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SPONSORS: Aspect | BenchmarkPortal | CallMiner | CXPA | inContactNICE CXA | Omega | Verint | West

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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.