---
title: Contact Center Articles | Benchmarking
description: Benchmarking | Contact Center Articles
---

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# Contact Center Articles

## [A New Year for Your Contact Center: An Excellent Time to Plan for Excellence!](https://resources.benchmarkportal.com/contact-center-articles/a-new-year-for-your-contact-center-an-excellent-time-to-plan-for-excellence)

Jan 4, 2018 |

[Call Center Training](https://resources.benchmarkportal.com/contact-center-articles/topic/call-center-training), [Benchmarking](https://resources.benchmarkportal.com/contact-center-articles/topic/benchmarking), [call center planning](https://resources.benchmarkportal.com/contact-center-articles/topic/call-center-planning), [Customer Journey](https://resources.benchmarkportal.com/contact-center-articles/topic/customer-journey)

 As the curtain rises on 2018, contact center managers should make resolutions to lead their operations to measurably higher levels of performance and preparedness for the future. Keep it simple or you will feel overwhelmed. Bring things down to three ... 

[read more](https://resources.benchmarkportal.com/contact-center-articles/a-new-year-for-your-contact-center-an-excellent-time-to-plan-for-excellence)

## [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)

## [Organizational Vision](https://resources.benchmarkportal.com/contact-center-articles/organiztional-vision)

Jan 26, 2016 |

[Agent Turnover](https://resources.benchmarkportal.com/contact-center-articles/topic/agent-turnover), [Benchmarking](https://resources.benchmarkportal.com/contact-center-articles/topic/benchmarking), [Agent Voices](https://resources.benchmarkportal.com/contact-center-articles/topic/agent-voices), [Organizational Vision](https://resources.benchmarkportal.com/contact-center-articles/topic/organizational-vision)

 Vision is what helps employees see beyond the day-to-day tasks that confront them. It links them to something more important, more engaging and more energizing. 

[read more](https://resources.benchmarkportal.com/contact-center-articles/organiztional-vision)

## [Benchmarking Made Easy](https://resources.benchmarkportal.com/contact-center-articles/calltalk-caramels-benchmarking-made-easy)

Apr 30, 2014 |

[Benchmarking](https://resources.benchmarkportal.com/contact-center-articles/topic/benchmarking), [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)

 Benchmarking is a tool best used for optimizing the performance of the contact center. Through its use, managers can pinpoint areas of opportunity for improvement, and support those initiatives that will result in the best ROI for the center and organization. ... 

[read more](https://resources.benchmarkportal.com/contact-center-articles/calltalk-caramels-benchmarking-made-easy)

## [Beyond Benchmarking](https://resources.benchmarkportal.com/contact-center-articles/calltalk-caramels-beyond-benchmarking)

Dec 5, 2013 |

[Benchmarking](https://resources.benchmarkportal.com/contact-center-articles/topic/benchmarking), [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)

 While benchmarking your metrics is essential for good call center management, executives must embed benchmarking into a larger process focused on three “D’s”: data, diagnostics, and decisions: Data – Don’t get lost in the weeds. Determine what three metrics ... 

[read more](https://resources.benchmarkportal.com/contact-center-articles/calltalk-caramels-beyond-benchmarking)

## [Jan Van Der Reis interview with Bruce Belfiore Discussing Call Center Benchmarking Conference](https://resources.benchmarkportal.com/contact-center-articles/jan-van-der-reis-interview-with-bruce-belfiore-discussing-call-center-benchmarking-conference)

Jun 3, 2010 |

[Benchmarking](https://resources.benchmarkportal.com/contact-center-articles/topic/benchmarking), [Contact Center Articles](https://resources.benchmarkportal.com/contact-center-articles/topic/contact-center-articles)

 March 11, 2010 — Global Contact Forum 2010 Entrevista con Bruce Belfiore, CEO Benchmark Portal 

[read more](https://resources.benchmarkportal.com/contact-center-articles/jan-van-der-reis-interview-with-bruce-belfiore-discussing-call-center-benchmarking-conference)

## [Lourdes Adame's Interview with Bruce Belfiore from BenchmarkPortal Discussing Call Center Benchmarking](https://resources.benchmarkportal.com/contact-center-articles/lourdes-adames-interview-with-bruce-belfiore-from-benchmarkportal-discussing-call-center-benchmarking)

Jun 3, 2010 |

[Benchmarking](https://resources.benchmarkportal.com/contact-center-articles/topic/benchmarking), [Best Practices](https://resources.benchmarkportal.com/contact-center-articles/topic/best-practices), [Contact Center Articles](https://resources.benchmarkportal.com/contact-center-articles/topic/contact-center-articles)

 March 11, 2010 — Global Contact Forum 2010 Entrevista con Bruce Belfiore, CEO Benchmarking Portal 

[read more](https://resources.benchmarkportal.com/contact-center-articles/lourdes-adames-interview-with-bruce-belfiore-from-benchmarkportal-discussing-call-center-benchmarking)

## [Benchmarking made easy: How your metrics can be leveraged for optimum results](https://resources.benchmarkportal.com/contact-center-articles/benchmarking-made-easy-how-your-metrics-can-be-leveraged-for-optimum-results)

Feb 17, 2010 |

[Benchmarking](https://resources.benchmarkportal.com/contact-center-articles/topic/benchmarking), [Contact Center Articles](https://resources.benchmarkportal.com/contact-center-articles/topic/contact-center-articles)

 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](https://resources.benchmarkportal.com/contact-center-articles/benchmarking-made-easy-how-your-metrics-can-be-leveraged-for-optimum-results)

[All posts](https://resources.benchmarkportal.com/contact-center-articles/all)

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### Articles & News

- [Contact Center Articles (86)](https://resources.benchmarkportal.com/contact-center-articles/topic/contact-center-articles)
- [CallTalk Caramels (43)](https://resources.benchmarkportal.com/contact-center-articles/topic/calltalk-caramels)
- [Agent Voices (28)](https://resources.benchmarkportal.com/contact-center-articles/topic/agent-voices)
- [Agent Turnover (21)](https://resources.benchmarkportal.com/contact-center-articles/topic/agent-turnover)
- [Agent Satisfaction (15)](https://resources.benchmarkportal.com/contact-center-articles/topic/agent-satisfaction)
- [Contact Center Economics 101 (11)](https://resources.benchmarkportal.com/contact-center-articles/topic/contact-center-economics-101)
- [First Call Resolution (11)](https://resources.benchmarkportal.com/contact-center-articles/topic/first-call-resolution)
- [Management (10)](https://resources.benchmarkportal.com/contact-center-articles/topic/management)
- [At-Home Agents (9)](https://resources.benchmarkportal.com/contact-center-articles/topic/at-home-agents)
- [Top Contact Centers Contest (9)](https://resources.benchmarkportal.com/contact-center-articles/topic/top-contact-centers-contest)
- [Benchmarking (8)](https://resources.benchmarkportal.com/contact-center-articles/topic/benchmarking)
- [Agent Development (7)](https://resources.benchmarkportal.com/contact-center-articles/topic/agent-development)
- [Call Center Agents (6)](https://resources.benchmarkportal.com/contact-center-articles/topic/call-center-agents)
- [Customer Service (6)](https://resources.benchmarkportal.com/contact-center-articles/topic/customer-service)
- [Workforce Management (6)](https://resources.benchmarkportal.com/contact-center-articles/topic/workforce-management)
- [After Call Work Time (5)](https://resources.benchmarkportal.com/contact-center-articles/topic/after-call-work-time)
- [Best Practices (5)](https://resources.benchmarkportal.com/contact-center-articles/topic/best-practices)
- [Coaching for Success (5)](https://resources.benchmarkportal.com/contact-center-articles/topic/coaching-for-success)
- [Hold Time (5)](https://resources.benchmarkportal.com/contact-center-articles/topic/hold-time)
- [Average Talk Time (4)](https://resources.benchmarkportal.com/contact-center-articles/topic/average-talk-time)
- [Caller Satisfaction (4)](https://resources.benchmarkportal.com/contact-center-articles/topic/caller-satisfaction)
- [Compensation Strategies (4)](https://resources.benchmarkportal.com/contact-center-articles/topic/compensation-strategies)
- [Hiring (4)](https://resources.benchmarkportal.com/contact-center-articles/topic/hiring)
- [call center planning (4)](https://resources.benchmarkportal.com/contact-center-articles/topic/call-center-planning)
- [customer service week (4)](https://resources.benchmarkportal.com/contact-center-articles/topic/customer-service-week)
- [A.I. (3)](https://resources.benchmarkportal.com/contact-center-articles/topic/a-i)
- [AI (3)](https://resources.benchmarkportal.com/contact-center-articles/topic/ai)
- [Adherence (3)](https://resources.benchmarkportal.com/contact-center-articles/topic/adherence)
- [Agent Coaching (3)](https://resources.benchmarkportal.com/contact-center-articles/topic/agent-coaching)
- [Agent Performance (3)](https://resources.benchmarkportal.com/contact-center-articles/topic/agent-performance)
- [Call Center Training (3)](https://resources.benchmarkportal.com/contact-center-articles/topic/call-center-training)
- [Complaint Calls (3)](https://resources.benchmarkportal.com/contact-center-articles/topic/complaint-calls)
- [Customer Experience (3)](https://resources.benchmarkportal.com/contact-center-articles/topic/customer-experience)
- [Employee Morale (3)](https://resources.benchmarkportal.com/contact-center-articles/topic/employee-morale)
- [Optimizing Call Center (3)](https://resources.benchmarkportal.com/contact-center-articles/topic/optimizing-call-center)
- [Outsourcing (3)](https://resources.benchmarkportal.com/contact-center-articles/topic/outsourcing)
- [Quality Assurance (3)](https://resources.benchmarkportal.com/contact-center-articles/topic/quality-assurance)
- [Social Media (3)](https://resources.benchmarkportal.com/contact-center-articles/topic/social-media)
- [Transfers (3)](https://resources.benchmarkportal.com/contact-center-articles/topic/transfers)
- [call center budget (3)](https://resources.benchmarkportal.com/contact-center-articles/topic/call-center-budget)
- [call center customer (3)](https://resources.benchmarkportal.com/contact-center-articles/topic/call-center-customer)
- [Abandon Rate (2)](https://resources.benchmarkportal.com/contact-center-articles/topic/abandon-rate)
- [Agent Motivation (2)](https://resources.benchmarkportal.com/contact-center-articles/topic/agent-motivation)
- [Aux Time (2)](https://resources.benchmarkportal.com/contact-center-articles/topic/aux-time)
- [Consumer and Agent Loyalty (2)](https://resources.benchmarkportal.com/contact-center-articles/topic/consumer-and-agent-loyalty)
- [Cost of Turnover (2)](https://resources.benchmarkportal.com/contact-center-articles/topic/cost-of-turnover)
- [Developing Agents (2)](https://resources.benchmarkportal.com/contact-center-articles/topic/developing-agents)
- [Employee Incentives (2)](https://resources.benchmarkportal.com/contact-center-articles/topic/employee-incentives)
- [Employee Training (2)](https://resources.benchmarkportal.com/contact-center-articles/topic/employee-training)
- [Functional change situations (2)](https://resources.benchmarkportal.com/contact-center-articles/topic/functional-change-situations)
- [Growth situations (2)](https://resources.benchmarkportal.com/contact-center-articles/topic/growth-situations)
- [Mergers and Acquisitions (2)](https://resources.benchmarkportal.com/contact-center-articles/topic/mergers-and-acquisitions)
- [Organizational Structure (2)](https://resources.benchmarkportal.com/contact-center-articles/topic/organizational-structure)
- [Organizational Vision (2)](https://resources.benchmarkportal.com/contact-center-articles/topic/organizational-vision)
- [Performance Review Processes (2)](https://resources.benchmarkportal.com/contact-center-articles/topic/performance-review-processes)
- [Process Improvement (2)](https://resources.benchmarkportal.com/contact-center-articles/topic/process-improvement)
- [Reducing Budget (2)](https://resources.benchmarkportal.com/contact-center-articles/topic/reducing-budget)
- [Shrinkage situations (2)](https://resources.benchmarkportal.com/contact-center-articles/topic/shrinkage-situations)
- [Span of Control (2)](https://resources.benchmarkportal.com/contact-center-articles/topic/span-of-control)
- [Team Meetings (2)](https://resources.benchmarkportal.com/contact-center-articles/topic/team-meetings)
- [Utilization (2)](https://resources.benchmarkportal.com/contact-center-articles/topic/utilization)
- [Work Environment (2)](https://resources.benchmarkportal.com/contact-center-articles/topic/work-environment)
- [agent training (2)](https://resources.benchmarkportal.com/contact-center-articles/topic/agent-training)
- [call center performance (2)](https://resources.benchmarkportal.com/contact-center-articles/topic/call-center-performance)
- [Agent Burnout (1)](https://resources.benchmarkportal.com/contact-center-articles/topic/agent-burnout)
- [Agent Engagement (1)](https://resources.benchmarkportal.com/contact-center-articles/topic/agent-engagement)
- [Agent Optimization (1)](https://resources.benchmarkportal.com/contact-center-articles/topic/agent-optimization)
- [Agents Value (1)](https://resources.benchmarkportal.com/contact-center-articles/topic/agents-value)
- [Artificial Intelligence (1)](https://resources.benchmarkportal.com/contact-center-articles/topic/artificial-intelligence)
- [Average Speed of Answer (1)](https://resources.benchmarkportal.com/contact-center-articles/topic/average-speed-of-answer)
- [Background Test (1)](https://resources.benchmarkportal.com/contact-center-articles/topic/background-test)
- [Balancing Life and Work (1)](https://resources.benchmarkportal.com/contact-center-articles/topic/balancing-life-and-work)
- [Belonging (1)](https://resources.benchmarkportal.com/contact-center-articles/topic/belonging)
- [BenchmarkPortal (1)](https://resources.benchmarkportal.com/contact-center-articles/topic/benchmarkportal)
- [Big Data (1)](https://resources.benchmarkportal.com/contact-center-articles/topic/big-data)
- [Big and small changes that can make a difference (1)](https://resources.benchmarkportal.com/contact-center-articles/topic/big-and-small-changes-that-can-make-a-difference)
- [Call Center Location (1)](https://resources.benchmarkportal.com/contact-center-articles/topic/call-center-location)
- [CallTalk (1)](https://resources.benchmarkportal.com/contact-center-articles/topic/calltalk)
- [Center Size (1)](https://resources.benchmarkportal.com/contact-center-articles/topic/center-size)
- [Contact Center Dashboards (1)](https://resources.benchmarkportal.com/contact-center-articles/topic/contact-center-dashboards)
- [Cost Per (1)](https://resources.benchmarkportal.com/contact-center-articles/topic/cost-per)
- [Customer Feedback (1)](https://resources.benchmarkportal.com/contact-center-articles/topic/customer-feedback)
- [Customer Focused Culture (1)](https://resources.benchmarkportal.com/contact-center-articles/topic/customer-focused-culture)
- [Customer Journey (1)](https://resources.benchmarkportal.com/contact-center-articles/topic/customer-journey)
- [Customer Needs (1)](https://resources.benchmarkportal.com/contact-center-articles/topic/customer-needs)
- [Customer Satisfaction Measurement (1)](https://resources.benchmarkportal.com/contact-center-articles/topic/customer-satisfaction-measurement)
- [Customer-Centric Center (1)](https://resources.benchmarkportal.com/contact-center-articles/topic/customer-centric-center)
- [E-mail Best Practices (1)](https://resources.benchmarkportal.com/contact-center-articles/topic/e-mail-best-practices)
- [Economic Growth (1)](https://resources.benchmarkportal.com/contact-center-articles/topic/economic-growth)
- [Employee Engagement (1)](https://resources.benchmarkportal.com/contact-center-articles/topic/employee-engagement)
- [Employee Recognition (1)](https://resources.benchmarkportal.com/contact-center-articles/topic/employee-recognition)
- [Gen Y (1)](https://resources.benchmarkportal.com/contact-center-articles/topic/gen-y)
- [Huddle Boards (1)](https://resources.benchmarkportal.com/contact-center-articles/topic/huddle-boards)
- [IVR (1)](https://resources.benchmarkportal.com/contact-center-articles/topic/ivr)
- [Incentive Plans (1)](https://resources.benchmarkportal.com/contact-center-articles/topic/incentive-plans)
- [Information Security (1)](https://resources.benchmarkportal.com/contact-center-articles/topic/information-security)
- [Language Interpretation (1)](https://resources.benchmarkportal.com/contact-center-articles/topic/language-interpretation)
- [Leadership Development (1)](https://resources.benchmarkportal.com/contact-center-articles/topic/leadership-development)
- [Mobile (1)](https://resources.benchmarkportal.com/contact-center-articles/topic/mobile)
- [Occupancy (1)](https://resources.benchmarkportal.com/contact-center-articles/topic/occupancy)
- [Outbound Calls (1)](https://resources.benchmarkportal.com/contact-center-articles/topic/outbound-calls)
- [Overall Satisfaction (1)](https://resources.benchmarkportal.com/contact-center-articles/topic/overall-satisfaction)
- [Queue Time (1)](https://resources.benchmarkportal.com/contact-center-articles/topic/queue-time)
- [Recruiting (1)](https://resources.benchmarkportal.com/contact-center-articles/topic/recruiting)
- [Reporting (1)](https://resources.benchmarkportal.com/contact-center-articles/topic/reporting)
- [Revenue Potential (1)](https://resources.benchmarkportal.com/contact-center-articles/topic/revenue-potential)
- [Revitalizing Your Call Center (1)](https://resources.benchmarkportal.com/contact-center-articles/topic/revitalizing-your-call-center)
- [Scheduling (1)](https://resources.benchmarkportal.com/contact-center-articles/topic/scheduling)
- [Service Level (1)](https://resources.benchmarkportal.com/contact-center-articles/topic/service-level)
- [Service Recovery (1)](https://resources.benchmarkportal.com/contact-center-articles/topic/service-recovery)
- [Sibling Centers (1)](https://resources.benchmarkportal.com/contact-center-articles/topic/sibling-centers)
- [Site Selection (1)](https://resources.benchmarkportal.com/contact-center-articles/topic/site-selection)
- [Staffing Smart (1)](https://resources.benchmarkportal.com/contact-center-articles/topic/staffing-smart)
- [Taking a fresh look at your Center (1)](https://resources.benchmarkportal.com/contact-center-articles/topic/taking-a-fresh-look-at-your-center)
- [Team Development (1)](https://resources.benchmarkportal.com/contact-center-articles/topic/team-development)
- [Technology (1)](https://resources.benchmarkportal.com/contact-center-articles/topic/technology)
- [Time Management (1)](https://resources.benchmarkportal.com/contact-center-articles/topic/time-management)
- [Voice of the Customer (1)](https://resources.benchmarkportal.com/contact-center-articles/topic/voice-of-the-customer)
- [Work From home (1)](https://resources.benchmarkportal.com/contact-center-articles/topic/work-from-home)
- [call center coaching (1)](https://resources.benchmarkportal.com/contact-center-articles/topic/call-center-coaching)
- [call center huddle boards (1)](https://resources.benchmarkportal.com/contact-center-articles/topic/call-center-huddle-boards)
- [call center kpi's (1)](https://resources.benchmarkportal.com/contact-center-articles/topic/call-center-kpis)
- [call center meetings (1)](https://resources.benchmarkportal.com/contact-center-articles/topic/call-center-meetings)
- [call center performance indicators (1)](https://resources.benchmarkportal.com/contact-center-articles/topic/call-center-performance-indicators)
- [contact center huddle boards (1)](https://resources.benchmarkportal.com/contact-center-articles/topic/contact-center-huddle-boards)
- [contact center meetings (1)](https://resources.benchmarkportal.com/contact-center-articles/topic/contact-center-meetings)
- [employee satisfaction (1)](https://resources.benchmarkportal.com/contact-center-articles/topic/employee-satisfaction)
- [key performance indicators (1)](https://resources.benchmarkportal.com/contact-center-articles/topic/key-performance-indicators)
- [kpi's (1)](https://resources.benchmarkportal.com/contact-center-articles/topic/kpis)
- [supervisor (1)](https://resources.benchmarkportal.com/contact-center-articles/topic/supervisor)
- [turnover (1)](https://resources.benchmarkportal.com/contact-center-articles/topic/turnover)

see all

### Improve Your Center

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