Bruce Belfiore, CEO BenchmarkPortal
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(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 ...
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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 ...
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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 ...
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The Home-Based Agent (HBA) continues to gain popularity within the contact center industry for compelling reasons of:
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The Home-Based Agent (HBA) continues to gain popularity within the contact center industry for compelling reasons of:
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There is a growing trend by call centers to transition, in whole or in part, to using home-based agents (HBA). The management of home-based agents, however, requires skills not commonly used in the traditional center. Understanding these skills can lead to ...
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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.
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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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