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Affinion Group Earns Third Place on +BenchmarkPortal  Top 100 Call Center List! Recognized as Top 10 Finisher Three Years Running! #top100callcenters #cctr  
STAMFORD, Conn., April 23, 2014 /PRNewswire/ -- Affinion Group, the global leader in customer engagement, announced today that its contact center has been recognized by BenchmarkPortal as a top three call center in North America on BenchmarkPortal's annual Top 100 list. "Our leadership team has continued to raise the bar and has executed well on opportunities that have provided incremental improvements across all areas of our operation," said Syl...
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Management Certification in Mason, OH at EyeMed/Luxottica, June 10-12, 2014. Site Tour Included! #cctr   #callcenter #contactcenter  
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Is The Net Promoter Score The One Number You Need to Know? Click the link below to listen now to host +BenchmarkPortal  CEO Bruce Belfiore and guest host Dr. Frederick Van Bennekom, Principal at Great Brook Consulting, as they discuss Net Promoter Score, or NPS. A lot has been written about NPS, and some companies have embraced it as the holy grail of quality measurement. But what is the research relationship between NPS and customer loyalty? Can we scientifically identify those customers who are very likely to return and that are likely to provide positive "word of mouth?" #cctr #netpromoter #netpromoterscore #callcenter  
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Compensation Strategies For Agents and Supervisors. Tip of the Week: Consider cost-cutting incentive programs in which half the savings go to the agent and half go to the company. To do this properly, you must have clear descriptions of what agents need to do, accurate agent dashboards, good tracking / compensation calculation systems, and superb coaching. To get more ideas on agent and supervisor compensation, read this: http://www.benchmarkportal.com/call-center-newsresources/news-articles/2014/04/compensation-strategies-agents-and-supervisors #cctr #contactcenter #callcenter  
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Congratulations Church Mutual on Ranking in +BenchmarkPortal's Top 100 Call Centers Contest! #cctr #callcenter
Church Mutual Insurance Co.'s national customer service center has been ranked among the top 25 in America by BenchmarkPortal, the company announced Thursday.
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Tip of the Week: Understand the monetary value of 1-second of call handling time for your center, and then see how many seconds can be reduced by taking action to minimize call handling time while maintaining high quality. Click the following link to read more about Reducing After Call Work Time: http://www.benchmarkportal.com/call-center-newsresources/news-articles/2014/04/how-minimize-after-call-work-time #cctr #callcenter #contactcenter  
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Have them in circles
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The Source for Contact Center Benchmarking, Certification, Training, Assessments and Industry Reports
Introduction

BenchmarkPortal is the global leader in Call Center BenchmarkingCall Center CertificationCall Center Training and Call Center Consulting. Since its beginnings in 1995 under Dr. Jon Anton of Purdue University, BenchmarkPortal has grown with the contact center industry and now hosts the world's largest call center metrics database. Now led by Bruce Belfiore, the BenchmarkPortal team of professionals has gained international recognition for its call center expertise and innovative approaches to Best Practices for the call center industry.

BenchmarkPortal's activities include The College of Call Center Excellence, a leader in call center training, and CallTalk, the first on-line talk show specifically focused on the call center industry. BenchmarkPortal also hosts Call Center Campus Week. This annual, unique call center industry event presents an opportunity for attendees to get on the fast track to upgrade customer service and to drive their call centers’ performance to the top.

A new revolutionary tool by BenchmarkPortal – iBenchmark, automates the process of benchmarking, transforming a valuable but time-consuming, manual process into an automated, user-friendly service that allows managers to monitor performance on a monthly basis. 

Join our community today by benchmarking your call center with our complimentary 12 KPI Benchmarking Survey on our website. Our mission is to help customer contact managers in all sectors to optimize their centers in terms of efficiency and effectiveness.

For a full listing of BenchmarkPortal areas of expertise, see: