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

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

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

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

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

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

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

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

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

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

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

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

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

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...

12/16/2022

Canon U.S.A., Inc. Again Earns Prestigious Center of Excellence Certification from BenchmarkPortal

Canon U.S.A., Inc. Again Earns Prestigious Center of Excellence Certification from BenchmarkPortal The recognition places the managed care contractor's call center among the top 10% nationwide.

12/16/2022

State National Companies Achieves Center of Excellence Certification From BenchmarkPortal

State National Companies Achieves Center of Excellence Certification From BenchmarkPortal The recognition places the managed care contractor's call center among the top 10% nationwide.

12/15/2022

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How to Manage Conflict at Work 12/14/2022

How to Manage Conflict at Work

How to Manage Conflict at Work One of the least desirable and perhaps least talked about aspects of contact center management is managing conflicts that arise in the center. Contact center...

12/13/2022

State National Companies Achieves Center of Excellence Certification From BenchmarkPortal

State National Companies Achieves Center of Excellence Certification From BenchmarkPortal The recognition places the managed care contractor's call center among the top 10% nationwide.

12/12/2022

Holiday Sale You Won't Want To Miss!

30% OFF SITE WIDE
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Call Center Learning Channel+ | BenchmarkPortal 12/08/2022

Call Center Learning Channel+ | BenchmarkPortal

Call Center Learning Channel+ | BenchmarkPortal A free and informative Call Center Learning Channel. Videos for Agents and Managers to run a quality and efficient Call Center. Also, free eBooks.

Amazing Call Center Agent Training Certification | 7 Modules 12/01/2022

Essential Call Center Agent Training Certification

Amazing Call Center Agent Training Certification | 7 Modules Call Center Agent Training Certification explores the many skills and tools needed to be a successful contact center agent. After completing this course agents will have insight into...

Latest Contact Center Coaching for Performance | 9 Modules 11/24/2022

Contact Center Coaching for Performance | Complete Course

Latest Contact Center Coaching for Performance | 9 Modules Contact Center Coaching for Performance Covers Tools & Approaches For Improving Performance, Including Analyzing Gaps Between Goals & Actual Performance.

CallTalk Radio Show | #1 Free and Informative Podcast 11/22/2022

CallTalk Radio Show | #1 Free and Informative Podcast

CallTalk Radio Show | #1 Free and Informative Podcast CallTalk Radio Show is a fun and informative on-line program for the customer service industry. Covers Informative & Educational Topics Impacting The Call Center & Customer Service Today.

Agent Experience (AX): The Next Frontier for Elevating the Customer Experience (CX) 11/21/2022

Agent Experience (AX): The Next Frontier for Elevating the Customer Experience (CX)

Agent Experience (AX): The Next Frontier for Elevating the Customer Experience (CX) Elevating the Customer Experience (CX) is an obsession for the contact center industry, and rightly so. The experiences that customers have with your contact center condition the way they think about you as a supplier of goods and services and as a trusted part­ner in providing the things that they...

Best-Selling Contact Center Workforce Manager Certification 11/17/2022

Best-Selling Contact Center Workforce Manager Certification Training

Best-Selling Contact Center Workforce Manager Certification Our best selling Contact Center Workforce Manager Certification covers the entire WFM process: Gathering of Data to The Production of Forecasts, Schedules and Budgets.

Free Call Center Learning Channel | BenchmarkPortal 11/15/2022

Free Call Center Learning Channel | BenchmarkPortal

Free Call Center Learning Channel | BenchmarkPortal A free and informative Call Center Learning Channel. Videos for Agents and Managers to run a quality and efficient Call Center. Also, free eBooks.

Useful Call Center Quality Assurance Certification Training 11/10/2022

Useful Call Center Quality Assurance Certification Training

Useful Call Center Quality Assurance Certification Training Call Center Quality Assurance Certification covers the entire QA process: to build a “best-in-class” quality monitoring and assessment process

#1 Contact Center Industry Reports for every Center 11/08/2022

#1 Contact Center Industry Reports for every Center

#1 Contact Center Industry Reports for every Center Contact Center Industry Reports: Our Call Center Reports Are The Standard References For Consultants & Practitioners Worldwide. Stay Informed & Up To Date.

How Great Frontline Support Creates Great Agents - "How To" Tips | Guest: Mark Brody 11/04/2022

How Great Frontline Support Creates Great Agents - "How To" Tips | Guest: Mark Brody

How Great Frontline Support Creates Great Agents - "How To" Tips | Guest: Mark Brody Bruce Belfiore as he interviews industry veteran Mark Brody about getting your center "unstuck" by supporting your front line agents - - and making them stars.

Powerful Contact Center Supervisor Certification Training 11/03/2022

Powerful Contact Center Supervisor Certification Training

Powerful Contact Center Supervisor Certification Training Contact Center Supervisor Certification Training Will Strengthen Supervisors’ Overall Skills & Empower Them With Techniques That Will Improve Your Center.

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