Products by BenchmarkPortal , LLC

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  • Call Center Assessment

    BenchmarkPortal's Journey to Excellence program is catered to those centers that have not met the criteria for call center certification. We develop a customized consulting & assessment program over a 12 month period to improve your call centers effectiveness & efficiency. We help you balance... Read More
  • Call Center Benchmarking Surveys 12 KPI & 22 KPI

    Our call center benchmarking surveys are the easiest way for a call center to benchmark themselves against peers in our database of thousands of call centers. BenchmarkPortal, has collected key performance indicators from thousands of contact centers worldwide, creating the world's largest... Read More
  • Call Center Books

    Only two centuries ago, early explorers (adventurous business executives of those bygone days) were guided primarily with a compass and celestial navigation using reference points like the North Star. Many current executives use our call center benchmarking tools as navigation for their call... Read More
  • Call Center Campus

    The BenchmarkPortal Las Vegas Call Center Training & Networking event gathers the top Certified Centers of Excellence, Industry Experts, CCCE Alumni, CCCE Course Attendees during the week, & the team from BenchmarkPortal to explore benchmarking and beyond. This unique opportunity is unlike any... Read More
  • Call Center Certification

    As the customer service call center has become the most vital interface between a company and its customers, it has become critical that the call handling process be conducted both effectively and efficiently. Many companies now want a "third party" opinion regarding how well their call center... Read More
  • Call Center Due Diligence

    The BenchmarkPortal due diligence team is led by Bruce Belfiore, a graduate of Harvard Business and Law Schools, and a former M&A professional with investment banks in the U.S., London and Milan. He was a Series 7 license holder, and a member of the SFA in the United Kingdom. Bruce has written... Read More
  • Call Center Industry Reports 12 KPI

    BenchmarkPortal's Industry reports, America's richest source of call center information. They provide independent, accurate, comprehensive, and up to date research. Our 12 Key Performance Indicator Industry Benchmark Reports include a more limited number of metrics, which include those derived... Read More
  • Call Center Industry Reports 22 KPI

    BenchmarkPortal's Industry reports, America's richest source of call center information. They provide independent, accurate, comprehensive, and up to date research. Our 22 KPI Industry Benchmark Report contains contact center best practices that reflect the aggregated responses of contact... Read More
  • Call Center IVR Assessment

    For most companies, the Call Center is the main point of customer contact, and as such, the Call Center plays a crucial role in the overall value and success of the enterprise. Many upper-level managers are starting to realize how their profitability and the public’s perception of their... Read More
  • Call Center Management Certification Training Course

    The College of Call Center Excellence offers one of the most highly regarded Call Center Training programs in the country, led by the industry's top-rated instructors, with over 150 years combined experience. These courses will equip you with the skill set that you need to improve your call... Read More
  • Call Center Online Training Courses

    The College of Call Center Excellence offers one of the most highly regarded Call Center Training programs in the country, led by the industry's top-rated instructors, with over 150 years combined experience. These training courses will equip you with the skill set that you need to improve your... Read More
  • Call Center Outbound & Collections Benchmarking

    We have recently launched two new ongoing databases, for collections and for other outbound functions. The highly informative reports will help you compare your operation to others in your industry on investment efficiency, results efficiency and quality. We will bring the same rigor and... Read More
  • Call Center Outsourcer Assessment

    Too often companies entrust their calls to outsourcers and then wonder if the outsourcer is as good as it should and could be. Conversations with the outsourcer, monitored calls and periodic reports do not always reveal everything you want to know about how your outsourcer is... Read More
  • Call Center Outsourcer Certification

    Become Certified as an Outsourced Call Center of Excellence Today! BenchmarkPortal launches its Outsourcer Certification Program Call center managers seeking outsource partners to handle their calls want assurances that these calls will be handled efficiently and effectively. BenchmarkPortal... Read More
  • Call Center Peer Group Benchmarking

    Compare your call centers performance against its industry peers and see where you compare and how to improve your call center! Researchers at BenchmarkPortal, in conjunction with the Center for Customer-Driven Quality™ founded, have been collecting call center performance data since 1995.... Read More
  • Call Center Quality Assurance Certification Training Course

    The QA and Monitoring Workshop will provide participants with an understanding of the elements that are crucial in building a well- planned program that meets the strategic needs of the organization. Those goals and/or needs may be: Cost Oriented, Service Oriented, Sales Oriented or Market... Read More
  • Call Center White Papers

    These Contact Center White Papers represent a rich compilation of rigorous research and analysis conducted by Dr. Jon Anton, Professor and Director of Research at Purdue University's Center for Customer-Driven Quality, and other notable contact center industry professionals, addressing... Read More
  • Call Center Workforce Management Training Courses

    CCCE’s call center training course for workforce management covers the entire workforce management process from the gathering of data to the production of forecasts, schedules, and budgets. We include lessons that benefit attendees from any sized organization, large and small, with real-world... Read More
  • Call Center Worldwide Industry Reports

    BenchmarkPortal's Industry reports, America's richest source of Call Center information. They provide independent, accurate, comprehensive, and up to date research. Our Worldwide Industry Benchmark Report contains contact center best practices that reflect the aggregated responses of contact... Read More
  • Customer & Agent Satisfaction

    BenchmarkPortal's customer & agent satisfaction surveys are backed by years of research and data collection. Many of our certified centers of excellence continuously use these surveys to monitor levels of satisfaction. Our methodology and suggestions for improvement will help align the surveys... Read More
  • iBenchmark- Automated Benchmarking

    Contact center managers know how useful benchmarking can be as part of an overall best practices improvement program. Managers identify competitive weak spots through the metrics and then take targeted actions to improve their performance. The major issue that has prevented benchmarking from... Read More
  • Top 100 Call Center Contest

    BenchmarkPortal, along with The Center for Customer-Driven Quality, invites you to participate in our 16th Annual Call Center Benchmarking Study, which will feature a new "Top 100 Call Centers" Contest for centers located in North America. The Center for Customer-Driven Quality™ (CCDQ), founded... Read More

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