Lincoln Financial Group’s Individual Annuity Operations Customer Contact Center Achieves Its First Certification as a BenchmarkPortal Center of Excellence

Lincoln Financial Group’s Individual Annuity Operations 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. Contact centers that achieve certification are remarkable in their ability to balance a commitment to service excellence with cost effective service strategies.”

“The achievement of the Center of Excellence represents a contact center’s commitment to delivering customer service that is both effective and efficient,” said Belfiore. “ It is the culmination of important initiatives that were undertaken to achieve sustainable service excellence. Lincoln Financial Group has shown its ability to achieve that balance through its objective performance metrics. We have validated its metrics and have certified that Lincoln Financial Group is, indeed, among the best in its industry. I congratulate Lincoln Financial Group on a job well done.”

MAXIMUS Indiana Enrollment Broker Operations Achieve Certification as a Call Center of Excellence

The Indiana Enrollment Broker Services customer contact center operated by MAXIMUS 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. Contact centers that achieve certification are remarkable in their ability to balance a commitment to service excellence with cost effective service strategies”   

http://www.benchmarkportal.com/call-center-newsresources/press-release/2013/10/maximus-indiana-enrollment-broker-operations-achieve

Edmentum Customer Support Achieves Its Third Certification as a BenchmarkPortal Center of Excellence

The Edmentum 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.”   

Edmentum is a leading provider of online learning solutions. The company’s support center is responsible for providing a broad spectrum of knowledge across the full range of Edmentum learning solutions, which nearly 1 million students use every day to enhance their learning experiences.

About Edmentum
Edmentum Inc. is a leading provider of online learning solutions designed to drive learner achievement for academic and career success. With more than 50 years of experience driving significant advances in the industry, Edmentum offers a wide variety of innovative solutions spanning a multitude of program areas to empower 21st century teaching and learning. For more information, visit http://www.edmentum.com.

http://www.benchmarkportal.com/call-center-newsresources/press-release/2013/10/edmentum-customer-support-achieves-its-third-certifi

Workforce Management Analytics Demystified - Employee Focus (Session 1 of 2)

If you have been approaching Workforce Management (WFM) the same way for the last few years, you may be missing important advances.  WFM is no longer just about the labor force (agents) and putting butts in seats; its evolution is now about changing floor leadership (managers and supervisors) from ‘baby sitters’ into business people involved in the larger process of guiding the growth of the center in its role in fulfilling corporate goals. This is accomplished through the following practices:

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