Have You Benchmarked This Year?

Benchmarking is an essential tool for optimizing the performance of your contact center, and no one has more experience in contact center benchmarking than BenchmarkPortal. Through benchmarking, managers can pinpoint areas of opportunity for improvement, and identify initiatives that will result in the best ROI for the center and organization. Benchmarking answers the question, “How good is good enough?” and allows managers to stay competitive within their industry and against industry peers. BenchmarkPortal has the world's largest and most respected database of contact center metrics, and provides reports which set the industry standard.
 
Click here to take our complimentary 18-KPI Benchmarking Survey: 
http://www.benchmarkportal.com/call-center-benchmarking/call-center-benchmarking-surveys

This complimentary 18-KPI benchmarking survey report will provide your organization with a quick snapshot of your company compared to the industry you have selected. Once we receive the information, we will verify the data and set up a 40-minute benchmarking Readout with a Certified Contact Center Expert! After the review, you will receive a copy of the 18-KPI report and the benchmarking presentation to share internally with your organization.
This benchmarking survey comes with the following:

• 18-KPI Benchmarking Survey Report
• Complimentary 40-min. report readout with a BMP Expert
• A copy of the analysis PowerPoint presentation

BenchmarkPortal Improves Call Center Evaluation Through Automation

Bruce Belfiore from BenchmarkPortal explains how automation helps deliver better and more timely benchmark data on call center metrics and performance.

TMC.net Interviews Bruce Belfiore about iBenchmark

CEO, Bruce Belfiore was recently interviewed by TMC.net to discuss Benchmarking automation. Watch this video to learn about how automated benchmarking can help improve your center.

BenchmarkPortal and Symmetrics Presents a Live Webinar on iBenchmark, The Latest Innovation in Call Center Benchmarking Technology

The BenchmarkPortal and Symmetrics live webinar entitled “iBenchmark - Latest Innovation in Call Center Benchmarking Technology” will be available by registering here - iBenchmark Webinar Registratrion.
iBenchmark, is an automated benchmarking product that puts patented technology and advanced processes to work for people who manage contact centers, providing benchmarking reports every month without the aggravation of manually finding and inputting a long list of metrics.
Participating centers receive easy-to-install software that transmits their ACD metrics securely and automatically to BenchmarkPortal's database, the largest in the world of contact center metrics. Managers are then able to access a series of useful, benchmark-related reports via their own, password-protected area of BenchmarkPortal's website.
The service includes time each month with a BenchmarkPortal certified expert, who is trained to help interpret the benchmarking results and guide managers through a process of discernment, decision-making and execution of improvement initiatives. This includes tracking the company’s metrics and calculating improvements in terms of costs, quality and customer satisfaction. In this way, iBenchmark will become a valued management tool on a continuing basis.
In this webinar, you will learn how iBenchmark will:

• Greatly improve customer service and pinpoint areas of potential cost savings
• Provide monthly reports comparing your center's metrics to the industry and averages over a one-year period
• Help you determine the competitive impact of improvements in metrics before you invest time and money (using the interactive "Sandbox Tool")
• Uncover performance gaps compared with the industry
• Point toward issues with people, processes, technology
• Quantify and monetize gaps to show impact
• Assist with decision-making and provide management with insights
• Provide basis for improvement roadmaps and goal setting
• Become a key element in your manager’s toolbox
• Provide hard evidence of value you bring to the enterprise

"iBenchmark represents a major step forward", noted Bruce Belfiore, CEO of BenchmarkPortal. "By automating the data collection process and providing a trained expert to help with interpretation, discernment of gaps and identification of practical solutions, iBenchmark is an exceptional management tool. Also, the ease of installation and monthly payment model makes it user friendly and extremely affordable. We can guarantee a positive ROI for those who use iBenchmark."

Monitoring call center performance on a monthly basis allows managers to make decisions and select improvement initiatives that will have measurable impact on the financial and operational performance of the contact center.

Join the CEO of BenchmarkPortal, Bruce Belfiore, as he explains how automated benchmarking can help you and your center. He will be joined by Chris Rouse of Symmetrics, creator of the secure software that powers iBenchmark. Chris will highlight the benefits of automation and the importance to management of accurate, timely data.

Register here for BenchmarkPortal’s complimentary webinar on Thurs., May 31, 2012 at 10am PT/11am MT/12pm CT/1pm ET.

BenchmarkPortal Introduces iBenchmark - Automated Benchmarking Tool The Latest Innovation in Call Center Technology Best Practices

BenchmarkPortal announces the launch ofiBenchmark, (http://www.benchmarkportal.com/call-center-benchmarking/ibenchmark). This automated benchmarking product puts patented technology and advanced processes to work for people who manage contact centers, providing benchmarking reports every month without the aggravation of manually finding and inputting a long list of metrics.

Participating centers receive easy-to-install software that transmits their ACD metrics securely and automatically to BenchmarkPortal's database, the largest in the world of contact center metrics. Managers are then able to access a series of useful, benchmark-related reports via their own, password-protected area of BenchmarkPortal's website.

The service includes time each month with a BenchmarkPortal certified expert, who is trained to help interpret the benchmarking results and guide managers through a process of discernment, decision-making and execution of improvement initiatives. This includes tracking the company’s metrics and calculating improvements in terms of costs, quality and customer satisfaction. In this way, iBenchmark will become a valued management tool on a continuing basis.

iBenchmark reports can become key components of presentations to senior management; they will show the progress managers are making and the value they are adding.

"iBenchmark represents a major step forward", noted Bruce Belfiore, CEO of BenchmarkPortal. "By automating the data collection process and providing a trained expert to help with interpretation, discernment of gaps and identification of practical solutions, iBenchmark is an exceptional management tool. Also, the ease of installation and monthly payment model makes it user friendly and extremely affordable. We can guarantee a positive ROI for those who use iBenchmark."

Monitoring call center performance on a monthly basis allows managers to make decisions and select improvement initiatives that will have measurable impact on the financial and operational performance of the contact center.

iBenchmark Can Empower Call Centers in the Following Ways:
●     Uncovers performance gaps compared with the industry
●     Points toward issues with people, processes, technology
●     Gaps can be quantified and monetized to show impact
●     Assists with decision-making and provides management with valuable insights
●     Provides basis for improvement roadmaps and goal setting
●     Key element in manager’s toolbox
●     Produces hard evidence of value brought to the enterprise by the contact center

The Advantage of Expert Advice – BMP’s Certified Experts:
●     Have years of contact center experience
●     Are recognized leaders, instructors and authors
●     Provide monthly updates via WebEx-style conference call
●     Are available for on-site assistance
●     Provide just the right level of support for managers’ individual needs
●     Can demonstrate savings and ROI - even EPS calculations

Monthly Technology Solution
BenchmarkPortal will provide call centers with the iBenchmark data connector that allows the ACD (and eventually IVR and Workforce Management Systems) to automatically encrypt and transmit metrics to BenchmarkPortal's secure database. To do this, BenchmarkPortal partnered with Symmetrics, creator of proven software that is simple to install and which makes the transfer of data easy and secure. Currently iBenchmark is available for Nortel, Avaya and Cisco ACDs. Connectors for other ACDs will be made available during the course of 2012. A series of useful reports turns your metrics into rich management information that will allow you to monitor your competitive performance and make important decisions on improvement initiatives for your center.

Security of Data
BenchmarkPortal has been the trusted repository of confidential contact center data for over a decade. BenchmarkPortal takes their responsibility in this regard very seriously. The software developed with partner Symmetrics Business Intelligence maintains and enhances this tradition of data security.

For additional information on iBenchmark, visit: http://www.benchmarkportal.com/call-center-benchmarking/ibenchmark