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BenchmarkPortal
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The Source for Contact Center Benchmarking, Certification, Training, Assessments and Industry Reports
The Source for Contact Center Benchmarking, Certification, Training, Assessments and Industry Reports

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Our annual conference was selected as a Must-Attend Event for Boosting Call Center Performance! Register to attend Call Center Campus in New Orleans April 3-7, 2017! Check out more info about our event here: https://www.benchmarkportal.com/call-center-campus/ #cctr #callcenter #contactcenter #callcentercampus

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BenchmarkPortal Announces The Top Ranking 2017 Top Contact Centers Contest Winners! https://www.benchmarkportal.com/benchmarkportal-announces-the-top-ranking-2017-top-contact-centers-contest-winners/
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Congratulations to +Church Mutual Insurance Company’s National Customer Service Center! They have been recertified as a Center of Excellence by BenchmarkPortal. #centerofexcellence #cctr #callcenter #contactcenter http://www.merrillfotonews.com/2016/12/15/church-mutual-service-center-again-named-center-of-excellence/

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Subscribe to our Mailing List this month and receive our latest Mastery Series e-book's, "Mastering Agent Motivation!" http://www.benchmarkportal.com/subscribe/

#cctr #callcenter #contactcenter #agents #callcenteragent 
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Everyone is concerned with Customer Loyalty trends. How are you doing? Take This Quick Survey!

Would you like the opportunity to compare your performance to your industry peers? This BenchmarkPortal survey is to collect Net Promoter Score, Customer Effort Score, and Customer Satisfaction Score for comparison to others in your industry. Responses are anonymous, and will only be reported by industry. Click on the link below to start the survey now, and we'll send you the final report once it's done! http://s-baf917-i.sgizmo.com/s3/i-PgXKORImv6qfnRA6r-1612611/?sguid=PgXKORImv6qfnRA6r

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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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