Quality Assurance: Old Issues and New Approaches
Sep 19, 2018 11:47:43 AM |
Some things have not changed since the airlines started QA in the call center of old...and some things have changed dramatically. This Webinar will provide insights, draw connections and explore solutions regarding this all-important function in ...
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Workforce Management: The Essentials and More
Aug 22, 2018 1:57:31 PM |
Excellent Workforce Management is a key component of successful contact centers - - but there are so many moving parts! Bruce Belfiore will bring fresh insights from his new on-demand WFM course to this Webinar . Hear how to master this important function in ...
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Metrics that Matter: Selecting and Leveraging Them Wisely for Your Center
Jul 25, 2018 10:26:44 AM |
The benchmarking experts at BenchmarkPortal have made a science of understanding and analyzing contact center metrics. Join CEO Bruce Belfiore as he explores the essential concepts and relates how you can use them. The Webinar will include insights into ...
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Gamification: How Fun Can Also Be Profitable
Jun 12, 2018 12:25:55 PM |
Work isn't supposed to be fun...or is it? The practice of weaving games into the workplace is gaining traction. Hear Bruce Belfiore of BenchmarkPortal talk about best practices and pitfalls in the use of gamification. Gamification in the workplace is still a ...
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Customer Experience Journey Mapping: Be a Pleasure to Do Business With
May 23, 2018 11:38:06 AM |
This Webinar is based on the presentation Bruce Belfiore made at PACE’s ACX Convention in Atlanta last month. For those who were unable to attend, he brings forward the essentials of best practice CS journey mapping, from your corporate strategy through to ...
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Developing Leadership Skills: Your Own and Those You Mentor
Apr 25, 2018 12:40:43 PM |
In a recent survey of PACE members, Leadership Development had the second highest score for topics of interest. It has become clear in recent years that everyone talks about leadership, but most organizations still need to do it better. This Webinar will go ...
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Optimized Contact Center Learning: Tips on Making Training Your Competitive Strength
Mar 28, 2018 11:13:20 AM |
This Webinar will show you how to evaluate and improve your training through a 3-part process: - Stepping back to give your training strategic context - Drilling down to assess the nuts and bolts of best practices training programs - Hearing about how top ...
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Benchmarking at its Best for Contact Centers
Feb 28, 2018 12:46:24 PM |
Almost everyone benchmarks, but not everyone leverages benchmarking to achieve best practices excellence. Bruce Belfiore, CEO of BenchmarkPortal, will focus on five ways to use benchmarking to lower costs, improve customer experience, and bring recognition to ...
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Let the Voice of the Customer Sing to You
Jan 24, 2018 12:48:56 PM |
Customer Service, Voice of the Customer, Customer Feedback, Customer Experience, Customer Journey
Tips on How to Listen, Learn, Act, Improve Many centers gather information on customer satisfaction, but few have truly optimized their fielding and feedback processes, or their ability to analyze and act on inputs to improve their performance. Join us to for ...
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What? Generation Z? We Are Still Trying to Understand Millenials!
Dec 14, 2017 5:35:27 PM |
Contact center managers have to be sensitive to generational differences for valid, practical reasons. You want to properly understand what employees are saying and thinking AND you want to communicate and motivate in ways that will be properly understood by ...
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