June 22, 2012

CALL CENTER CAMPUS WEEK in Las Vegas, Nov. 5-9, 2012

BenchmarkPortal’s College of Call Center Excellence will conduct its Call Center Campus Week this November in Las Vegas. This annual, unique call center industry event presents an opportunity for attendees to get on the fast track to upgrade customer service and to drive their call centers’ performance to the top.

Industry experts, along with BenchmarkPortal’s premier team of instructors, will lead and guide classes and group discussions that explore call center challenges and emerging trends in the industry.

“Improving Customer Service & Loyalty” is the theme for this year’s Call Center Campus Symposium. The two-day program - unlike any other - features talks and discussions to inspire innovative thinking and engage participants in exploring compelling avenues for advancing the call center industry.

Call Center Campus Training: November 5-7, 2012
  • Certification Workshops in Call Center ManagementQuality Assurance and Workforce Management will equip you with the skill set that you need to improve your center's performance and lead to your professional certification. Workshops take place on Monday, Tuesday and Wednesday.
  • Access to 2-Day Symposium on Thursday and Friday is included with your participation in our certification workshops.
  • Benchmarking: All students participate in our call center benchmarking survey. Results provides your company with a snapshot of your call center vs. industry peers.
  • Networking Breakfasts and Breaks: Get to know your peers throughout the week with continental breakfasts, coffee breaks and afternoon snacks.
  • Lodging: Registration to the Certification Workshops includes your lodging at the NYNY Hotel in Las Vegas.

Call Center Campus Symposium: November 8-9, 2012

  • Industry-Leading Keynote Speakers: Listen to thought-provoking speakers share how their companies implemented successful programs that focus on achieving excellence and improving customer service.
  • Learning Sessions: Customer Satisfaction, Agent Satisfaction, Social Media, Metrics, Technology and more
  • “Hot Topic” Roundtable Discussions: Share business challenges, approaches and best practices on a number of hot topics with your peers.
  • Networking Reception: Enjoy complimentary drinks and hors d’oeuvres while networking.
  • Awards Ceremony: 2012 Top 100 Call Center Contest Winners
  • Networking Breakfasts and Breaks: Get to know your peers throughout the week with continental and buffet breakfasts, coffee breaks and afternoon snacks.
  • Lodging: Registration to the Symposium includes your lodging at the NYNY Hotel in Las Vegas.

Call Center Campus Symposium

The Call Center Campus Symposium offers sessions that provide a hands-on learning environment. Attendees can obtain new skills, reflect critically on their work and learn from other individuals and organizations confronting dilemmas similar to their own. At the same time, call center leaders can learn how to raise their best practice skills to new levels, while sharing their best practices with peers.

BenchmarkPortal intends that attendees gain new and practical insights, as well as strategies that contribute to their organizations’ strengths and sustainability. The training at the Call Center Campus Symposium should also enhance individual leadership skills of attendees. As a Call Center Campus attendee, not only will you benefit from the opportunity to interact with your peers, BenchmarkPortal Experts and other industry leaders, but you will walk away with incredible tools that can be immediately applied in your center. Our mission is to create a compelling networking event for the call center industry - one that focuses on networking and building relationships and that does not require exhibiting or catering to end-users. This is a vendor-neutral event that focuses on the core topics, hands-on learning, increasing one’s knowledge of best practices and driving success in your career and center.


Call Center Management: $2450
Quality Assurance: $1450
Workforce Management: $1450
Symposium: $475

Preferred Partner Discount: Center of Excellence Members 15% off.
Group Discounts: If you have 2 or more individuals that would like to take the call center training course please contact us for a group discount!
Online Contact Form | 800.214.8929 Ext. 1 
Cannot be combined with other offers or discounts.

June 11, 2012

CallTalk: Assessing the Competitive Landscape for Market Expansions or Consolidations

Assessing the Competitive Landscape for Market Expansions or Consolidations 
Join host Bruce Belfiore and James Trobaugh, Senior VP, CBRE Labor Analytics Group, and Mark Seeley, Senior Managing Director, CBRE Labor Analytics Group, as they discuss call center expansions and consolidations. 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.

About CallTalk 

Broadcast monthly, directly over the Internet to your desktop, CallTalk covers informative and educational topics that impact today's call center. This show is hosted by Bruce Belfiore, CEO of BenchmarkPortal. It is aired without the participation of vendors so that topics will be free from their influence and guided by the needs of its listeners.

Guest Host: James Trobaugh, Senior VP, CBRE Labor Analytics Group 

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 led to over 800 site and market evaluation assignments, touring more than 650 cities. Jim creates value, utilizing his expertise, relationships and broad base knowledge of site selection, transaction services and client advisory solutions for strategic planning, market assessment and portfolio optimization - all focused at the intersection of labor and real estate.

Guest Host: Mark Seeley, Senior Managing Director, CBRE Labor Analytics Group 

As the Senior Managing Director for CBRE’s Labor Analytics Group, Mark leads the Labor Analytics Group consulting practice. Mark has practiced corporate location and labor analysis consulting for over a decade. He specializes in site selection, workforce strategy development, portfolio optimization, on-site labor assessment and economic incentive analysis and negotiations.