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00:28Benchmarking - Multichannel Survey from BenchmarkPortal
by BenchmarkPortal in Business
Tags: multichannel chat metrics email metrics social media benchmarking
Call Centers continue to be the prime point of contact for customers. However, over the past several years IVR's, Websites, Social Media, etc have changed the way customers interact with your business. BenchmarkPortal is introducing a multichannel benchmark survey designed to capture valuable performance data for these various contact channels. We will unveil the survey and provide insights on key performance metrics that should be captured and monitored for these multiple chan
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00:32
CallTalk - A BenchmarkPortal Christmas Special
by BenchmarkPortal in Business
Tags: call center best practices workforce management employee satisfaction customer satisfaction
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.
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00:43
LEMMING OR LEADER…You Decide!
by BenchmarkPortal in Business
Tags: agent coaching agent enhancement call center benchmarkportal Blinds
With Special Guest, Steve Riddell, from Blinds.com
Stop being a “Lemming” and learn how to achieve extraordinary results in record time.
Contact Centers pretty much operate the same way and most call center managers are guilty of taking a “lemming” approach to management, process and growth. Lemmings plod along doing the same things in the same way, following the same path others follow. If you have been around this industry for any length of time, there’s really not that much that comes along that that is ground breaking, earth shaking and record shattering. If you want to change your course and have “Break-Out” results in short time durations then this is the session for you. Mr. Riddell will show you step by step how he “re-engineered” a small call center with Blinds.com and achieved award winning results in short time durations.
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00:32
Operations: Simple Adjustments for Better Service Levels!
by BenchmarkPortal in Business
Tags: government call center contact center operations service levels benchmark Kimberly Parish Barrett
Kimberly Parish Barrett, Director, Florida Abuse Hotline, Department of Children and Families, joins us for a disscussion on how Government Call Centers are using industry leading technology to empower the front line, manage in real time, and streamline processes to improve service levels and customer service.
Kimberly Parish Barrett, Graduated Florida State University with a Bachelor's in Business and a Master's in Public Administration. Director of the Florida Abuse Hotline for 2+ years, previous experience as the Verint/Workforce Management Administrator, Data Analyst, and Call Floor Supervisor (5 years), Certified Public Manager.
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00:39
Call Center Campus 2012 - Best Practices Roundup
by BenchmarkPortal in Business
Tags: benchmarking call center best practices benchmarkportal contact center
Contact center managers from around the world, shared their best practices with us, in a brainstorming session at Call Center Campus, and now we want to share them with you! Bruce Belfiore and Dee Buell will discuss some of their favorites and discuss why and how they can make a big difference in your contact center.Taking a deeper dive into contact center operations, special guests Russ Rossi - Corporate Vice President for Customer Experience and Strategic Planning at NYLife AARP and Stev
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00:32
WFM - Workforce Management Meets Workforce Morale
by BenchmarkPortal in Business
Tags: benchmarking Staffing Call Center workforce management agent sceduling
With Special Guest: Ed Poorbaugh, Manager Support Center Operations and Supplier Support Sysco Business Services Scheduling in a Call Center is very complex. Ed will share best practices on how to staff for OT and those undesirable shifts, as well as great ideas on ways to motivate the Representatives. Representatives are more than a resource to handle the work, they are an asset and Ed will share ways to show they are genuinely appreciated.
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00:42
Employee Training… Getting the most bang for your buck?
by BenchmarkPortal in Business
Tags: training cost to train employee Susan Osborn emplyee investment
Organizations that make large investments in people typically have lower employee turnover, which is linked to higher customer satisfaction and profitability. Companies are investing thousands of dollars per employee in training. Are those investments paying off? Susan McDonald Osborn, Call Center Learning Strategist, will present common flaws in training programs and provide practical strategies for ensuring that training dollars translate to performance on the call center floor Susan
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00:35
Working Successfully with Generation Y
by BenchmarkPortal in Management
Tags: generation Y generation gaps in the workplace agent training management benchmarkPortal
Join host Bruce Belfiore and Kevin Childs, Senior Partner with OneSource Consulting and acting Contact Center Practice Leader with ManpowerGroup, as they discuss transitioning customer service teams for success with Generation Y. Your company can have a more engaged workforce, decrease your attrition, increased customer satisfaction and experience some profound financial impacts to the organization by placing a much stronger focus on redefining what development and growth means for Generation
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00:39
Call Center Site Selection - To Expand or Consolidate?
by BenchmarkPortal in Business
Tags: benchmarkportal labor analytics contact center call center site selection
Leading with Labor CBRE executives reveal their unique insight and approach when addressing one of the biggest enterprise challenges moving forward - how to successfully implement solutions at the intersection of human capital and real estate. Special Guests: James Trobaugh As one of the founding partners and Senior Vice President of the CBRE Labor Analytics Group (LAG), Jim has spent the last 17 years developing a specialized practice within CBRE that has lead to over 800 site and market ev
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00:36
Social Media in the Call Center with Dr. Natalie Petouhoff
by BenchmarkPortal in Business
Tags: benchmark benchmarkportal customer service best practices call center
Applications like Twitter, Facebook, MySpace, and online customer communities have put the power into the hands of the consumer and customer, leaving companies at a loss for how to retain brand equity, how to interaction in these new channels and the affect of social media on their bottom-line business. Dr. Natalie’s recent research on the application of social media to customer service may be the tipping point for businesses to take Web 2.0 as a serious IT application that can literally
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00:32
Training - How it Sets the Atmosphere in a Contact Center
by BenchmarkPortal in Business
Tags: training agent training contact center benchmarking agent retention
Customer Service Representatives are always thirsting for more and more knowledge, whether it's regarding the markets they serve or the health benefits available to our service members. Health Net focuses on empathy with their military community. This has helped Health Net create a very unique culture where everyone feels a purpose or mission to serve those who serve our country. Guest: Fidel Ligsay is the Vice President of Call Center Operations for Health Net Federa
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00:33
Impact of Technology on Contact Center Performance
by BenchmarkPortal in Business
Tags: benchmark best practices call center contact center benchmarkPortal
Does More Technology Really Make Your Center Perform Better? Learn The Just released results of groundbreaking research. Up to 30% Reduction in Cost per Call - through Technology alone! A new Research Report on Technology in the Call Center shows this and many other statistical ties between Technology and Call Center Performance. Download and read the Executive Summary first. Download Survey Here » Then tune in to our Encore Presentation on CallTalk live Wed., April
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