Bruce Belfiore

Are Your Team Meetings Getting Stale? Try Using Huddle Boards!

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...

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...

Balancing Life and Work: Managing and Motivating Agents in a Healthy Way

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 Assurance & Coaching for Success

Quality monitoring programs often become fixated on QA forms; however, there are other necessary components that will assure you are getting the greatest value...

Contact Center Economics 101: Staffing Smart = Bucks to the Bottom Line

Do you know what your average cost per call is? If not, you should make the effort to compute it. It is a key...

Contact Center Economics 101: Big Data Meets Recruiting

We hear a lot about “big data”, but what has it done for you? For all but the most advanced contact centers, the answer...

Contact Center Economics 101: When WFM Means Workforce Manna

There are literally thousands of contact centers that are on (or over) the cusp of needing advanced workforce management systems. Continuing to spreadsheet...

CallTalk Caramels: Benchmarking Made Easy

Benchmarking is a tool best used for optimizing the performance of the contact center. Through its use, managers can pinpoint areas of opportunity for...

Contact Center Economics 101: Balancing Information Security and Customer Needs

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...

Contact Center Economics 101: Leveraging Your International “Sibling Centers” for Fun and Profit

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...

Contact Center Economics 101: First Call Resolution – It’s Not Only a Quality Metric

I consider First Call Resolution (FCR) the “magic metric” for call centers, because it has impact on both quality and costs. Most managers...

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