“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:

  • Identifying and selecting Key Performance Indicators for multiple channels
  • Tracking Multi-channel Metrics – Tools and Tricks
  • Efficiency (Cost) and Effectiveness (Quality) Balanced Scorecard Groupings in a multi-channel Center Calculating
  • Multi-channel Occupancy and Utilization to avoid Double Counting
  • Robbing Peter to pay Paul – Utilization overlap and the impact of Overtime
  • Cost per Contact – The Final Frontier

Guest Host: Mr. David Raia is highly regarded in the industry as a Contact Center Operations Improvement Specialist. He began his consulting career in 1995 and has spent the past 15 years successfully driving a variety of complex Contact Center Optimization engagements across Federal Government and Fortune 500 companies in the United States and Canada.

He has successfully delivered People, Process and Technology Improvement projects for Contact Center functions that include: Sales and Service, Credit and Collections, Campaign Management and CRM Strategies and Tactics. He and his project teams have met or exceeded Business Case commitments in each completed engagement. His areas of expertise include Virtual Consolidations, Market Segmentation, Contact Management, Quality Assurance, Agent and Supervisor Training, Reporting and Performance Management and related workforce optimization.

Mr. Raia has been a featured speaker on many of these topics at a variety of national Contact Center and Management Seminars.

Air Date: Wednesday, July 17, 2013 - 10AM/PT
Host: Bruce Belfiore, CEO & Senior Research Analyst, BenchmarkPortal
Guest Speaker: David Raia, Research Analyst, BenchmarkPortal
Season: 4, Episode Number: 11


CallTalk is a monthly internet radio program for the customer service industry featuring the most innovative managers and thought leaders in the customer contact field, interviewed by BenchmarkPortal CEO, Bruce Belfiore. Broadcast monthly, directly over the Internet to your desktop, CallTalk covers hot topics that impact today's call center. CallTalk airs without the participation of vendors so that topics will be free from their influence and guided by the needs of its listeners. If you have a topic you would like us to cover, send it to CallTalk@BenchmarkPortal.com.

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Topics: CallTalk Radio Show, CallTalk Season 4, Multi-Channel