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.
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Lemming or Leader - You Decide

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Call Center Campus 2012 - Best Practices Roundup

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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.
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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 discuss the following:
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Adding Sales to Your Customer Service Culture

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!

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

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Workforce Management Meets Workforce Morale

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Employee Training...Getting The Most Bang For Your Buck?

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Working Successfully with Generation Y

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Training - How it Sets the Atmosphere in a Contact Center

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Co-Browsing Technology for the Customer

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The Meaning of Life...in the Call Center: Rethinking Agent Satisfaction

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Assessing the Competitive Landscape for Market Expansions or Consolidations

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Social Media in the Call Center - Don't Believe the Myths

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Impact of Technology on Contact Center Performance

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Agent Adherence: Managing FMLA in the Contact Center

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Live in Vegas - Call Center Campus

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

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Voice User Interface and the Latino Caller

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

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Paving a Smooth Road Between IVR and Agent

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Home Agent: A Fresh Look At The At-Home Agent Concept

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Customer Satisfaction: Acting on the Voice of the Customer Show

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Time Management: Getting More (done) with Less (stress) Show

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Optimal IVR Call Flow Design Show

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Quality Assurance Part 2: Forms and Beyond - Coaching to Excellence Show

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

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

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

Analytics Demystified – Employee Focus (Session 1 of 2)
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Workforce Management Advanced Show

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

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

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Hold Time and Transfers Show

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Customer and Agent Loyalty Show

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Outbound Calls Show

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Employee Incentive Tips Show

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Outsourcing Show

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Call Center Training Show

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At-Home Agent 2 Show

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Workforce Management

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Auxiliary Time

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Team Meetings

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Taking a Fresh Look at Your Center

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Compensation Strategies

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Social Media and the Call Center

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Adherence: The Problems, The Policies, The Best Practices

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Agent Burnout

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Managing Complaints

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First Call Resolution Revisited

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Agent Development

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Benchmarking Made Easy

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Compensation Strategies

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After Call Work Time

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Reduce Abandon Rate

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Dashboard Best Practices

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Articles & News

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