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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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"If your agents are feeling connected on a call by call basis with the people they are talking to because they have been properly selected, trained and motivated they will enjoy their jobs more and be more productive." - Bruce Belfiore Check out this video interview that took place at 5th Global Contact Forum #cctr #callcenter
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BenchmarkPortal

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Listen Now On Demand: Virtual Agents – Ideas for Implementing a Home Based Support Center. We discuss the reasons why Support Organizations choose to go virtual, advantages to leverage, roadblocks to avoid, and some lessons learned from out in the field. Guest Speaker:
Jesse Hoobler, Director, Worldwide Software Support
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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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We're getting #Excited over here! The Top 100 Call Center Contest Results will be announced very soon! #top100callcenters #callcenters  
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So...how did it go?  
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+Cars.com  Customer Care Team Achieves Certification as a +BenchmarkPortal  Center of Excellence! #cctr   #centerofexcellence  
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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: