Workforce Management Advanced
Jul 6, 2013 |
Workforce Management, CallTalk Caramels, Contact Center Articles
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 practices toward optimum results. Centers that continue to maintain their WFM practices on ...
read more
Quality Assurance Agents Love
Jun 11, 2013 |
Quality Assurance, CallTalk Caramels, Contact Center Articles
Quality Monitoring, traditionally seen by agents as the dreaded ‘Big Brother’ operation of a company, can be transformed into a process appreciated by agents, as well as helping achieve customer service objectives. Key points include:
read more
WFM Analytics Demystified Session 1 of 2
Apr 14, 2013 |
Workforce Management, CallTalk Caramels, Contact Center Articles
If you have been approaching Workforce Management (WFM) the same way for the last few years, you may be missing important advances. WFM is no longer just about the labor force (agents) and putting butts in seats; its evolution is now about changing floor ...
read more
Employee Morale
Mar 31, 2013 |
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 something wrong. But what should we do about it? Make some notes on the following ...
read more
Managing Gen Y in the Contact Center
Feb 6, 2013 |
Managing Gen Y in the Contact Center By Greg Van Zandt, Senior Consultant, BenchmarkPortal
read more
2012 Year in Review by Bruce Belfiore, CEO, BenchmarkPortal
Dec 20, 2012 |
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 ...
read more
Workforce Optimization: Analytics Demystified -- Employee Focus (Session 1 of 2)
Jan 19, 2011 |
Workforce Management, Contact Center Articles, Employee Engagement
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:
read more
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 ...
read more
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:
read more
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:
read more
Hold Time and Transfers: The Balancing Act You Can Win
Nov 10, 2010 |
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:
read more
Consumer and Agent Loyalty: 5 Questions You Need to Ask Yourself Before You Leave Work Tonight
Oct 27, 2010 |
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:
read more
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:
read more
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:
read more
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:
read more
At Home Agent
Aug 18, 2010 |
At Home Agent Date: August 18, 2010 Host: Bruce Belfiore, CEO of BenchmarkPortal Guest: Steve Silver, Consultant Below is the Recording of the show
read more
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:
read more
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:
read more
Compensation Strategies for Agents and Supervisors
Jun 16, 2010 |
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:
read more
The Business Case for First Call Resolution
Jun 14, 2010 |
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 ...
read more
Jan Van Der Reis interview with Bruce Belfiore Discussing Call Center Benchmarking Conference
Jun 3, 2010 |
March 11, 2010 — Global Contact Forum 2010 Entrevista con Bruce Belfiore, CEO Benchmark Portal
read more
Lourdes Adame's Interview with Bruce Belfiore from BenchmarkPortal Discussing Call Center Benchmarking
Jun 3, 2010 |
March 11, 2010 — Global Contact Forum 2010 Entrevista con Bruce Belfiore, CEO Benchmarking Portal
read more
Social Media and the Call Center: Where Are We Headed?
May 26, 2010 |
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
read more
Adherence: The Problems, The Policies, The Best Practices
May 19, 2010 |
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:
read more
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:
read more
Agent Satisfaction: How to measure it and how to manage it
Mar 31, 2010 |
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:
read more
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:
read more
Developing Agents Who Are More Customer-Centric
Mar 3, 2010 |
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:
read more
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:
read more
Compensation Strategies for Agents and Supervisors
Feb 3, 2010 |
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:
read more
