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

September 10, 2014

Egis Projects Canada Contact Center Achieves Its Third Certification as a BenchmarkPortal Center of Excellence

Egis Projects Canada, Center of Excellence by BenchmarkPortalSeptember 10, 2014 - The Egis Projects Canada 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: http://www.benchmarkportal.com/call-center-newsresources/press-release/2014/09/egis-projects-canada-contact-center-achieves-its-thi

September 8, 2014

The Santa Clara Family Health Plan (SCFHP) call 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: http://www.benchmarkportal.com/call-center-newsresources/press-release/2014/09/santa-clara-family-health-plan-call-center-achieves-

September 5, 2014

Santa Clara Family Health Plan Call Center Achieves Certification as a BenchmarkPortal Center of Excellence

BenchmarkPortal recognizes the exceptional efficiency and effectiveness of the Santa Clara Family Health Plan Call Center 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.

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.”   
The Santa Clara Family Health Plan (SCFHP) call center has been certified as a

Click here to continue reading this news release: http://www.benchmarkportal.com/call-center-newsresources/press-release/2014/09/santa-clara-family-health-plan-call-center-achieves-

August 27, 2014

Employee Recognition - Why is everyone talking about it?

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 employee awareness of company goals, raising morale, and increasing productivity.

To listen to this episode, click the following link: http://www.benchmarkportal.com/call-center-newsresources/calltalk-online-radio-show/5/8/employee-recognition

August 18, 2014

ARAG Customer Care Achieves Its Eighth Certification as a BenchmarkPortal Center of Excellence


ARAG, Call Center of Excellence by BenchmarkPortalBenchmarkPortal recognizes the exceptional efficiency and effectiveness of ARAG Customer Care by awarding it Certification as a Center of Excellence for the eighth year. The granting of certification is based on a company’s operational metrics, customer satisfaction and agent satisfaction.

ARAG® Customer Care call center was certified earlier this year 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. “The Center of Excellence Certification is so prestigious that only 5% of those centers that applied have actually attained certification 5 or more years in a row.”