BenchmarkPortal Leaders to Speak at 2011 ACCA Symposium
July 13, 2011
By Chris DiMarco
, TMCnet Managing Editor
BenchmarkPortal’s (News - Alert) approach to comprehensive call center training has made it a leader in the industry. The company offers numerous courses and lectures to educate those within the customer service space and provide them with certification that proves their mastery of the call center. It’s not surprising then that two of BenchmarkPortal’s most esteemed staff members will be speaking at this year’s Austin Contact Center Alliance Symposium/XPO.
The symposium will address all aspects of running a call center and is a great way for call center managers in the area to brush up on the skills needed for success.
The first speaking engagement will take place during a pre-conference workshop that will focus on quality monitoring and coaching. The event will be held September 21 from 12:30 to 4:30 p.m. and will feature BenchmarkPortal’s Lead Instructor for the College of Call Center Excellence’s Manager Certification Program Dayne Petersen.
Petersen has a storied history in the call and contact center space, with proven expertise in the forecasting, scheduling and training fields that makes her uniquely qualified to speak on the topic. Coaching and training are essential components that ensure a staff is competent in every customer interaction. During this workshop participants will engage in practice scenario’s that will foster a deeper understanding of what goes into a proper training strategy.
BenchmarkPortal’s CEO Bruce Belfiore will also be speaking at the show, with remarks focusing on how to measure success in the customer service industry. Belfiore will share best practice information on measuring the performance of supervisors and managers in a customer service operation. Participants will gain insight on how they are doing and learn about some of the new methods, processes and tools being used to develop our teams and will receive a free In-Depth Reality Check report that examines many of the key metrics in the call center.
Being vigilant on the level of customer service your call center is offering is essential to determining where improvement is needed. The Austin show, and the resources that BenchmarkPortal will be pouring in to it, are a great first step to that self awareness.
Chris DiMarco is a Web Editor for TMCnet. He holds a master's degree in journalism from Quinnipiac University. Prior to joining TMC (News - Alert) Chris worked with e-commerce provider Suresource as a contact center representative and development analyst. To read more of his articles, please visit his columnist page. Follow him on Twitter (News - Alert) @cpdimarco.
Edited by Carrie Schmelkin