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 high-functioning and efficient and accomplish so much more with our teams.” – Debbie Frazier Huddle Boards are idea-and-action boards that…

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...

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. At one end of the spectrum, some cultures require and reward consistent presence and continual connectivity. This often...

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 from your QA program, which is agent feedback and coaching. The coaching that happens in a call center is really...

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 metric because important decisions should take it into account, including staffing decisions. Consider one center that had an abandon rate of...

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 is “not much”…yet. However, recently-concluded research results indicate big data may help you hire better in the very near future. A...

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 your workforce needs as your center grows and becomes more complex may seem like a thrifty thing to do –...

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 improvement, and support those initiatives that will result in the best ROI for the center and organization. Benchmarking answers the...

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 to approach these matters the right way. It is important to foster a strong security culture that is supported by...

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 mergers, contact center managers are increasingly part of a polyglot corporate community. However, most managers live in their own...

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 concentrate on the quality side of FCR, and for good reason. Our statistical studies show that FCR correlates with...

New Posts

CustomerThink