To members of our BenchmarkPortal community, we invite you to celebrate 20 years of contact center excellence with us!  Our benchmarking activities began as a student project at Purdue University in 1995, and we have been expanding our activities ever since.  Clients asked us how they could improve their benchmarking metrics, and so we developed training, assessments and certification programs to help them create true excellence in customer service.

We have also maintained our passion for original research, and are very proud of the books, white papers and case studies we have published, which have uncovered and promoted new best practices over the last two decades.

The beautiful thing about customer contact is the fact that we all have a large impact on so many lives day after day.  At BenchmarkPortal I am energized by the endless enthusiasm my colleagues bring to their work.  I am amazed by the dedication of contact center managers from around the world who strive for certification year after year, always seekng new ways to do a better job.  I am humbled by the fact that so many of you in our customer contact community look to BenchmarkPortal for guidance and expertise.

We are about to launch new initiatives in the area of automated benchmarking and in the area of certificated training.  Stay close and stay tuned – – the next twenty years are going to blow the last twenty away!  We will continue to work hard to make your work better, more productive, more focused and more fun.

Please accept my heartfelt gratitude for your support and please join us as we celebrate our twentieth anniversary!


Bruce L. Belfiore
CEO and Senior Research Executive

Topics: Contact Center Articles