Bruce Belfiore
Bruce Belfiore is Senior Research Executive and CEO of BenchmarkPortal, custodian of the world's largest database of contact center metrics. He hosts the monthly online radio show "CallTalk" and is chancellor of The College of Call Center Excellence. He has consulted for many Fortune 1000 companies, helping them to improve efficiency and effectiveness of their customer contact operations.
By Debbie Frazier and Bruce Belfiore, BenchmarkPortal “When the team comes together to plan on a regular basis using a Huddle Board, we become more...
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...
A healthy approach toward work-life balance is crucial for both productivity and motivation. Instead, we often see dysfunctions in the contact center workplace....
Quality monitoring programs often become fixated on QA forms; however, there are other necessary components that will assure you are getting the greatest value...
Do you know what your average cost per call is? If not, you should make the effort to compute it. It is a key...
We hear a lot about “big data”, but what has it done for you? For all but the most advanced contact centers, the answer...
There are literally thousands of contact centers that are on (or over) the cusp of needing advanced workforce management systems. Continuing to spreadsheet...
Benchmarking is a tool best used for optimizing the performance of the contact center. Through its use, managers can pinpoint areas of opportunity for...
By Bruce Belfiore and Tony Grimshaw Security breaches in the contact center environment can be enormously expensive and damaging, so it is worth real money...
More and more contact centers are part of multi-national enterprises. Either as a result of organic growth, or as a result of trans-border...
I consider First Call Resolution (FCR) the “magic metric” for call centers, because it has impact on both quality and costs. Most managers...