The Virtual Summit

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Master the Art of Managing with Metrics

Tuesday Mar 19, 4:00 PM – 5:00 PM EDT — RECORDING

This workshop-style session will take a structured approach to managing with metrics, identifying key contact center KPIs, 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.

Participant questions and interactions are encouraged. The session will include take-away worksheets for understanding and calculating useful metrics. You will see how to leverage the data from your management reports to build a better, healthier, more competitive operation - - by moving toward quantifiable excellence. In addition, you will learn how to access BenchmarkPortal’s free Learning Channel 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.