September 30, 2015 -- Questar Assessment Inc., a K–12 assessment
provider focused on building a bridge between learning and
accountability, has achieved certification as a Center of Excellence by
BenchmarkPortal.
To
achieve certification as a Center of Excellence, a company must undergo
a rigorous benchmarking process, which compares the organization’s
operational metrics to those of its peers, using the world's largest
database of contact center metrics. During this process,
BenchmarkPortal experts audit and verify key data from the contact
center applying for certification.
Click here to continue reading: http://www.benchmarkportal.com/call-center-newsresources/press-release/2015/09/questar-assessment-inc-customer-service-center-award
BenchmarkPortal is a global leader in the contact center industry, providing benchmarking, certification, consulting, training & industry reports. BenchmarkPortal’s mission is to help contact centers reach peak performance in operational effectiveness and efficiency so that the centers will realize increased levels of agent and customer loyalty while containing costs and building enterprise value.
September 30, 2015
August 17, 2015
Health Net Federal Services Earns Center of Excellence Certification from BenchmarkPortal
Health Net Federal Services, LLC, a wholly owned subsidiary of Health Net, Inc. (NYSE:HNT), is now certified as a Center of Excellence by BenchmarkPortal for the third consecutive year.
Click here to continue reading: http://www.benchmarkportal.com/call-center-newsresources/press-release/2015/08/health-net-federal-services-earns-center-excellence-
July 29, 2015
New Survey Design & Data Analysis Workshops!
Surveys
are an invaluable tool for researching the attitudes, feelings,
concerns, and priorities of your customers. By constructing a
questionnaire and collecting responses, we can draw a profile of the
group as a whole and/or gather their feedback. The survey findings can
then support fact-based continuous improvement projects aimed at
long-term competitive advantage.
The
findings from well-constructed customer surveys can provide critical
information about customers’ expectations and future needs when creating
new service and product offerings. Surveys conducted after an
interaction can monitor service delivery quality and product performance
from the customers’ viewpoint and identify those customers in need of
service recovery actions.
However,
a survey program is only valuable if the surveying effort is properly
designed and executed. A small mistake in the survey instrument or
administration can skew the data, leading to erroneous conclusions.
July 9, 2015
CallTalk Caramels: Investments in Employee Training… Are you getting bang for your buck?
Call center leaders want well-trained employees who are good
performers, but they need practical training solutions that can be
implemented quickly, without breaking the bank. IF they can be assured
that the investment will yield the desired results; call center leaders
are willing to invest in high-quality training, even in tough economic
times.
BenchmarkPortal research has identified best practices that will result in optimal learning programs:
Create performance-based training: this is training designed to focus on job tasks and goes beyond topics such as corporate policies or use of software applications. Advantages include:
Click here to continue reading this article...
BenchmarkPortal research has identified best practices that will result in optimal learning programs:
Create performance-based training: this is training designed to focus on job tasks and goes beyond topics such as corporate policies or use of software applications. Advantages include:
Click here to continue reading this article...
May 12, 2015
Mayo Medical Laboratories Earns “Center of Excellence” Recognition for Fourth Straight Year
In
March, Mayo Laboratory Inquiry (the customer service center for Mayo
Medical Laboratories) was certified as a Center of Excellence by
BenchmarkPortal, a global leader in the contact center industry. This is
the fourth year in a row that Mayo Laboratory Inquiry has achieved this honor.
Click Here to learn more... http://www.benchmarkportal.com/call-center-certification/certified-call-centers-excellence/mayo-medical-laboratories
Click Here to learn more... http://www.benchmarkportal.com/call-center-certification/certified-call-centers-excellence/mayo-medical-laboratories
May 6, 2015
Egis Projects Canada certified for the 4th year in a row as Customer Service Center of Excellence
For the fourth year in a row, 2011-2012-2013-2014, the Egis Projects Canada Golden Ears Bridge Customer Service Center has earned recognition as a Certified Center of Excellence by Benchmark Portal! Egis also received, for the second year in a row, the Top 25 of the Top 100 best Customer service Centres in North America.
Click here to see more: http://www.benchmarkportal.com/call-center-certification/certified-customer-service-center/egisprojectscanada
April 27, 2015
Alliance Data's Card Services Business Customer Care Centers Mark Decade of 'Center of Excellence' Certification From Internationally Recognized BenchmarkPortal
Alliance Data Systems Corporation, a leading global provider of data-driven marketing and loyalty solutions, today announced its Card Services
business, a premier provider of branded private label, co-brand and
commercial credit programs, has achieved for the tenth time in a row the
"Center of Excellence" certification by BenchmarkPortal,
one of the most prestigious designations in the service and support
industry, for the quality of its call center operations nationwide.
Founded in 1995, BenchmarkPortal is a global leader in the contact
center industry, providing benchmarking, certification, training,
consulting and industry reports, and maintains the world's largest call
center metrics database.
Click Here to Continue Reading: http://www.benchmarkportal.com/call-center-newsresources/press-release/2015/04/alliance-datas-card-services-business-customer-care-
Click Here to Continue Reading: http://www.benchmarkportal.com/call-center-newsresources/press-release/2015/04/alliance-datas-card-services-business-customer-care-
April 24, 2015
QBE Nine Years of Call Center Excellence
QBE’s Mortgage & Lender Services has secured the Call Center of
Excellence re-certification from BenchmarkPortal for the ninth year in a
row. In addition, QBE also participated in BenchmarkPortal’s 2015 Top
100 Call Center Contest where QBE placed in the top 25 of the
medium-sized call center category.
Click the following link to continue reading: http://www.benchmarkportal.com/call-center-newsresources/press-release/2015/04/qbe-recognized-call-center-excellence-9th-year-row
Click the following link to continue reading: http://www.benchmarkportal.com/call-center-newsresources/press-release/2015/04/qbe-recognized-call-center-excellence-9th-year-row
April 20, 2015
A Lean Six Sigma Approach to Contact Center Process Improvement
Customers are demanding more efficient and effective service from
Contact Centers throughout all industries. Host Bruce Belfiore chats
with veteran manager Walt Sweeney about a Lean Six Sigma approach to
Contact Center process improvement that Contact Center leaders could use
to improve their centers.
Click here to listen to this CallTalk show: http://www.benchmarkportal.com/call-center-newsresources/calltalk-online-radio-show/6/4/lean-six-sigma-approach-contact-center-proc
Click here to listen to this CallTalk show: http://www.benchmarkportal.com/call-center-newsresources/calltalk-online-radio-show/6/4/lean-six-sigma-approach-contact-center-proc
April 17, 2015
Announcing The Top Ranking 2015 Top 100 Call Centers Contest Winners! Click the below link to see who won!
BenchmarkPortal ranks the top call center operations in North America based on operational metrics. Click here to see who won: http://www.benchmarkportal.com/call-center-newsresources/press-release/2015/04/2015-top-100-call-center-contest-winners
Top 100 Call Center ContestBenchmarkPortal, a leading call center consulting services group, announces the winners of its 2015 Top 100 Call Center Contest. Participants submitted performance data on key operating metrics. The three winners in each categories had the highest statistical values for efficiency and effectiveness, as computed by BenchmarkPortal's expert formula.
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