The Virtual Summit

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2022 Mar Connected Customer 300x80

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Becoming a Master at Managing with Metrics: A Practical Workshop

Thursday Mar 17, 12:00 PM – 1:00 PM EDT — RECORDING

This session will take a structured approach to managing with metrics, identifying key contact center metrics, defining them and explaining their relationships to your operational performance and to each other.  In these days of operational changes, high turnover and budget challenges, this information will be immediately useful in achieving improved results.

The session will be more like a classroom workshop, with participant interaction encouraged.  It will include take-away worksheets for average cost per transaction. Participants will come away with practical ways to leverage the data from their management reports so that they can build a better, healthier, more competitive operation by moving toward quantifiable excellence.  In addition, will we will show you how to access BenchmarkPortal’s free Learning Channel, which includes a series of micro-learning videos, each focusing on a specific metric.  


Bruce Belfiore, CEO, BenchmarkPortal

BenchmarkPortal Bruce Belfiore Bruce Belfiore, CEO, BenchmarkPortal

Bruce is CEO and Senior Research Executive of BenchmarkPortal, which provides benchmarking, training and certification services to the contact center industry. Bruce hosts the monthly online radio show “CallTalk”, which discusses hot-button issues with contact center industry experts. He is a frequent speaker at industry events in the United States and abroad.