• 00:32

    CallTalk - A BenchmarkPortal Christmas Special

    in Business

    We call up to one of the busiest Contact Centers in the world at time of year - Santa's Workshop.  From WFM to FCR, we ask them to share their Best Practices with us.  This entertaining but informative show is a compilation of call center best practices from the diverse team of Contact Center Experts here at BenchmarkPortal.

  • 00:36

    Quality Transformation

    in Business

    Breathing new life into quality. Changing the perception of quality ownership by engaging agents so they could see their ownership in the process. The mission is building customer loyalty by providing a quality service experience the first time, every time.


    Join us as we talk with Toni Roberts, Diector at Delta Dental of Michigan, will be sharing her insight on Quality Transformation.


    Antoinette Roberts, director of Regional Operations, has been with Delta Dental of Michigan since1983. Prior to assuming her current role in 2006, Roberts served in various positions including director and manager of customer service. While overseeing the department, she executed implementation of large and national accounts and served as the direct point-of-contact for clients. In 2002, Roberts led the customer service department to its first BenchmarkPortal award, which recognizes the outstanding efficiency and effectiveness of the company’s call center. She is responsible for providing on-going service and support for large accounts, maintaining strong working relationships, offering problem resolution and retaining existing clients. In addition, Roberts manages two large accounts including the State of Michigan and the Michigan Public School Employees Retirement System (MPSERS).


     

  • 00:35

    Highlights from Call Center Campus : Imagining Excellence in the Contact Center

    in Business

    After another amazing Call Center Campus event in Las Vegas this November 2014, Bruce Belfiore and Amy Novak, will be going over some of the highlights from the event.  Listen in for best practices shared in our Round Tables and Panel Discussions, as well as highlights from the guest speakers.

  • 00:34

    Call Center Law

    in Business

    Call Monitoring and Recording sounds like a great idea for qualaity control of calls at your call center, but are you putting your agents or management at risk?


    BenchmarkPortal's Bruce Belfiore sits down with Attorney, Adam Losey, to discuss the leagal issues around call centers, both from an inbound and outbound perspecitive.


    As privacy Counsel for Call Centers, he works with client-side management to develop and implement telephone monitoring policies governing monitoring and recording of telephone calls and electronic communications and data management issues associated with call recordings and electronically stored information.


    Adam Losey is an internationally recognized attorney, author, and educator in the field of technology law. He represents a number of Fortune 100 companies in high-stakes complex litigations across the country involving challenging issues at the intersection of law and technology. In addition to his litigation practice, Mr. Losey routinely advises clients large and small on a variety of sophisticated information security, incident response, privacy, electronic discovery, and data management matters. Mr. Losey is a member of the New York, Florida, and District of Columbia bars.


     

  • 00:34

    Employee Recognition - Why is everyone talking about it?

    in Business

    Why are so many people talking about Employee Engagement? We'll find out a few tips on the effectiveness of employee recognition and how it can potentially provide financial success to your company.  Zane Safrit, CEO, Business Consultant, and Author will share some of his experiences and lessons learned on building employees awareness of company goals, raising morale, and increasing productivity. 


    Zane Safri has spent his career in call center operations, many of them serving international customers and sales forces. From an entry level position as a customer service rep to team leader to Assistant Director and Country Manager to finally CEO he saw the language of employee recognition and employee engagement is a univeral language and so are the forms of its ROI. As Country Manager, he opened his company's first overseas office in Seusseldorf, Germany and used employee recognition and engagement to double sales and triple the number of new orders within the first six months. As CEO of a small conference call service provider he rebudgeted the company's advertising and marketing budgets towards employees and customers. This resulted in revenue growth of 80% while retail prices were pushed lower by over 70%, all the time generating positive cash-flows, the lifeblood of small business. In his book Recognize THEM: 52 Ways to Recognize Your Employees In Way They Value he has compiled many of the ways he used to recognize and engage employees, many of them require no financial inventment, research and data to show the positive impact on a company's performance and inspiring quotes from business leaders on the value of employee recognition. He also shares his mistakes to help you avoid them as you being this journey towards a culture of engagement.


     

  • 00:34

    Agent Motivation and Coaching - The Positive Coaching Approach

    in Business


    Judy McKee joins us on CallTalk to help us understand the Positive Coach Approach.  Designed to help call center personnel gain confidence and experience in the use of learned skills and attitudes, the Posaitive Coach Approach can help reduce the work load on managers and quality assurance departments.


    Judy McKee is a nationally known motivational speaker, seminar leader, sales trainer and author. Her personal philosophy of motivation through education and commitment shines clearly throughout her presentations. Judy began her career as a telephone sales representative and knows the business thoroughly. Through trial and error, she has learned what works and what doesn't work. With her roots in real estate sales, management and training, Judy branched out into motivational speaking and training for salespeople in many different business fields, and has been continually involved in this effort for the past 19 years.


    Judy communicates a totally positive approach to selling and solving sales problems. She strongly believes that effective communication is the most important ingredient to the sales success for any individual. Judy trains people to develop and perfect communication skills and delivers this information in an entertaining, optimistic way which has won her a place in the National Speakers Association and the Who's Who of National Speaking.


    Her expertise in the art of telephone sales has put her in demand by corporations and small businesses nationwide. Her client list includes such notables as IBM, American Express, E-Harmony, Stamps.com, Airgas Safety, Blue Cross/Blue Shield, Century 21, Pacific Telesis, Discover Card, US Bank, Sprint, SouthWestern Bell, Walt Disney World, Aetna Insurance, MetLife, AARP, The Hartford and MyLife, Guthy-Renker, Staples, Many Outsourcing Agencies, and numerous small and medium-size businesses.

  • 00:36

    Customer Effort - Is this the new Net Propmoter Score?

    in Business

    Is the Customer Effort Score the new Net Promoter Score?


    Just because research is published on the internet or in a business journal does not mean the research findings are true. Guest Frederick Van Bennekom, Principal, Great Brook Consulting, will be talking about survey methodology and design to determine validity.


    Dr. Fred Van Bennekom helps organizations collect and apply customer and employee feedback in a statistically valid manner. The author of "Customer Surveying: A Guidebook for Service Managers," Fred teaches operations management in Northeastern University’s Executive MBA program. Before earning his doctorate, he served as an information systems consultant for Digital Equipment’s field service organization. Through his company, Great Brook, Dr. Van Bennekom conducts workshops and advises clients on their survey practices. 

  • 00:35

    Gamification - Principles and Best Practices

    in Business

    What is it, why all of the hype, and how can we use it to our daily challenges like retention of new-hires, adherence, quality, FCR, customer upselling and retention? 
    Special Guest Bob Cowen of Snowfly - a full service incentives and recognition company, will join us to answer those questsions and yours too!


    Bob has been in the contact center industry for more than 30 years. During those years, he’s visited numerous centers across the country. At virtually each one of them, he observed an agent incentive program that used contests or games, leader boards, badges and various rewards. Creating and managing these incentive programs appeared to be labor intensive; they ran only periodically, for a relatively short duration and quite often the ROI was not even measured! And at the conclusion of most of them, the key metrics would revert to their prior state. In 2006, Bob saw an article in the Wall Street Journal describing how a large bank was using an on-line incentive application that motivated employees to improve attendance, adherence and reduce attrition, especially new-hire attrition. It used brief on-line games, leader boards and rewards and it operated full time. This sounded remarkably like what he had seen in call centers but had been automated, offered as a cloud service and could run continuously. Recognizing the huge savings potential this represented, he contacted the company that provided the on-line application, Snowfly and the rest, as they say, is history.


     

  • 00:34

    Management: Are You Parenting or Managing Your Staff?

    in Business

    Do you want to improve your performance and the performance of your staff?  Of course, the answer is yes. We all do.  But first we need distinctions between managing and parenting--as well as managing and leading--so managers (and everyone else) can develop both professionally and personally. 


    ROSANNE D'AUSILIO, Ph.D., an industrial psychologist, consultant, master trainer, best selling author, executive coach, customer service expert, and President of Human Technologies Global, Inc., specializes in human performance management. Over the last 25 years, she has provided needs analyses, instructional design, and customized, live customer service skills trainings as well as executive/leadership coaching. Also offered is agent and facilitator university certification through Purdue University’s Center for Customer Driven Quality.


    Get in touch with Rosanne!


    Website:  www.human-technologies.com


    Newsleter:  www.HumanTechTips.com


    Emai:  rosanne@human-technologies.com

  • 00:38

    Net Promoter Score - Is that the ONE Number you need to Know?

    in Business

    Unless we're in a churn and burn business, customer retention is critical to achieve long term profitability. But how do we know what drives customer retention? We may have lots of anecdotal data, but can we be scientific to identify those customers are very likely to return and to give good word of mouth?  Dr. Fred Van Bennekom of the Northeastern University's Executive MBA Program, joins us shed some light on those questions!

    Recently, several key metrics have arisen to measure customer sentiment. The Net Promoter Score (NPS) is the best known, but the Customer Effort Score (CES) is a new entrant in the field. Both are controversial. In this first presentation of two we will discuss NPS. Specifically, we will look at the research basis behind NPS and ask whether there are other metrics that might better indicate a loyal customer. Or, perhaps more importantly, might identify a customer in need of some service recovery event to move them toward loyalty.


    Dr. Fred Van Bennekom founded Great Brook to help organizations collect and apply customer and employee feedback. Great Brook conducts workshops on survey practices along with advising clients on their surveying practices. Fred authored Customer Surveying: A Guidebook for Service Managers and he teaches operations management in Northeastern University’s Executive MBA program. He served as an information systems consultant for Digital Equipment’s field service organization before earning his doctorate.


     

  • 00:38

    Virtual Agents - Implementing a Home Based Support Center

    in Business

    We will be discussing the reasons why Support Organizations choose to go virtual, advantages to leverage, roadblocks to avoid, and some lessons learned from out in the field.


    Jesse Hoobler is the Director of Worldwide Software Support at Pitney Bowes Inc., a $4.9-billion company that provides technology solutions for small, mid-size and large firms that help them connect with customers to build loyalty and grow revenue.While at Pitney Bowes, Jesse has been on a five year journey to transform the support organization into an award-winning business service, driving excellence through customer experience. By focusing on customer adoption and realized value, his support organization has seen dramatic improvement in customer satisfaction and loyalty. Prior to joining Pitney Bowes, Jesse led the support organization at Chronicle Technologies, an industry leader in management software for the restoration and construction industry. During his tenure, Jesse virtualized Chronicle’s support center, cutting costs and driving efficiency gains through a 100% work-from-home agent model. Jesse holds a Masters in Computer Science from The College of Saint Rose.

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