2012 Year in Review by Bruce Belfiore, CEO, BenchmarkPortal

One of the key words for 2012 was “multi.” There was a noticeable increase in interest in multi-channel benchmarking, to which we are responding with an expanded survey, due out shortly. We also saw a desire to take a multi-year approach to contact center ...
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Workforce Optimization: Analytics Demystified -- Employee Focus (Session 1 of 2)

Workforce Optimization: Analytics Demystified — Employee Focus (Session 1 of 2)  Date: January 19, 2011 Host: Bruce Belfiore, CEO of BenchmarkPortal Guest: Bill Durr, Principal solutions consultant for Verint Below is the Recording of the show:
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Workforce Management: How to Understand and Embrace Advanced Workforce Management.

Work Force Management: How to understand and embrace advanced workforce management.  Date: January 12, 2011 Host: Bruce Belfiore, CEO of BenchmarkPortal Guest: Adam Cincoski, Senior Director of Workforce Management for United Health Group Below is the ...
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Employee Morale: Ideas and Insights to Create an Outrageously Cool Culture

Employee Morale: Ideas and Insights to Create an Outrageously Cool Culture  Date: January 5, 2011 Host: Bruce Belfiore, CEO of BenchmarkPortal Guest: Kirk Weisler, Chief Moral Officer Below is the Recording of the show:
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Site Selection: What does the research show are the key success factors?

Site selection: What does the research show are the key success factors?  Date: December 8, 2010 Host: Bruce Belfiore, CEO of BenchmarkPortal Guest: Kristin Beatty, Site analytics specialist with CB Richard Ellis Below is the Recording of the show:
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Hold Time and Transfers: The Balancing Act You Can Win

Hold Time and Transfers: the balancing act you can win  Date: November 10, 2010 Host: Bruce Belfiore, CEO of BenchmarkPortal Guest: Dayne Petersen, Call Center Expert Below is the Recording of the show:
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Consumer and Agent Loyalty: 5 Questions You Need to Ask Yourself Before You Leave Work Tonight

Consumer and Agent Loyalty: 5 Questions you need to ask yourself before you leave work tonight  Date: October 27, 2010 Host: Bruce Belfiore, CEO of BenchmarkPortal Guest: Jeanne Bliss, Customer Service Expert Below is the Recording of the show:
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Outbound Calls: Challenges and solutions for both blended and dedicated centers.

Outbound Calls: Challenges and solutions for both blended and dedicated centers.  Date: October 13, 2010 Host: Bruce Belfiore, CEO of BenchmarkPortal Guest: Alex Demczak Below is the Recording of the show:
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Stop botching your incentive plans: Get the science behind the results

Stop botching your incentive plans: Get the science behind the results Date: September 29, 2010 Host: Bruce Belfiore, CEO of BenchmarkPortal Guest: Dr. Brooks Mitchell Below is the Recording of the show:
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Outsourcing: Which communications should you consider trusting to a partner?

Outsourcing: Which communications should you consider trusting to a partner?  Date: September 15, 2010 Host: Bruce Belfiore, CEO of BenchmarkPortal Guest: John Chatterley, Industry Expert Below is the Recording of the show:
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At Home Agent

At Home Agent  Date: August 18, 2010 Host: Bruce Belfiore, CEO of BenchmarkPortal Guest: Steve Silver, Consultant Below is the Recording of the show
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Team Meetings- Why Your Call Center Needs Them & How Your Employees Will Benefit

Team Meetings- Why Your Call Center Needs Them & How Your Employees Will Benefit  Date: June 14, 2010 Host: Bruce Belfiore, CEO of BenchmarkPortal Guest: Barbara Burke, Call Center Consultant Below is the Recording of the show:
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Taking a fresh look at your Center: Big and small changes that can make a difference

Taking a fresh look at your Center: Big and small changes that can make a difference  Date: June 30, 2010 Host: Bruce Belfiore, CEO of BenchmarkPortal Guest: Dr. Bill Davis, Director and Account Executive Below is the Recording of the show:
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Compensation Strategies for Agents and Supervisors

Compensation strategies for agents and supervisors  Date: June 17, 2010 Host: Bruce Belfiore, CEO of BenchmarkPortal Guest: John Chatterley, Call Center Industry Expert Below is the Recording of the show:
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The Business Case for First Call Resolution

January 7th, 2010 by Peggy Carlaw pcarlaw@impactlearning.com Impact Learning Systems, a call center training company  Keeping customer service costs low while keeping customer satisfaction high is especially difficult in a struggling economy. Many companies ...
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Jan Van Der Reis interview with Bruce Belfiore Discussing Call Center Benchmarking Conference

March 11, 2010 — Global Contact Forum 2010 Entrevista con Bruce Belfiore, CEO Benchmark Portal
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Lourdes Adame's Interview with Bruce Belfiore from BenchmarkPortal Discussing Call Center Benchmarking

March 11, 2010 — Global Contact Forum 2010 Entrevista con Bruce Belfiore, CEO Benchmarking Portal  
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Social Media and the Call Center: Where Are We Headed?

Social media and the call center: Where are we headed?  Date: May 26, 2010 Host: Bruce Belfiore, CEO of BenchmarkPortal Guest: Kyle Gosnell, CEO of Interactive Innovations Below is the Recording of the show
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Adherence: The Problems, The Policies, The Best Practices

Adherence: the problems, the policies, the best practices  Date: May 19, 2010 Host: Bruce Belfiore, CEO of BenchmarkPortal Guest: Erica Cockfield, Director of Atlanta Watershed Below is the Recording of the show:
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Complaints: How 3% of calls can take 30% of your time - strategies to manage them

Complaints: How 3% of calls can take 30% of your time – strategies to manage them  Date: April 14, 2010 Host: Bruce Belfiore, CEO of BenchmarkPortal Guest: John Chatterley, Industry Expert Below is the Recording of the show:
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Agent Satisfaction: How to measure it and how to manage it

Agent Satisfaction: How to measure it and how to manage it  Date: Mar 31, 2010 Host: Bruce Belfiore, CEO of BenchmarkPortal Guest: Dayne Petersen, Call Center Expert Below is the Recording of the show:
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First Call Resolution Revisited

First call resolution revisited  Date: Mar 17, 2010 Host: Bruce Belfiore, CEO of BenchmarkPortal Guest: Rosanne D’Ausilio, Ph.D., President – Human Technologies Global Inc Below is the Recording of the show:
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Developing Agents Who Are More Customer-Centric

Developing agents who are more customer-centric  Date: March 3, 2010 Host: Bruce Belfiore, CEO of BenchmarkPortal Guest: Rosanne D’Ausilio, Ph.D., President – Human Technologies Global Inc Below is the Recording of the show:
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Benchmarking made easy: How your metrics can be leveraged for optimum results

Benchmarking made easy: How your metrics can be leveraged for optimum results  Date: February 17, 2010 Host: Bruce Belfiore, CEO of BenchmarkPortal Guest: John Chatterley, Industry Expert Below is the Recording of the show:
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Compensation Strategies for Agents and Supervisors

Compensation strategies for agents and supervisors  Date: June 17, 2010 Host: Bruce Belfiore, CEO of BenchmarkPortal Guest: John Chatterley, Call Center Industry Expert Below is the Recording of the show:
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