BenchmarkPortal

BenchmarkPortal BenchmarkPortal is the source for Contact Centers. Offering Certification, Benchmarking, Training, C Since its beginnings in 1995 under Dr. Jon Anton and Prof.

BenchmarkPortal is the global leader in Call Center Benchmarking, Call Center Certification, Call Center Training and Call Center Consulting. Richard Feinberg 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 re

cognition 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 attendees the latest in practical research plus the tools and inspiration to drive their call centers’ performance to the top. Our mission is to help customer contact managers in all sectors to optimize their centers in terms of efficiency and effectiveness.

How To Use The Right Tone of Voice | Online Call Center Agent Soft Skills Part 24
01/24/2023

How To Use The Right Tone of Voice | Online Call Center Agent Soft Skills Part 24

When speaking over the phone, tone of voice is everything. Using the wrong tone of voice can sabotage even your best efforts and intentions. But why is tone ...

How to Ask Probing Questions | Online Call Center Agent Soft Skills Part 23
01/24/2023

How to Ask Probing Questions | Online Call Center Agent Soft Skills Part 23

In customer service, callers don’t always get to the heart of their issue right away. Often, you need more details to properly help. An essential tool that c...

Do and Don’t Phrases for Contact Center Agents | Online Call Center Agent Soft Skills Part 25
01/17/2023

Do and Don’t Phrases for Contact Center Agents | Online Call Center Agent Soft Skills Part 25

The best contact center agents not only have an extensive knowledge of company products and services but are also excellent communicators. One of the skills ...

Estimating Budget | Managing Metrics
01/12/2023

Estimating Budget | Managing Metrics

The fact is that a lot of contact center managers have an incomplete view of their own budgets. Senior management will sometimes subtract certain line items...

Why Metrics Matter for Contact Center Agents | Online Call Center Agent Soft Skills Part 26
01/10/2023

Why Metrics Matter for Contact Center Agents | Online Call Center Agent Soft Skills Part 26

Working in a contact center is not easy. Agents are expected to be friendly, knowledgeable, concise, clear and caring, all while meeting established metric ...

Center Capacity | Managing Metrics
01/05/2023

Center Capacity | Managing Metrics

Contact Center Capacity is an important metric, since it indicates how much time is actually available to service customers - after AUX time is deducted. We ...

Maximizing the Human in the Call Center | Guest: Nicholas MacDonald
01/04/2023

Maximizing the Human in the Call Center | Guest: Nicholas MacDonald

Bruce Belfiore as he interviews industry veteran Mark Brody about getting your center "unstuck" by supporting your front line agents - - and making them stars.

How to Survive and Thrive in a Contact Center | Online Call Center Agent Soft Skills Part 28
01/03/2023

How to Survive and Thrive in a Contact Center | Online Call Center Agent Soft Skills Part 28

Working in a contact center is not easy. Agents face daily challenges that can make work demanding and stressful. But a call center can also be a fun environ...

Making Metrics Matter to Your Employees | Managing Metrics
12/29/2022

Making Metrics Matter to Your Employees | Managing Metrics

Key performance indicators (KPIs) are extremely important to most contact center managers. However, few are good at making their employees truly feel and emb...

How to Greet Callers | Online Call Center Soft Skills Part 29
12/27/2022

How to Greet Callers | Online Call Center Soft Skills Part 29

You never get a second chance to make a great first impression. For contact center agents, answering the phone is that first chance and maybe only chance to ...

Managing With Metrics | Managing Metrics
12/22/2022

Managing With Metrics | Managing Metrics

Contact Center managers deal with a lot of metrics. Understanding how to use these metrics to manage is a key to success. This video is a quick primer for ...

How to Avoid a Monotone Voice | Online Call Center Soft Skills Part 30
12/20/2022

How to Avoid a Monotone Voice | Online Call Center Soft Skills Part 30

In a contact center, effective communication can’t be made through words alone. Adding variety to your voice enables you to convey information more clearly a...

Address

126 E Constance Avenue
Santa Barbara, CA
93105

Opening Hours

Monday 9am - 5pm
Tuesday 9am - 5pm
Wednesday 9am - 5pm
Thursday 9am - 5pm
Friday 9am - 5pm

Telephone

+18002148929

Website

Alerts

Be the first to know and let us send you an email when BenchmarkPortal posts news and promotions. Your email address will not be used for any other purpose, and you can unsubscribe at any time.

Contact The Business

Send a message to BenchmarkPortal:

Shortcuts

Share

Category