October 30, 2014

GE Capital Fleet Services Contact Center Achieves Its Fourth Certification as a BenchmarkPortal Center of Excellence


GE Capital Fleet Services, BenchmarkPortal Center of ExcellenceBenchmarkPortal recognizes the exceptional efficiency and effectiveness of the GE Capital Fleet Services Contact Center by awarding it Certification as a Center of Excellence for the fourth year. The granting of certification is based on a company’s operational metrics, customer satisfaction and agent satisfaction.

October 30, 2014 -- The GE Capital Fleet Services’ maintenance control center, has been certified as a Center of Excellence by BenchmarkPortal, a leading contact center research and consulting organization. “The achievement of the Center of Excellence represents a contact center’s commitment to delivering customer service that is both effective and efficient,” said BenchmarkPortal CEO Bruce Belfiore. “It is the culmination of important initiatives that were undertaken to achieve sustainable service excellence.”

Click here to continue reading this news release: http://www.benchmarkportal.com/call-center-newsresources/press-release/2014/10/ge-capital-fleet-services-contact-center-achieves-it

October 29, 2014

EFG Companies Achieves Certification as a Center of Excellence


EFG Companies, BenchmarkPortal Center of Excellence

BenchmarkPortal recognizes the exceptional efficiency and effectiveness of the EFG by awarding it Certification as a Center of Excellence. The granting of certification is based on a company’s operational metrics, customer satisfaction and agent satisfaction.

10/28/2014 -- The EFG Companies customer claims and administration group has been certified as a Center of Excellence by BenchmarkPortal, a leading contact center research and consulting organization. “Only the top 10 percent of those benchmarked annually achieve this distinction,” said BenchmarkPortal CEO Bruce Belfiore. “Achieving Center of Excellence certification is an acknowledgement of strong management and leadership in the call center industry.”

Click here to continue reading this news release: http://www.benchmarkportal.com/call-center-newsresources/press-release/2014/10/efg-companies-achieves-certification-center-excellen

October 28, 2014

You're Invited To Participate In Our Quality Assurance Survey.

BenchmarkPortal is reaching out to gather data about your center's Quality Assurance Program. Participants will receive a summary report of data compliments of BenchmarkPortal.
 
The goal of our QA efforts is to provide effective coaching that has a short term impact and long term improvement in our agent’s performance and our customer’s/caller’s experience. 

In this survey, we will be asking you what tools you are using, how many and which persons are involved in the Quality Evaluation process and more helpful information for you to practice continuous improvement in your Quality Evaluation Program. 

Click on the link below to start the Survey now:
http://benchmarkportal.qa-oms.sgizmo.com/s3/

BenchmarkPortal appreciates your time and effort in contributing valuable data to our research.

Note* Responses are anonymous, and will only be reported by average. We're gathering this information for statistical purposes only. The data will not be used to identify you personally, or your Company, in any way.

Sincerely,

Bruce Belfiore
CEO, Senior Research Executive
BenchmarkPortal

October 23, 2014

Bright Horizons Family Solutions® Contact Center Achieves its Fourth Certification as a BenchmarkPortal Center of Excellence


Bright Horizons, BenchmarkPortal Center of ExcellenceBenchmarkPortal recognizes the exceptional efficiency and effectiveness of the Bright Horizons® Contact Center by awarding it Certification as a Center of Excellence for the fourth year in a row. The granting of certification is based on a company’s operational metrics, customer satisfaction and agent satisfaction.

October 17, 2014 -- The Bright Horizons Family Solutions customer contact center has been certified as a Center of Excellence by BenchmarkPortal, a leading contact center research and consulting organization. “Only the top 10 percent of those benchmarked annually achieve this distinction,” said BenchmarkPortal CEO Bruce Belfiore. “Achieving Center of Excellence certification is an acknowledgement of strong management and leadership in the call center industry.”   

Click here to continue reading this news release: http://www.benchmarkportal.com/call-center-newsresources/press-release/2014/10/bright-horizons-family-solutions-contact-center-ach

Call Center Campus Week There Is Still Time To Register! Las Vegas, NV at the Planet Hollywood Hotel November 10-14, 2014


Call Center Campus Week in Las Vegas - 4th Annual 

There Is Still Time To Register! Lodging & Classroom Seats Available.

Join Us For a Unique
Week of Learning.

Pre-Symposium Certification Workshops

- Lodging is Included
- Complimentary Access to 2-Day Symposium
- Complimentary Access to Welcome/Networking Reception
- Networking Breakfasts

2-Day Symposium

Symposium
November 13-14, 2014
“Imagine Excellence”
People, Technology, Connections - From Today to Your Tomorrow
- Lodging is Included
- Guest Speakers
- Breakout Learning Sessions
- “Hot Topic” Roundtable Discussions
- Welcome/Networking Reception
- Networking Breakfasts
  • Opening Keynote Presented by Prof. Richard Feinberg, Purdue University, Consumer Sciences and Retailing.
     
  • Customer Centric Culture
     
  • Net Promoter Score and Customer Effort
     
  • Imagining a Healthier Call Center: Lessons From The Industry's Biggest Loser
     
  • Stretching and Fitness in The Call Center
     
  • Transforming Training Approaches - Getting Better Business Results
     
  • 2-Days of Roundtable Discussions!
     
  • Your Centers Customer Satisfaction Challenges & Resolutions
     
  • and more...
Call Center Campus Week in Las Vegas

October 17, 2014

Call Center Law

Listen now on demand to our latest CallTalk Show on Call Center Law. Adam Losey, Esq., an attorney with Foley & Lardner, will share tips on monitoring communications as well as other legal issues important to contact centers. As privacy counsel for call centers, Adam works with client-side management to develop and implement policies governing monitoring and recording of telephone calls and electronic communications, as well as data management issues associated with call recordings and electronically stored information.

Guest Host: Adam Losey, Attorney, Foley & Lardner LLP

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.

Click here to listen to the show: http://www.benchmarkportal.com/call-center-newsresources/calltalk-online-radio-show/5/9/call-center-law

Contact Center Training Survey


Call Center Survey BenchmarkPortal wants to know about your needs in contact center training. Please complete this short, 8-question survey so that we can provide you the high-quality courseware you require.
Questions cover all levels (managers, supervisors, agents) and all delivery methods (in-person, live on-line, on-demand). 

Click on the link below to start the Survey now:
http://benchmarkportal.ccce.sgizmo.com/s3/
We thank you very much for your input!!

October 6, 2014

IVR Design Lessons From the Fortune 500

We recently participated in an interview with Software Advice...They called 50 Fortune 500 customer service numbers to gather metrics that will help you to improve your IVR system, and spoke to us about best practices for menu design. Read the article here: http://www.softwareadvice.com/voip/industryview/ivr-design-tips-report-2014/

October 2, 2014




Yummy Cupcakes for a well deserving Center of Excellence Achievement for Lincoln Financial Group- Individual Annuity Operations (Partner Solutions Life Customer Care Center)! How does your center celebrate? Send us your photos.

September 24, 2014

New Call Center Learning Assessments!

Want to improve agent performance for better business results? 

Want to know which learning strategies will result in performance gains

BMP’s Call Center Learning Assessment is designed for organizations that want to understand how effectively their learning programs equip agents to serve customers. The output of our Assessment is a set of recommendations for building a more effective learning program.

The Call Center Learning Assessment includes a pre-visit review of agent performance data and training program information, followed by in-depth, on-site discovery conducted by BMP’s learning industry expert. The assessment reveals areas of opportunity for improvement in the areas of people, process, and technology.

Click here to learn more about this assessment:  http://www.benchmarkportal.com/call-center-assessments/call-center-learning-assessments