--- title: Contact Center Articles | BenchmarkPortal description: Contact Center Articles --- - [My Account](https://www.benchmarkportal.com/my-account/edit-account/) - [Upcoming Courses](https://www.benchmarkportal.com/upcoming-contact-center-certification-training-courses/) - [Discover](https://www.benchmarkportal.com/discover-us/) - [Store](https://www.benchmarkportal.com/store/) - [Contact](https://www.benchmarkportal.com/contact-benchmarkportal/) [![bmp-logo-source-below](https://resources.benchmarkportal.com/hs-fs/hubfs/bmp-logo-source-below.png?width=196&height=64&name=bmp-logo-source-below.png)](https://www.benchmarkportal.com) - [BMP ConneX](https://www.benchmarkportal.com/bmp-connex/) - [Technology](https://www.benchmarkportal.com/bmp_connex_tech/) - [Case Studies](https://www.benchmarkportal.com/bmp-connex-case-studies/) - [Benchmarking](https://www.benchmarkportal.com/contact-center-benchmarking/) - [Benchmark Your Center](https://www.benchmarkportal.com/benchmark-your-contact-center/) - [Top Contact Centers Contest](https://www.benchmarkportal.com/top-contact-centers-contest/) - [iBenchmark](https://www.benchmarkportal.com/ibenchmark/) - [Industry Reports](https://www.benchmarkportal.com/contact-center-industry-reports/) - [Certification](https://www.benchmarkportal.com/contact-center-certification/) - [Assessments](https://www.benchmarkportal.com/contact-center-assessments/) - [Training](https://www.benchmarkportal.com/contact-center-training/) - [AI in the Contact Center](https://www.benchmarkportal.com/ai-for-contact-center-professionals-certification/) - [Management Certification](https://www.benchmarkportal.com/contact-center-manager-training-certification/) - [Supervisor Certification](https://www.benchmarkportal.com/contact-center-supervisor-training/) - [Quality Assurance Certification](https://www.benchmarkportal.com/call-center-quality-assurance-training-certification/) - [Workforce Manager Certification](https://www.benchmarkportal.com/contact-center-workforce-manager-training-certification/) - [Coaching for Performance](https://www.benchmarkportal.com/contact-center-coaching-for-performance/) - [Agent Certification](https://www.benchmarkportal.com/call-center-agent-training-certification/) - [Agent Soft-Skills](https://www.benchmarkportal.com/contact-center-agent-soft-skills-training/) - Learning Chanel - [Call Center Learning Channel](https://www.benchmarkportal.com/call-center-learning-channel/) - [Call Center Learning Channel Plus](https://www.benchmarkportal.com/call-center-learning-channel-plus/) - [Resources](https://www.benchmarkportal.com/resources/) - [Publications](https://www.benchmarkportal.com/contact-center-publications/) - [Mastery eBook Series](https://www.benchmarkportal.com/contact-center-training-free-downloads/) - [Blog: Articles & Tips](https://resources.benchmarkportal.com/contact-center-articles) - [Blog: Agent Voices](https://resources.benchmarkportal.com/contact-center-articles/topic/agent-voices) - [Books](https://www.benchmarkportal.com/contact-center-books/) - [White Papers](https://www.benchmarkportal.com/contact-center-white-papers/) - [Research Reports](https://www.benchmarkportal.com/contact-center-research-reports/) - [Glossary of Terms](https://www.benchmarkportal.com/glossary-of-terms/) - - [CallTalk Radio Show](https://www.benchmarkportal.com/calltalk-radio-show/) - [CallTalk Archives](https://resources.benchmarkportal.com/calltalk) - - [News](https://www.benchmarkportal.com/contact-center-news/) - [Contact Centers and COVID-19](https://resources.benchmarkportal.com/covid-19) - [Press Releases](https://resources.benchmarkportal.com/news/tag/press-releases) - [Testimonials](https://www.benchmarkportal.com/contact-center-videos/) - [Videos](https://www.benchmarkportal.com/contact-center-videos/) - [Partners](https://www.benchmarkportal.com/partners/) - [FAQ](https://www.benchmarkportal.com/faq/) - - [Discover Us](https://www.benchmarkportal.com/discover-us/) - [Contact](https://www.benchmarkportal.com/contact-benchmarkportal/) - [About](https://www.benchmarkportal.com/about-benchmarkportal/) - [Our Team](https://www.benchmarkportal.com/our-team/) - [Career Opportunities](https://www.benchmarkportal.com/career-opportunities/) Search ... # Contact Center Articles ## BenchmarkPortal ### Recent Posts ## [The KPI Isn’t Necessarily the Problem: How to Find the Operational Gap Behind the Number](https://resources.benchmarkportal.com/contact-center-articles/the-kpi-isnt-necessarily-the-problem-how-to-find-the-operational-gap-behind-the-number) Sep 25, 2026 | [Top Contact Centers Contest](https://resources.benchmarkportal.com/contact-center-articles/topic/top-contact-centers-contest) A red metric tells you where to look. It does not tell you what to fix. Contact center leaders rarely suffer from a shortage of data. The more challenging problem is deciding what the data means. A dashboard can tell you that average handle time increased, ... [read more](https://resources.benchmarkportal.com/contact-center-articles/the-kpi-isnt-necessarily-the-problem-how-to-find-the-operational-gap-behind-the-number) ## [2026 Top Contact Centers Contest Winners are...](https://resources.benchmarkportal.com/contact-center-articles/2026-top-contact-centers-contest-winners-are) Jun 1, 2026 | [Top Contact Centers Contest](https://resources.benchmarkportal.com/contact-center-articles/topic/top-contact-centers-contest) BenchmarkPortal, a leading contact center consulting services group, announces the winners of its 2026 Top Contact Centers Contest. The awards are based on contestants' performance on key operating metrics. The winners in each category had the highest ... [read more](https://resources.benchmarkportal.com/contact-center-articles/2026-top-contact-centers-contest-winners-are) ## [2025 Top Contact Centers Contest Winners are...](https://resources.benchmarkportal.com/contact-center-articles/2025-top-contact-centers-contest-winners-are) Jul 2, 2025 | [Top Contact Centers Contest](https://resources.benchmarkportal.com/contact-center-articles/topic/top-contact-centers-contest) BenchmarkPortal, a leading contact center consulting services group, announces the winners of its 2025 Top Contact Centers Contest. The awards are based on contestants' performance on key operating metrics. The winners in each category had the highest ... [read more](https://resources.benchmarkportal.com/contact-center-articles/2025-top-contact-centers-contest-winners-are) ## [2024 Top Contact Centers Contest Winners are...](https://resources.benchmarkportal.com/contact-center-articles/2024-top-contact-centers-contest-winners-are) Mar 27, 2024 | [Top Contact Centers Contest](https://resources.benchmarkportal.com/contact-center-articles/topic/top-contact-centers-contest) BenchmarkPortal, a leading contact center consulting services group, announces the winners of its 2024 Top Contact Centers Contest. The awards are based on contestants' performance on key operating metrics. The winners in each category had the highest ... [read more](https://resources.benchmarkportal.com/contact-center-articles/2024-top-contact-centers-contest-winners-are) ## [The Basics for Providing Superior Customer Experiences through Your Contact Center](https://resources.benchmarkportal.com/contact-center-articles/the-basics-for-providing-superior-customer-experiences-through-your-contact-center) Jul 24, 2023 | [Agent Development](https://resources.benchmarkportal.com/contact-center-articles/topic/agent-development), [Agent Engagement](https://resources.benchmarkportal.com/contact-center-articles/topic/agent-engagement), [Customer Experience](https://resources.benchmarkportal.com/contact-center-articles/topic/customer-experience) Bruce Belfiore, CEO BenchmarkPortal [read more](https://resources.benchmarkportal.com/contact-center-articles/the-basics-for-providing-superior-customer-experiences-through-your-contact-center) ## [Ten Tips for Hiring Contact Center Agents](https://resources.benchmarkportal.com/contact-center-articles/ten-tips-for-hiring-contact-center-agents) Jul 10, 2023 | [At-Home Agents](https://resources.benchmarkportal.com/contact-center-articles/topic/at-home-agents), [Best Practices](https://resources.benchmarkportal.com/contact-center-articles/topic/best-practices), [Hiring](https://resources.benchmarkportal.com/contact-center-articles/topic/hiring), [Background Test](https://resources.benchmarkportal.com/contact-center-articles/topic/background-test) Bruce Belfiore, CEO BenchmarkPortal [read more](https://resources.benchmarkportal.com/contact-center-articles/ten-tips-for-hiring-contact-center-agents) ## [Al means "All Inclusive" - How Agents and Managers can Thrive with Artificial Intelligence](https://resources.benchmarkportal.com/contact-center-articles/al-means-all-inclusive-how-agents-and-managers-can-thrive-with-artificial-intelligence) Jun 14, 2023 | [AI](https://resources.benchmarkportal.com/contact-center-articles/topic/ai), [A.I.](https://resources.benchmarkportal.com/contact-center-articles/topic/a-i), [Artificial Intelligence](https://resources.benchmarkportal.com/contact-center-articles/topic/artificial-intelligence) Bruce Belfiore CEO, BenchmarkPortal [read more](https://resources.benchmarkportal.com/contact-center-articles/al-means-all-inclusive-how-agents-and-managers-can-thrive-with-artificial-intelligence) ## [How to Select Contact Center Supervisors](https://resources.benchmarkportal.com/contact-center-articles/how-to-select-contact-center-supervisors) Jun 1, 2023 | [AI](https://resources.benchmarkportal.com/contact-center-articles/topic/ai), [supervisor](https://resources.benchmarkportal.com/contact-center-articles/topic/supervisor), [A.I.](https://resources.benchmarkportal.com/contact-center-articles/topic/a-i) Bruce Belfiore, CEO BenchmarkPortal [read more](https://resources.benchmarkportal.com/contact-center-articles/how-to-select-contact-center-supervisors) ## [Tips on Transitioning to an AI-based Contact Center](https://resources.benchmarkportal.com/contact-center-articles/tips-on-transitioning-to-an-ai-based-contact-center) May 22, 2023 | [AI](https://resources.benchmarkportal.com/contact-center-articles/topic/ai), [A.I.](https://resources.benchmarkportal.com/contact-center-articles/topic/a-i) Bruce Belfiore CEO, BenchmarkPortal Transitioning from a traditional contact center model to an AI-based model can be a daunting and complex process, but it is essential to meet the changing needs and expectations of customers. Here are some steps to consider ... [read more](https://resources.benchmarkportal.com/contact-center-articles/tips-on-transitioning-to-an-ai-based-contact-center) ## [2023 Top Contact Centers Contest Winners are...](https://resources.benchmarkportal.com/contact-center-articles/2023-top-contact-centers-contest-winners-are) Apr 14, 2023 | [Top Contact Centers Contest](https://resources.benchmarkportal.com/contact-center-articles/topic/top-contact-centers-contest) BenchmarkPortal, a leading contact center consulting services group, announces the winners of its 2023 Top Contact Centers Contest. The awards are based on contestants' performance on key operating metrics. The winners in each category had the highest ... [read more](https://resources.benchmarkportal.com/contact-center-articles/2023-top-contact-centers-contest-winners-are) ## [Agent Experience (AX): The Next Frontier for Elevating the Customer Experience (CX)](https://resources.benchmarkportal.com/contact-center-articles/agent-experience-ax-the-next-frontier-for-elevating-the-customer-experience-cx) Nov 21, 2022 | [Agent Development](https://resources.benchmarkportal.com/contact-center-articles/topic/agent-development), [Customer Experience](https://resources.benchmarkportal.com/contact-center-articles/topic/customer-experience), [Agent Performance](https://resources.benchmarkportal.com/contact-center-articles/topic/agent-performance) Introduction Elevating the Customer Experience (CX) is an obsession for the contact center industry, and rightly so. The experiences that customers have with your contact center condition the way they think about you as a supplier of goods and services and as ... [read more](https://resources.benchmarkportal.com/contact-center-articles/agent-experience-ax-the-next-frontier-for-elevating-the-customer-experience-cx) ## [State of Agent Experience 2022: Survey](https://resources.benchmarkportal.com/contact-center-articles/contact-center-knowledge-management-state-2022) Jun 15, 2022 | [Agent Development](https://resources.benchmarkportal.com/contact-center-articles/topic/agent-development), [Customer Experience](https://resources.benchmarkportal.com/contact-center-articles/topic/customer-experience), [Agent Performance](https://resources.benchmarkportal.com/contact-center-articles/topic/agent-performance) BenchmarkPortal conducted a survey on behalf of eGain to find the state of agent experience (AX) in contact centers in the US. The survey also found from agents how good contact center knowledge is in helping them provide customer service. The survey was held ... [read more](https://resources.benchmarkportal.com/contact-center-articles/contact-center-knowledge-management-state-2022) ## [Webinar: Knowledge Hubs | Turbocharge your CX and AX with KX (Knowledge-Guided Experience)](https://resources.benchmarkportal.com/contact-center-articles/knowledge-hubs-turbocharge-your-cx-and-ax-with-kx-knowledge-guided-experience) Mar 17, 2022 | [read more](https://resources.benchmarkportal.com/contact-center-articles/knowledge-hubs-turbocharge-your-cx-and-ax-with-kx-knowledge-guided-experience) ## [2022 Top Contact Centers Contest Winners are...](https://resources.benchmarkportal.com/contact-center-articles/2022-top-contact-centers-contest-winners-are) Feb 23, 2022 | [Top Contact Centers Contest](https://resources.benchmarkportal.com/contact-center-articles/topic/top-contact-centers-contest) BenchmarkPortal, a leading contact center consulting services group, announces the winners of its 2022 Top Contact Centers Contest. The awards are based on contestants' performance on key operating metrics. The winners in each category had the highest ... [read more](https://resources.benchmarkportal.com/contact-center-articles/2022-top-contact-centers-contest-winners-are) ## [CUSTOMER SERVICE WEEK: WE SHOULD ALL BE PROUD!](https://resources.benchmarkportal.com/contact-center-articles/customer-service-week-we-should-all-be-proud) Sep 30, 2021 | [customer service week](https://resources.benchmarkportal.com/contact-center-articles/topic/customer-service-week) BY BRUCE BELFIORE | September 30, 2021 [read more](https://resources.benchmarkportal.com/contact-center-articles/customer-service-week-we-should-all-be-proud) ## [Agents believe their organizations remain focused on CSat, BUT...](https://resources.benchmarkportal.com/contact-center-articles/agents-believe-their-organizations-remain-focused-on-csat-but) Jul 21, 2021 | [Agent Voices](https://resources.benchmarkportal.com/contact-center-articles/topic/agent-voices), [Organizational Vision](https://resources.benchmarkportal.com/contact-center-articles/topic/organizational-vision), [Customer Focused Culture](https://resources.benchmarkportal.com/contact-center-articles/topic/customer-focused-culture), [call center performance](https://resources.benchmarkportal.com/contact-center-articles/topic/call-center-performance) Santa Barbara, CA – 76.64% of surveyed agents believe that their respective organizations are focused on Customer Satisfaction according to BenchmarkPortal's 2020 Agent Voices Report. The survey reports that 45.66% of the respondents "strongly agree" to the ... [read more](https://resources.benchmarkportal.com/contact-center-articles/agents-believe-their-organizations-remain-focused-on-csat-but) ## [SPOILER ALERT: Agents want a heads up BEFORE changes affect customers](https://resources.benchmarkportal.com/contact-center-articles/spoiler-alert-agents-want-a-heads-up-before-changes-affect-customers) Jul 8, 2021 | [Agent Satisfaction](https://resources.benchmarkportal.com/contact-center-articles/topic/agent-satisfaction), [Management](https://resources.benchmarkportal.com/contact-center-articles/topic/management), [Customer Service](https://resources.benchmarkportal.com/contact-center-articles/topic/customer-service), [Optimizing Call Center](https://resources.benchmarkportal.com/contact-center-articles/topic/optimizing-call-center), [Call Center Agents](https://resources.benchmarkportal.com/contact-center-articles/topic/call-center-agents), [Agent Performance](https://resources.benchmarkportal.com/contact-center-articles/topic/agent-performance) [read more](https://resources.benchmarkportal.com/contact-center-articles/spoiler-alert-agents-want-a-heads-up-before-changes-affect-customers) ## [Report finds that Agents are Proud of their Workplaces.](https://resources.benchmarkportal.com/contact-center-articles/report-finds-that-agents-are-proud-of-their-workplaces) Jun 17, 2021 | [Employee Morale](https://resources.benchmarkportal.com/contact-center-articles/topic/employee-morale), [Consumer and Agent Loyalty](https://resources.benchmarkportal.com/contact-center-articles/topic/consumer-and-agent-loyalty), [employee satisfaction](https://resources.benchmarkportal.com/contact-center-articles/topic/employee-satisfaction) Santa Barbara, CA – Despite well-publicized challenges, BenchmarkPortal’s Agent Voices Report finds that a great majority of contact center agents are proud to work for their respective companies. While the calculated score for the question, “I am proud to ... [read more](https://resources.benchmarkportal.com/contact-center-articles/report-finds-that-agents-are-proud-of-their-workplaces) ## [Organizational Structure: Foundation for Contact Center Success | 2021 UPDATE](https://resources.benchmarkportal.com/contact-center-articles/organizational-structure-foundation-for-contact-center-success-update) Feb 1, 2021 | [At-Home Agents](https://resources.benchmarkportal.com/contact-center-articles/topic/at-home-agents), [Contact Center Articles](https://resources.benchmarkportal.com/contact-center-articles/topic/contact-center-articles), [Organizational Structure](https://resources.benchmarkportal.com/contact-center-articles/topic/organizational-structure), [Outsourcing](https://resources.benchmarkportal.com/contact-center-articles/topic/outsourcing), [Shrinkage situations](https://resources.benchmarkportal.com/contact-center-articles/topic/shrinkage-situations), [Functional change situations](https://resources.benchmarkportal.com/contact-center-articles/topic/functional-change-situations), [Growth situations](https://resources.benchmarkportal.com/contact-center-articles/topic/growth-situations), [Mergers and Acquisitions](https://resources.benchmarkportal.com/contact-center-articles/topic/mergers-and-acquisitions), [Work From home](https://resources.benchmarkportal.com/contact-center-articles/topic/work-from-home) (Updated February 2, 2021) By Bruce Belfiore We have all seen photographs of sinkholes that have swallowed buildings whole. Weak underpinnings can have tragic consequences; what you don’t see can really hurt you! In the contact center world, organizational ... [read more](https://resources.benchmarkportal.com/contact-center-articles/organizational-structure-foundation-for-contact-center-success-update) ## [BenchmarkPortal Announces The Top Ranking 2020 Top Contact Centers Contest Winners](https://resources.benchmarkportal.com/contact-center-articles/2020-top-contact-centers-contest-winners) Mar 10, 2020 | [Top Contact Centers Contest](https://resources.benchmarkportal.com/contact-center-articles/topic/top-contact-centers-contest) BenchmarkPortal, a leading contact center consulting services group, announces the winners of its 2020 Top Contact Centers Contest. The awards are based on contestants' performance on key operating metrics. The winners in each category had the highest ... [read more](https://resources.benchmarkportal.com/contact-center-articles/2020-top-contact-centers-contest-winners) ## [BenchmarkPortal Announces The Top Ranking 2019 Top Contact Centers Contest Winners](https://resources.benchmarkportal.com/contact-center-articles/2019-top-contact-centers-contest-winners) Mar 3, 2019 | [Top Contact Centers Contest](https://resources.benchmarkportal.com/contact-center-articles/topic/top-contact-centers-contest) BenchmarkPortal, a leading contact center consulting services group, announces the winners of its 2019 Top Contact Centers Contest. The awards are based on contestants' performance data on key operating metrics. The winners in each category had the highest ... [read more](https://resources.benchmarkportal.com/contact-center-articles/2019-top-contact-centers-contest-winners) ## [Revitalizing Your Call Center: Small Changes that Make Big Differences](https://resources.benchmarkportal.com/contact-center-articles/revitalizing-your-call-center-small-changes-that-make-big-differences) Apr 10, 2018 | [Taking a fresh look at your Center](https://resources.benchmarkportal.com/contact-center-articles/topic/taking-a-fresh-look-at-your-center), [CallTalk Caramels](https://resources.benchmarkportal.com/contact-center-articles/topic/calltalk-caramels), [CallTalk](https://resources.benchmarkportal.com/contact-center-articles/topic/calltalk) CallTalk™ Caramels: Sweet Snippets from BenchmarkPortal’s Best CallTalk Episodes Tip of the day: The investments you make in your people (including their work environment) are your most important investments - and will provide you with positive Return on ... [read more](https://resources.benchmarkportal.com/contact-center-articles/revitalizing-your-call-center-small-changes-that-make-big-differences) ## [BenchmarkPortal Announces The Top Ranking 2018 Top Contact Centers Contest Winners](https://resources.benchmarkportal.com/contact-center-articles/2018-top-contact-centers-contest-winners) Mar 7, 2018 | [Top Contact Centers Contest](https://resources.benchmarkportal.com/contact-center-articles/topic/top-contact-centers-contest) BenchmarkPortal, a leading contact center consulting services group, announces the winners of its 2018 Top Contact Centers Contest. Participants submitted performance data on key operating metrics. The winners in each category had the highest statistical ... [read more](https://resources.benchmarkportal.com/contact-center-articles/2018-top-contact-centers-contest-winners) ## [Revitalizing Your Call Center - Small Changes that Make Big Differences](https://resources.benchmarkportal.com/contact-center-articles/calltalk-caramels-revitalizing-your-call-center-small-changes-that-make-big-differences) Feb 21, 2018 | [CallTalk Caramels](https://resources.benchmarkportal.com/contact-center-articles/topic/calltalk-caramels), [Contact Center Articles](https://resources.benchmarkportal.com/contact-center-articles/topic/contact-center-articles), [Revitalizing Your Call Center](https://resources.benchmarkportal.com/contact-center-articles/topic/revitalizing-your-call-center) Like any other work environment, call centers can either become a place of joy or the proverbial dungeon – that place to which we must go to serve out our time. If you find yourself dreading work each day, it’s time to take action. Some simple changes can ... [read more](https://resources.benchmarkportal.com/contact-center-articles/calltalk-caramels-revitalizing-your-call-center-small-changes-that-make-big-differences) ## [Webinar: No More Boring Queue Time](https://resources.benchmarkportal.com/contact-center-articles/webinar-no-more-boring-queue-time) Nov 30, 2017 | [Optimizing Call Center](https://resources.benchmarkportal.com/contact-center-articles/topic/optimizing-call-center), [Queue Time](https://resources.benchmarkportal.com/contact-center-articles/topic/queue-time) Learn about the low cost, high value technology that optimizes any Queue Time you cannot eliminate - - in a way your customers will love! •Earn money from your queue and hold times, or •Enhance your branding message during queue, or •Increase cross-sell ... [read more](https://resources.benchmarkportal.com/contact-center-articles/webinar-no-more-boring-queue-time) ## [Customer Service Teams: Success with Generation Y](https://resources.benchmarkportal.com/contact-center-articles/customer-service-teams-success-generation-y) Jul 5, 2017 | [CallTalk Caramels](https://resources.benchmarkportal.com/contact-center-articles/topic/calltalk-caramels), [Contact Center Articles](https://resources.benchmarkportal.com/contact-center-articles/topic/contact-center-articles), [Customer Service](https://resources.benchmarkportal.com/contact-center-articles/topic/customer-service) Contact center managers are caught in a triangle: they have to satisfy their bosses by satisfying their customers, which requires satisfied and productive employees. Increasingly, the employees they have to satisfy belong to the millennials of Generation-Y. [read more](https://resources.benchmarkportal.com/contact-center-articles/customer-service-teams-success-generation-y) ## [Say What? Optimizing Your Language Interpretation Capabilities](https://resources.benchmarkportal.com/contact-center-articles/contact-center-economics-101-say-what-optimizing-your-language-interpretation-capabilities) Jun 28, 2017 | [Contact Center Economics 101](https://resources.benchmarkportal.com/contact-center-articles/topic/contact-center-economics-101), [Contact Center Articles](https://resources.benchmarkportal.com/contact-center-articles/topic/contact-center-articles), [Language Interpretation](https://resources.benchmarkportal.com/contact-center-articles/topic/language-interpretation) You may have seen the clever ad about the young German Coast Guard officer who receives a Mayday call from a British ship that is going down. “We’re sinking, we’re sinking!” yells the Englishman. The German calmly asks: “Vat are you sinking (thinking) about?” ... [read more](https://resources.benchmarkportal.com/contact-center-articles/contact-center-economics-101-say-what-optimizing-your-language-interpretation-capabilities) ## [Leveraging Your International “Sibling Centers” for Fun and Profit](https://resources.benchmarkportal.com/contact-center-articles/contact-center-economics-101-leveraging-your-international-sibling-centers-for-fun-and-profit) May 15, 2017 | [Contact Center Economics 101](https://resources.benchmarkportal.com/contact-center-articles/topic/contact-center-economics-101), [Sibling Centers](https://resources.benchmarkportal.com/contact-center-articles/topic/sibling-centers), [Contact Center Articles](https://resources.benchmarkportal.com/contact-center-articles/topic/contact-center-articles) More and more contact centers are part of multi-national enterprises. Either as a result of organic growth, or as a result of trans-border mergers, contact center managers are increasingly part of a polyglot corporate community. However, most managers live in ... [read more](https://resources.benchmarkportal.com/contact-center-articles/contact-center-economics-101-leveraging-your-international-sibling-centers-for-fun-and-profit) ## [Everything You Wanted to Know About First Call Resolution](https://resources.benchmarkportal.com/contact-center-articles/calltalk-caramels-everything-you-wanted-to-know-about-first-call-resolution) May 3, 2017 | [First Call Resolution](https://resources.benchmarkportal.com/contact-center-articles/topic/first-call-resolution), [CallTalk Caramels](https://resources.benchmarkportal.com/contact-center-articles/topic/calltalk-caramels), [Contact Center Articles](https://resources.benchmarkportal.com/contact-center-articles/topic/contact-center-articles) First call resolution (FCR) is best defined as the percentage of calls coming into your center that were satisfied completely on the first call, whether by IVR or by an agent. The goals of FCR include better agent performance, increased customer satisfaction, ... [read more](https://resources.benchmarkportal.com/contact-center-articles/calltalk-caramels-everything-you-wanted-to-know-about-first-call-resolution) ## [Balancing Hold Time and Transfers](https://resources.benchmarkportal.com/contact-center-articles/balancing-hold-time-transfers) Apr 19, 2017 | [At-Home Agents](https://resources.benchmarkportal.com/contact-center-articles/topic/at-home-agents), [Transfers](https://resources.benchmarkportal.com/contact-center-articles/topic/transfers), [CallTalk Caramels](https://resources.benchmarkportal.com/contact-center-articles/topic/calltalk-caramels), [Contact Center Articles](https://resources.benchmarkportal.com/contact-center-articles/topic/contact-center-articles), [Hold Time](https://resources.benchmarkportal.com/contact-center-articles/topic/hold-time) When agents are faced with a challenging question and do not have the answer, they generally have one of two options; 1) place the caller on hold, while they look for the answer, or 2) transfer the call to someone with the requisite knowledge. Thus we see a ... [read more](https://resources.benchmarkportal.com/contact-center-articles/balancing-hold-time-transfers) ## [First Call Resolution - It’s Not Only a Quality Metric](https://resources.benchmarkportal.com/contact-center-articles/contact-center-economics-101-first-call-resolution-its-not-only-a-quality-metric) Apr 19, 2017 | [First Call Resolution](https://resources.benchmarkportal.com/contact-center-articles/topic/first-call-resolution), [Contact Center Economics 101](https://resources.benchmarkportal.com/contact-center-articles/topic/contact-center-economics-101), [Contact Center Articles](https://resources.benchmarkportal.com/contact-center-articles/topic/contact-center-articles) I consider First Contact Resolution (FCR) the “magic metric” for call centers, because it has impact on both quality and costs. Thus, when you take steps to improve it, you add value to your enterprise, both in terms of loyalty and bottom line. Most managers ... [read more](https://resources.benchmarkportal.com/contact-center-articles/contact-center-economics-101-first-call-resolution-its-not-only-a-quality-metric) ## [Nobel Prize for Economics - The Link Between Customer Contact and Economic Growth](https://resources.benchmarkportal.com/contact-center-articles/contact-center-economics-101-nobel-prize-for-economics-the-link-between-customer-contact-and-economic-growth) Apr 5, 2017 | [Contact Center Economics 101](https://resources.benchmarkportal.com/contact-center-articles/topic/contact-center-economics-101), [Contact Center Articles](https://resources.benchmarkportal.com/contact-center-articles/topic/contact-center-articles), [Economic Growth](https://resources.benchmarkportal.com/contact-center-articles/topic/economic-growth) Ok. Here’s my bid for a Nobel. One of the macro questions for the customer contact industry is: “Does a robust customer contact industry correlate with higher economic growth?” The implications of this question are enormous. If such a relationship can be ... [read more](https://resources.benchmarkportal.com/contact-center-articles/contact-center-economics-101-nobel-prize-for-economics-the-link-between-customer-contact-and-economic-growth) ## [Prince Charles and AHT](https://resources.benchmarkportal.com/contact-center-articles/contact-center-economics-101-prince-charles-and-aht) Mar 15, 2017 | [After Call Work Time](https://resources.benchmarkportal.com/contact-center-articles/topic/after-call-work-time), [Contact Center Economics 101](https://resources.benchmarkportal.com/contact-center-articles/topic/contact-center-economics-101), [Contact Center Articles](https://resources.benchmarkportal.com/contact-center-articles/topic/contact-center-articles), [Hold Time](https://resources.benchmarkportal.com/contact-center-articles/topic/hold-time), [Average Talk Time](https://resources.benchmarkportal.com/contact-center-articles/topic/average-talk-time) “If you chuck away too many things, you end up discovering there was value in them.” This quote from Prince Charles is a warning to our sector. The customer contact industry is prone to vogues just like any other. Several years ago it was fashionable to be ... [read more](https://resources.benchmarkportal.com/contact-center-articles/contact-center-economics-101-prince-charles-and-aht) ## [OMG Text To Collect LOL!!!](https://resources.benchmarkportal.com/contact-center-articles/contact-center-economics-101-omg-text-to-collect-lol) Mar 1, 2017 | [Contact Center Economics 101](https://resources.benchmarkportal.com/contact-center-articles/topic/contact-center-economics-101), [Contact Center Articles](https://resources.benchmarkportal.com/contact-center-articles/topic/contact-center-articles), [Mobile](https://resources.benchmarkportal.com/contact-center-articles/topic/mobile) Mobile is seen as a big challenge by most of the contact center industry - - and rightly so. However, it also offers some wonderful opportunities, one of which is aimed squarely at your collections function. Traditionally, a right party connect has required ... [read more](https://resources.benchmarkportal.com/contact-center-articles/contact-center-economics-101-omg-text-to-collect-lol) ## [When WFM Means Workforce Manna - Contact Center Economics 101](https://resources.benchmarkportal.com/contact-center-articles/contact-center-economics-101-when-wfm-means-workforce-manna) Feb 15, 2017 | [Workforce Management](https://resources.benchmarkportal.com/contact-center-articles/topic/workforce-management), [Contact Center Economics 101](https://resources.benchmarkportal.com/contact-center-articles/topic/contact-center-economics-101), [Contact Center Articles](https://resources.benchmarkportal.com/contact-center-articles/topic/contact-center-articles) There are literally thousands of contact centers that are on (or over) the cusp of needing advanced workforce management systems. Continuing to spreadsheet your workforce needs as your center grows and becomes more complex may seem like a thrifty thing to do ... [read more](https://resources.benchmarkportal.com/contact-center-articles/contact-center-economics-101-when-wfm-means-workforce-manna) ## [Acting on the Voice of the Customer](https://resources.benchmarkportal.com/contact-center-articles/voice-of-the-customer) Feb 2, 2017 | [At-Home Agents](https://resources.benchmarkportal.com/contact-center-articles/topic/at-home-agents), [CallTalk Caramels](https://resources.benchmarkportal.com/contact-center-articles/topic/calltalk-caramels), [Contact Center Articles](https://resources.benchmarkportal.com/contact-center-articles/topic/contact-center-articles), [Voice of the Customer](https://resources.benchmarkportal.com/contact-center-articles/topic/voice-of-the-customer), [Customer Feedback](https://resources.benchmarkportal.com/contact-center-articles/topic/customer-feedback) Customer feedback is only worthwhile when it is used to change behaviors within the organization to improve the customer experience. Yet most companies find it challenging to design and implement a truly effective customer voice program that adheres to best ... [read more](https://resources.benchmarkportal.com/contact-center-articles/voice-of-the-customer) ## [What is Your Cost of Turnover? and why you should know it](https://resources.benchmarkportal.com/contact-center-articles/contact-center-economics-101-what-is-your-cost-of-turnover-and-why-you-should-know-it) Feb 1, 2017 | [Agent Turnover](https://resources.benchmarkportal.com/contact-center-articles/topic/agent-turnover), [Contact Center Economics 101](https://resources.benchmarkportal.com/contact-center-articles/topic/contact-center-economics-101), [Contact Center Articles](https://resources.benchmarkportal.com/contact-center-articles/topic/contact-center-articles), [Cost of Turnover](https://resources.benchmarkportal.com/contact-center-articles/topic/cost-of-turnover) Do you know what your true cost of turnover is? When I ask this question to groups of call center managers, few raise their hands. Yet it is important to know how much it costs to recruit, on-board and train agents for two main economic reasons: a) turnover ... [read more](https://resources.benchmarkportal.com/contact-center-articles/contact-center-economics-101-what-is-your-cost-of-turnover-and-why-you-should-know-it) ## [Staffing Smart = Bucks to the Bottom Line](https://resources.benchmarkportal.com/contact-center-articles/staffing-smart-bucks-to-the-bottom-line-economics-101) Jan 18, 2017 | [Contact Center Economics 101](https://resources.benchmarkportal.com/contact-center-articles/topic/contact-center-economics-101), [Contact Center Articles](https://resources.benchmarkportal.com/contact-center-articles/topic/contact-center-articles), [Staffing Smart](https://resources.benchmarkportal.com/contact-center-articles/topic/staffing-smart), [Cost Per](https://resources.benchmarkportal.com/contact-center-articles/topic/cost-per) Do you know what your average cost per call is? If not, you should make the effort to compute it. It is a key metric because important decisions should take it into account, including staffing decisions. Consider one center that had an abandon rate of 6.5%. ... [read more](https://resources.benchmarkportal.com/contact-center-articles/staffing-smart-bucks-to-the-bottom-line-economics-101) ## [Big Data Meets Recruiting](https://resources.benchmarkportal.com/contact-center-articles/big-data-meets-recruiting-economics-101) Jan 4, 2017 | [Big Data](https://resources.benchmarkportal.com/contact-center-articles/topic/big-data), [Contact Center Economics 101](https://resources.benchmarkportal.com/contact-center-articles/topic/contact-center-economics-101), [Contact Center Articles](https://resources.benchmarkportal.com/contact-center-articles/topic/contact-center-articles), [Recruiting](https://resources.benchmarkportal.com/contact-center-articles/topic/recruiting) We hear a lot about “big data” - - but what has it done for you? For many, the answer is “not much”…yet. However, recently concluded research results indicate big data may help you hire better in the very near future. [read more](https://resources.benchmarkportal.com/contact-center-articles/big-data-meets-recruiting-economics-101) ## [How and Why Contact Center Benchmarking Works](https://resources.benchmarkportal.com/contact-center-articles/how-contact-ceneter-benchmarking-works) Nov 18, 2016 | [Benchmarking](https://resources.benchmarkportal.com/contact-center-articles/topic/benchmarking), [Contact Center Articles](https://resources.benchmarkportal.com/contact-center-articles/topic/contact-center-articles) Industry-specific benchmarking is the baseline for best practice analytics because it is the essential first step in analyzing your situation against other contact centers that take similar calls and service similar customers. Without this competitive ... [read more](https://resources.benchmarkportal.com/contact-center-articles/how-contact-ceneter-benchmarking-works) ## [Initiating an At-Home Agent Policy](https://resources.benchmarkportal.com/contact-center-articles/calltalk-caramels-home-agents-2) Nov 15, 2016 | [At-Home Agents](https://resources.benchmarkportal.com/contact-center-articles/topic/at-home-agents), [CallTalk Caramels](https://resources.benchmarkportal.com/contact-center-articles/topic/calltalk-caramels), [Contact Center Articles](https://resources.benchmarkportal.com/contact-center-articles/topic/contact-center-articles), [Reducing Budget](https://resources.benchmarkportal.com/contact-center-articles/topic/reducing-budget), [Hiring](https://resources.benchmarkportal.com/contact-center-articles/topic/hiring) The Home-Based Agent (HBA) continues to gain popularity within the contact center industry for compelling reasons of: [read more](https://resources.benchmarkportal.com/contact-center-articles/calltalk-caramels-home-agents-2) ## [At Home Agents Are Strategic Assets - CallTalk Caramels](https://resources.benchmarkportal.com/contact-center-articles/calltalk-caramels-home-agents) Sep 28, 2016 | [At-Home Agents](https://resources.benchmarkportal.com/contact-center-articles/topic/at-home-agents), [CallTalk Caramels](https://resources.benchmarkportal.com/contact-center-articles/topic/calltalk-caramels), [Contact Center Articles](https://resources.benchmarkportal.com/contact-center-articles/topic/contact-center-articles) The Home-Based Agent (HBA) continues to gain popularity within the contact center industry for compelling reasons of: [read more](https://resources.benchmarkportal.com/contact-center-articles/calltalk-caramels-home-agents) ## [Agent Satisfiers](https://resources.benchmarkportal.com/contact-center-articles/agent-satisfiers) Jul 5, 2016 | [Agent Turnover](https://resources.benchmarkportal.com/contact-center-articles/topic/agent-turnover), [Agent Satisfaction](https://resources.benchmarkportal.com/contact-center-articles/topic/agent-satisfaction), [Management](https://resources.benchmarkportal.com/contact-center-articles/topic/management), [Agent Voices](https://resources.benchmarkportal.com/contact-center-articles/topic/agent-voices) The surveys taken by the respondents included two open-ended questions: [read more](https://resources.benchmarkportal.com/contact-center-articles/agent-satisfiers) ## [Agent Satisfaction by Region - USA](https://resources.benchmarkportal.com/contact-center-articles/agent-satisfaction-by-region) Jun 28, 2016 | [Agent Turnover](https://resources.benchmarkportal.com/contact-center-articles/topic/agent-turnover), [Agent Satisfaction](https://resources.benchmarkportal.com/contact-center-articles/topic/agent-satisfaction), [Management](https://resources.benchmarkportal.com/contact-center-articles/topic/management), [Agent Voices](https://resources.benchmarkportal.com/contact-center-articles/topic/agent-voices) Our research showed some interesting results when surveys were broken down by geographical region. The following information is for the U.S. only: [read more](https://resources.benchmarkportal.com/contact-center-articles/agent-satisfaction-by-region) ## [Agent Satisfaction and Center Size](https://resources.benchmarkportal.com/contact-center-articles/agent-satisfaction-and-center-size) Jun 21, 2016 | [Agent Turnover](https://resources.benchmarkportal.com/contact-center-articles/topic/agent-turnover), [Agent Satisfaction](https://resources.benchmarkportal.com/contact-center-articles/topic/agent-satisfaction), [Management](https://resources.benchmarkportal.com/contact-center-articles/topic/management), [Agent Voices](https://resources.benchmarkportal.com/contact-center-articles/topic/agent-voices), [Center Size](https://resources.benchmarkportal.com/contact-center-articles/topic/center-size) There has been much speculation but little hard data regarding the relative merits of large centers vs. smaller centers. Our research offers a window into the impact of center size on agent satisfaction, which is important given the attendant impact of agent ... [read more](https://resources.benchmarkportal.com/contact-center-articles/agent-satisfaction-and-center-size) ## [Agent Satisfaction and Commute](https://resources.benchmarkportal.com/contact-center-articles/agent-satisfaction-and-commute) Jun 14, 2016 | [Agent Turnover](https://resources.benchmarkportal.com/contact-center-articles/topic/agent-turnover), [Agent Satisfaction](https://resources.benchmarkportal.com/contact-center-articles/topic/agent-satisfaction), [Management](https://resources.benchmarkportal.com/contact-center-articles/topic/management), [Agent Voices](https://resources.benchmarkportal.com/contact-center-articles/topic/agent-voices) While most managers do not consider commuting distance in their recruiting and hiring decisions, the following data challenges this norm. [read more](https://resources.benchmarkportal.com/contact-center-articles/agent-satisfaction-and-commute) ## [Satisfaction: Full-Time vs. Part-Time Agents](https://resources.benchmarkportal.com/contact-center-articles/full-time-vs-part-time-agents) Jun 7, 2016 | [Agent Turnover](https://resources.benchmarkportal.com/contact-center-articles/topic/agent-turnover), [Agent Satisfaction](https://resources.benchmarkportal.com/contact-center-articles/topic/agent-satisfaction), [Management](https://resources.benchmarkportal.com/contact-center-articles/topic/management), [Agent Voices](https://resources.benchmarkportal.com/contact-center-articles/topic/agent-voices) The over 5000 agents surveyed for our study broke down as follows between Full-time and Part-time: [read more](https://resources.benchmarkportal.com/contact-center-articles/full-time-vs-part-time-agents) ## [The Impact of Tenure On Satisfaction](https://resources.benchmarkportal.com/contact-center-articles/impact-of-tenure-on-satisfaction) May 24, 2016 | [Agent Turnover](https://resources.benchmarkportal.com/contact-center-articles/topic/agent-turnover), [Agent Satisfaction](https://resources.benchmarkportal.com/contact-center-articles/topic/agent-satisfaction), [Management](https://resources.benchmarkportal.com/contact-center-articles/topic/management), [Agent Voices](https://resources.benchmarkportal.com/contact-center-articles/topic/agent-voices) Parsing out agent satisfaction by tenure provides some interesting results: [read more](https://resources.benchmarkportal.com/contact-center-articles/impact-of-tenure-on-satisfaction) ## [Agents and Team Leads](https://resources.benchmarkportal.com/contact-center-articles/agents-and-team-leads) May 17, 2016 | [Agent Turnover](https://resources.benchmarkportal.com/contact-center-articles/topic/agent-turnover), [Management](https://resources.benchmarkportal.com/contact-center-articles/topic/management), [Agent Voices](https://resources.benchmarkportal.com/contact-center-articles/topic/agent-voices) Agents participating in this survey N = 4,683 (90.4%) Leads participating in this survey N = 497 (9.6%) The role of “Lead” or “Team Lead” varies from center to center. In general, however, the Lead is a senior agent who supports newer agents, handles ... [read more](https://resources.benchmarkportal.com/contact-center-articles/agents-and-team-leads) ## [Innovation and Involvement](https://resources.benchmarkportal.com/contact-center-articles/innovation-and-involvement) May 17, 2016 | [First Call Resolution](https://resources.benchmarkportal.com/contact-center-articles/topic/first-call-resolution), [Agent Turnover](https://resources.benchmarkportal.com/contact-center-articles/topic/agent-turnover), [Agent Coaching](https://resources.benchmarkportal.com/contact-center-articles/topic/agent-coaching), [Agent Voices](https://resources.benchmarkportal.com/contact-center-articles/topic/agent-voices), [Service Recovery](https://resources.benchmarkportal.com/contact-center-articles/topic/service-recovery) The skills of ‘taking initiative and taking ownership’ are being evaluated on more performance reviews these days at all levels of responsibility. Some organizations nurture these skills and harness the results more than others. Agents, like all employees, ... [read more](https://resources.benchmarkportal.com/contact-center-articles/innovation-and-involvement) ## [Value/Appreciation](https://resources.benchmarkportal.com/contact-center-articles/value-appreciation) May 10, 2016 | [Agent Development](https://resources.benchmarkportal.com/contact-center-articles/topic/agent-development), [Agent Turnover](https://resources.benchmarkportal.com/contact-center-articles/topic/agent-turnover), [Agent Voices](https://resources.benchmarkportal.com/contact-center-articles/topic/agent-voices), [Agents Value](https://resources.benchmarkportal.com/contact-center-articles/topic/agents-value) This area is of obvious importance to agent satisfaction. Agents tend to stay and be satisfied where they feel valued and appreciated. [read more](https://resources.benchmarkportal.com/contact-center-articles/value-appreciation) ## [Communication](https://resources.benchmarkportal.com/contact-center-articles/communication) May 3, 2016 | [First Call Resolution](https://resources.benchmarkportal.com/contact-center-articles/topic/first-call-resolution), [Agent Satisfaction](https://resources.benchmarkportal.com/contact-center-articles/topic/agent-satisfaction), [Process Improvement](https://resources.benchmarkportal.com/contact-center-articles/topic/process-improvement), [Agent Voices](https://resources.benchmarkportal.com/contact-center-articles/topic/agent-voices) Communication is the grease that makes things happen smoothly in contact centers. It is also an area in which there is often the greatest variance between management and agent perceptions. Managers sometimes feel they are doing a good job of communicating to ... [read more](https://resources.benchmarkportal.com/contact-center-articles/communication) ## [Direct Supervisor/Manager Style](https://resources.benchmarkportal.com/contact-center-articles/direct-supervisor-manager-style) Apr 26, 2016 | [Agent Turnover](https://resources.benchmarkportal.com/contact-center-articles/topic/agent-turnover), [Management](https://resources.benchmarkportal.com/contact-center-articles/topic/management), [Agent Voices](https://resources.benchmarkportal.com/contact-center-articles/topic/agent-voices), [Span of Control](https://resources.benchmarkportal.com/contact-center-articles/topic/span-of-control) Research shows that the relationship between a contact center agent and his or her supervisor is a crucial component of agent satisfaction. Fostering good working relationships at the team level is one of management’s most important functions. [read more](https://resources.benchmarkportal.com/contact-center-articles/direct-supervisor-manager-style) ## [Recognition](https://resources.benchmarkportal.com/contact-center-articles/recognition) Apr 19, 2016 | [Agent Turnover](https://resources.benchmarkportal.com/contact-center-articles/topic/agent-turnover), [Agent Satisfaction](https://resources.benchmarkportal.com/contact-center-articles/topic/agent-satisfaction), [Employee Recognition](https://resources.benchmarkportal.com/contact-center-articles/topic/employee-recognition), [Agent Voices](https://resources.benchmarkportal.com/contact-center-articles/topic/agent-voices), [Reporting](https://resources.benchmarkportal.com/contact-center-articles/topic/reporting) Contact center professionals are, in general, people who feed off of the approval of others, both external (customers) and internal (managers and colleagues). Superiors who understand this dynamic and who act on it help foster positive feelings and superior ... [read more](https://resources.benchmarkportal.com/contact-center-articles/recognition) ## [Best Practices in Developing Your Caller Satisfaction Surveys](https://resources.benchmarkportal.com/contact-center-articles/calltalk-caramels-best-practices-developing-caller-satisfaction-surveys-2) Apr 14, 2016 | [Best Practices](https://resources.benchmarkportal.com/contact-center-articles/topic/best-practices), [CallTalk Caramels](https://resources.benchmarkportal.com/contact-center-articles/topic/calltalk-caramels), [Contact Center Articles](https://resources.benchmarkportal.com/contact-center-articles/topic/contact-center-articles), [Caller Satisfaction](https://resources.benchmarkportal.com/contact-center-articles/topic/caller-satisfaction) The success of any service organization depends on continuous improvement, and the key to improvement is found through listening to the voice of the customer via direct surveys. There are numerous methods available to collect customer feedback, which include ... [read more](https://resources.benchmarkportal.com/contact-center-articles/calltalk-caramels-best-practices-developing-caller-satisfaction-surveys-2) ## [Voice of the Customer](https://resources.benchmarkportal.com/contact-center-articles/voice-of-the-customer-agent-voices) Apr 12, 2016 | [Agent Satisfaction](https://resources.benchmarkportal.com/contact-center-articles/topic/agent-satisfaction), [Caller Satisfaction](https://resources.benchmarkportal.com/contact-center-articles/topic/caller-satisfaction), [Employee Incentives](https://resources.benchmarkportal.com/contact-center-articles/topic/employee-incentives), [Agent Voices](https://resources.benchmarkportal.com/contact-center-articles/topic/agent-voices) Listening to the voice of the customer is not just a cliché - - it is a key for measuring performance and for determining areas requiring improvement. Successful centers usually have open channels and open minds when it comes to gathering information, both ... [read more](https://resources.benchmarkportal.com/contact-center-articles/voice-of-the-customer-agent-voices) ## [Customer Focus](https://resources.benchmarkportal.com/contact-center-articles/customer-focus) Apr 5, 2016 | [First Call Resolution](https://resources.benchmarkportal.com/contact-center-articles/topic/first-call-resolution), [Caller Satisfaction](https://resources.benchmarkportal.com/contact-center-articles/topic/caller-satisfaction), [Process Improvement](https://resources.benchmarkportal.com/contact-center-articles/topic/process-improvement), [Agent Voices](https://resources.benchmarkportal.com/contact-center-articles/topic/agent-voices) Agents exist to satisfy the needs of customers. Most agents feel this keenly and appreciate working for a company that is structured to support the goal of superior customer service. [read more](https://resources.benchmarkportal.com/contact-center-articles/customer-focus) ## [Coaching](https://resources.benchmarkportal.com/contact-center-articles/coaching) Mar 29, 2016 | [After Call Work Time](https://resources.benchmarkportal.com/contact-center-articles/topic/after-call-work-time), [First Call Resolution](https://resources.benchmarkportal.com/contact-center-articles/topic/first-call-resolution), [Coaching for Success](https://resources.benchmarkportal.com/contact-center-articles/topic/coaching-for-success), [Average Talk Time](https://resources.benchmarkportal.com/contact-center-articles/topic/average-talk-time), [Agent Coaching](https://resources.benchmarkportal.com/contact-center-articles/topic/agent-coaching), [Agent Voices](https://resources.benchmarkportal.com/contact-center-articles/topic/agent-voices) Superior coaching is a key differentiator for contact centers. Content, delivery and follow up are all important to a great coaching program. Technology and training that facilitate the coaching function make sure that the participants have the information ... [read more](https://resources.benchmarkportal.com/contact-center-articles/coaching) ## [Quality Processes](https://resources.benchmarkportal.com/contact-center-articles/quality-processes) Mar 22, 2016 | [First Call Resolution](https://resources.benchmarkportal.com/contact-center-articles/topic/first-call-resolution), [Quality Assurance](https://resources.benchmarkportal.com/contact-center-articles/topic/quality-assurance), [Hold Time](https://resources.benchmarkportal.com/contact-center-articles/topic/hold-time), [Agent Voices](https://resources.benchmarkportal.com/contact-center-articles/topic/agent-voices) Quality is key to customer satisfaction and loyalty. It is important that agents perceive a true commitment to quality on the part of their organizations, and that they feel the processes aimed at guaranteeing quality are working properly. [read more](https://resources.benchmarkportal.com/contact-center-articles/quality-processes) ## [Expectations and Compensation](https://resources.benchmarkportal.com/contact-center-articles/expectations-and-compensation) Mar 15, 2016 | [Agent Turnover](https://resources.benchmarkportal.com/contact-center-articles/topic/agent-turnover), [Reducing Budget](https://resources.benchmarkportal.com/contact-center-articles/topic/reducing-budget), [Hiring](https://resources.benchmarkportal.com/contact-center-articles/topic/hiring), [Agent Voices](https://resources.benchmarkportal.com/contact-center-articles/topic/agent-voices) As every lawyer knows, the three elements of a contract are “offer”, “acceptance” and “consideration” (compensation). A clear, common understanding of what the offer entails is key, and a reasonable level of mutual satisfaction with the compensation is ... 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