The Virtual Summit

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Hands on Workshop: The Magic of Metrics and Benchmarking- BenchmarkPortal

Wednesday Mar 22, 4:00 PM – 5:00 PM EDT — Recording link

By understanding how metrics impact and interrelate with each other, managers can improve their performance analyses and avoid common mistakes. In this workshop we will review the three major types of benchmarking data and drill down on the definitions of the more difficult metrics.

You will learn 1) how you can evaluate negative performance gaps that show up on your benchmark report; 2) how to map these gaps to specific people, process and technology issues; and 3) how to choose the “fixes” thatwill be of most benefit to your center.

Included with this workshop: A downloadable workbook which includes sections on metrics, and a sample calculator that provides insight into how benchmarking can improve actual performance in objective, measurable ways - shown in dollars and cents. As a bonus, participants will be provided with a link to Bruce’s new eBookSeries: Contact Center Management Mastery, two of which discuss KPIs and benchmarking.


Bruce Belfiore, CEO, BenchmarkPortal

Bruce Belfiore Bruce Belfiore, CEO, BenchmarkPortal
BenchmarkPortal is custodian of the world’s largest database of contact center metrics. A call center industry thought leader, Bruce hosts the monthly on-line radio show CallTalk™, which discusses leading edge customer contact issues with industry experts. He is a frequent speaker at industry events and has consulted for the contact center operations of many Fortune 1000 companies. Bruce specializes in identifying ways to improve the financial results as well as the operational performance of contact center operations. He is particularly interested in emerging best practices and technologies that add to enterprise value.

Bruce heads The College of Call Center Excellence, which provides courses for call center professionals. He has also taught the course “Call Center Management” at Purdue University. He is the author of the book Benchmarking At Its Best for Contact Centers and has written numerous research papers and articles on contact center topics, including the Contact Center Management Mastery Series of eBooks.

Bruce holds Bachelor’s, MBA and JD degrees from Harvard University.