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Employee Morale Show | Guest: Kirk Weisler

CallTalk™ Caramels: Sweet Snippets from BenchmarkPortal’s Best CallTalk Episodes   We all know that poor morale causes agent churn and that lack of positive leadership can contribute to these maladies. We may even suspect that we, as managers, may be doing ...
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Site Selection Show | Guest: Kristin Beatty

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Hold Time and Transfers Show | Guest: Dayne Petersen

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Customer and Agent Loyalty Show | Guest: Jeanne Bliss

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Outbound Calls Show | Guest: Alex Demczak

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Employee Incentive Tips Show | Guest: Dr. Brooks Mitchell

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Outsourcing Show | Guest: John Chatterley

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Call Center Training Show | Guest: Dayne Petersen

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At-Home Agent 2 Show | Guest: Steve Silver

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Workforce Management | Guest: Adam Cincoski

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Auxiliary Time | Guest: Tom Falkowski

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Team Meetings | Guest: Barbara Burke

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Taking a Fresh Look at Your Center | Guest: Dr. Bill Davis

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Compensation Strategies | Guest: John Chatterley

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Social Media and the Call Center | Guest: Kyle Gosnell

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Adherence: The Problems, The Policies, The Best Practices | Guest: Erica Cockfield

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Agent Burnout | Guest: Dru Phelps

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Managing Complaints | Guest: John Chatterley

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