BenchmarkPortal Network - Asia

BenchmarkPortal Network - Asia A hub where contact center professionals in Asia gather to share best practices learned from BenchmarkPortal

Team Huddles are vital vehicles for communication, coaching and morale building in contact center settings. Are you and...
08/20/2025

Team Huddles are vital vehicles for communication, coaching and morale building in contact center settings.

Are you and your supervisors currently optimizing team huddles to further your management goals?

This new video from BenchmarkPortal CEO Bruce Belfiore includes valuable tips you can employ immediately to increase the effectiveness of your team huddles. You may want to share it with your supervisor team, to improve best practices and impact performance results across your center.

Team Huddles are vital vehicles for communication, coaching and morale building in contact center settings. Are you and your supervisors currently optimizin...

This video is designed to equip contact center agents with the essential skills and strategies to handle calls related t...
08/20/2025

This video is designed to equip contact center agents with the essential skills and strategies to handle calls related to health insurance and healthcare with empathy and professionalism. Recognizing that these calls often involve individuals facing deeply personal, stressful, and sometimes life-altering situations, the video emphasizes the importance of going beyond routine customer service practices. It guides agents on how to provide genuine support, effectively address sensitive inquiries, and assist callers navigating complex medical insurance or care concerns. Led by your Contact Center Coach, this video blends practical advice with compassionate approaches to ensure every interaction fosters trust and offers reassurance during vulnerable times.

This video is designed to equip contact center agents with the essential skills and strategies to handle calls related to health insurance and healthcare wit...

In this video, the contact center coach addresses something every call center agent inevitably encounters: the awkward c...
03/25/2025

In this video, the contact center coach addresses something every call center agent inevitably encounters: the awkward caller. Not angry, not rude, just… different. They might be super chatty, overly enthusiastic, incredibly detailed, or simply a little… offbeat. These types of calls can throw you off your game if you're unprepared.

The good news is that with a bit of finesse and a sprinkle of charm, you can transform these potentially cringe-worthy moments into positive, memorable experiences for both you and your customers. The contact center coach will offer examples of awkward calls and share strategies for handling them in this video.

In this video, the contact center coach addresses something every call center agent inevitably encounters: the awkward caller. Not angry, not rude, just… dif...

Ever wonder why some people move up the ladder quickly at work while others do not? Often, it's simply about making your...
03/04/2025

Ever wonder why some people move up the ladder quickly at work while others do not? Often, it's simply about making yourself noticeable. Do you want to know how to be noticed for future promotions at work without needing any special training, experience, or skills?

In this video, the contact center coach will provide you with you some, no-talent-needed tips that will help you to grow and succeed in your contact center and in your organization.

Ever wonder why some people move up the ladder quickly at work while others do not? Often, it's simply about making yourself noticeable. Do you want to know ...

https://www.youtube.com/watch?v=EieTqYc01HcWhat is Artificial Intelligence and how can it work in contact centers?In thi...
09/04/2024

https://www.youtube.com/watch?v=EieTqYc01Hc

What is Artificial Intelligence and how can it work in contact centers?

In this short but comprehensive video, Bruce Belfiore provides a primer on AI, or artificial intelligence, the ability of technology to perform advanced functions, encompassing tasks like understanding natural language, recognizing patterns and making decisions. This is aimed at contact center managers who are trying to figure out what AI is and how to approach it for their centers, without getting lost in the hype and the techno-talk.

This video focuses on specific areas where center managers might use AI-assisted technology, leaving aside the theory and the hype, and getting to the point for you as a manager to “journey map” the processes where AI technology could help you and your center.

What is Artificial Intelligence and how can it work in contact centers?In this short but comprehensive video, Bruce Belfiore provides a primer on AI, or arti...

Practice on AI, not Humans: How AI-Powered Simulation Training Empowers Your Human Agents to Succeed | Guest: David Laws...
07/01/2024

Practice on AI, not Humans: How AI-Powered Simulation Training Empowers Your Human Agents to Succeed | Guest: David Lawson

The ability of AI to empower, not replace, humans is often lost in the sensational stories about AI’s impact on call centers. In this podcast we explore how conversational and generative AI are being utilized across industries to exponentially scale role-playing, and enable true scenario-based training where you can practice active listening, communication, and multi-tasking skills simultaneously.

David Lawson, Co-Founder & CEO of Call Simulator, will discuss how immersive conversation simulations can be created, distributed, and analyzed by call centers of any size. David will also discuss the proven ROI of simulation training, and why it is integral to a call center's quality management.

Air Date: Wed., June 26, 2024 - 10:00 AM/PT
Host: Bruce Belfiore | CEO & Senior Research Executive | BenchmarkPortal
Guest Speaker: David Lawson | CEO and Co-founder | Call Simulator
Season: 15 | Episode Number: 5

Guest: David Lawson

David has been an entrepreneur focused on technology, data insights, and training for decades. He is the author of Big Good: Philanthropy in the Age of Big Data and Cognitive Computing. He designed one of the first AI for Good applications using IBM Watson, and most recently co-founded Call Simulator, a company that provides Conversation Training as a Service to call centers. Call Simulator uses a combination of conversational and generative AI to enable their clients to quickly create immersive training experiences, and deliver them anywhere at any time.

Practice on AI, not Humans: How AI-Powered Simulation Training Empowers Your Human Agents to Succeed | Guest: David LawsonThe ability of AI to empower, not r...

We have observed that many contact centers lack effective career development plans, and some do not have programs in pla...
05/21/2024

We have observed that many contact centers lack effective career development plans, and some do not have programs in place to ensure smooth transitions for advancement, particularly when agents are promoted to Supervisor or Team Lead positions. This can often result in unhappiness, prolonged and painful transitions, and even outright failure.

In this video, we will provide eight tips for managing the crucial transition from agent to Supervisor or Team Lead.

We have observed that many contact centers lack effective career development plans, and some do not have programs in place to ensure smooth transitions for a...

04/02/2024

Your voice matters in shaping the future of customer service!

We invite you to participate in our Agent Sentiment Survey, where we delve into your thoughts and emotions regarding Artificial Intelligence in the contact center industry.

Your insights are invaluable in understanding how AI impacts your role and the overall customer experience. By sharing your perceptions, you contribute to advancements that enhance efficiency, effectiveness, and job satisfaction.

Take a few moments to share your thoughts and experiences. Let's pave the way for a brighter, more efficient future together!

Survey Link: https://survey.alchemer.com/s3/7787774/FB-Asia-Agent-Sentiment-Survey-AI-Maturity-Assessment

Thank you for being a part of our journey! 🚀

A hub where contact center professionals in Asia gather to share best practices learned from BenchmarkPortal

Being a mentor in your contact center is a great opportunity for you to grow in your career by providing guidance, suppo...
01/23/2024

Being a mentor in your contact center is a great opportunity for you to grow in your career by providing guidance, support, and training that helps agents develop the skills and confidence they need to be successful. But what exactly does that mean, and what’s most important for being great in this new role?

In this video the Contact Center Coach, will provide some tips that you can use for developing your career and those of your fellow team members by becoming a great mentor.

Being a mentor in your contact center is a great opportunity for you to grow in your career by providing guidance, support, and training that helps agents de...

It doesn’t always require special talent, training, or experience for you to grow and move up in the organization you wo...
11/21/2023

It doesn’t always require special talent, training, or experience for you to grow and move up in the organization you work for. There are a few simple things you can do to excel as a contact center agent that will make a positive impression on your colleagues and your employer.

It doesn’t always require special talent, training, or experience for you to grow and move up in the organization you work for. There are a few simple things...

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