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BenchmarkPortal

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CallTalk Listen Now: Knowledge Management in the Contact Center

Knowledge Management tools and resources are the brain of your contact center, providing your agents with the information they need right when they need it…when developed effectively and working properly. The effectiveness of your Knowledge Management tools have an impact on several of your key performance metrics, including First Contact Resolution, Sales Conversion Rate, Average Talk Time and Handle Time, as well as your overall Call Quality and Accuracy.

Those tools can also have other positive impacts on your operations by providing each of your agents the capability to handle a broader range of call types, requiring fewer skill groups and therefore enabling greater efficiency. When leveraged into customer-facing resources, they increase self-service opportunities for customers who prefer finding their own answers, reducing your overall workload and improving customer satisfaction.

http://www.benchmarkportal.com/call-center-newsresources/calltalk-online-radio-show/7/5/knowledge-management-contact-center
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Congratulations to our very own Amy Novak for being selected to be on the judging committee in the 2016 (10th annual) Stevie Awards for Sales & Customer Service. Amy will be judging in the 'Sales Individual & Business Development' category. http://stevieawards.com/sales
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The College of Call Center Excellence Coaching For Performance Workshop Begins Feb. 3-5, 2016. There is still time to register for this Live Online Training. 3-Days, 2-Hours each day. This course has been designed to provide the training, techniques and tools required to sustaining and improving agent performance. During the course we will review the role, responsibilities, and characteristics of an “effective” call center coach - the kind of coach who makes a real impact on agents' lives and on evolving agents' performance.

Learn more by clicking on the link below.
http://www.benchmarkportal.com/call-center-training/coaching-performance/cfp-live-online-2016-02-03 #cctr #agents #callcenter #contactcenter #coaching
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Celebrate Your Excellence - on us! Benchmark your center to enter the “Top 100” Call Center Contest. Cash prizes - Enter before the Jan 31, 2016 to be entered into this years contest! http://www.benchmarkportal.com/…/top-100-call-center-contest ‪#cctr #callcenter #contactcenter
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We are thrilled to have been chosen as a Top Analyst for Contact Center Technology by +Fonolo Page! Thank you Fonolo! #cctr #callcenter #contactcenterhttps://fonolo.com/blog/2014/12/top-analysts-covering-contact-center-technology-2/
The call center industry is blessed with a large and engaged analyst community. Keep up with trends and best practices by following these top 21 analysts!
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BenchmarkPortal

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Do you know what your contact center agents are thinking? A study from BenchmarkPortal reveals new insights into what contact center agents are really thinking. The Agent Voices study was based on over 5,000 surveys with contact center agents in North America. It reveals that overall job satisfaction among contact center agents is 76.2 percent. Not surprisingly, the thing agents like best about their jobs is working with customers. ...
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EARLY BIRD CONTEST! Sign up Before February 15th to be Entered into a Raffle to Win a Complimentary Upgrade to a Luxury King Suite at Call Center Campus in New Orleans! Details here: http://www.benchmarkportal.com/call-center-campus

‪#‎cctr‬ ‪#‎callcenter‬ ‪#‎contactcenter‬ ‪#‎callcentercampus‬ ‪#‎wfm‬ ‪#‎qa‬ ‪#‎qualityassurance‬ ‪#‎workforcemanagement‬ ‪#‎surveys‬ ‪#‎coaching‬
The Leader in Call Center Benchmarking, Call Center Training, Call Center Certification, Call Center Consulting, Call Center Assessments, & Call Center Industry Reports
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Call Center Campus Week is coming this April to New Orleans! Join us in this amazing city for a week of workshops, certifications, and a 2-day conference. Learn more here: http://www.benchmarkportal.com/call-center-campus #cctr #callcenter #contactcenter
The Leader in Call Center Benchmarking, Call Center Training, Call Center Certification, Call Center Consulting, Call Center Assessments, & Call Center Industry Reports
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Happy Holidays and Merry Benchmarking! Wishing you all a wonderful holiday season.
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Zappos or Zapatos?: Walk in the Customer’s Shoes to Understand the Customer Journey. Many top contact centers attain better results with Customer Experience Journey Mapping.

Check out this article: http://www.benchmarkportal.com/call-center-newsresources/news-articles/2015/12/Walk-Customer-Shoes-to-Understand-Customer

Structure your improvement initiatives to provide your customers with better service at lower cost, and to raise the consciousness of people inside your organization regarding the customer experience. #cctr #callcenter #contactcenter
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Tip of the Month: Train coaches how to coach and ask questions that evoke agent responses and promote behavioral changes towards a positive direction. Remember - Questions are the heartbeat of the coaching process. Read our article for more tips: "Coaching is King -Skills Development Trumps Process Every Time"

http://www.benchmarkportal.com/call-center-newsresources/news-articles/2015/11/calltalk-caramels-coaching-king-skills-development-t

#cctr #callcenter #contactcenter
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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:

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