Call Center Certification Company to Host CallTalk Show Focused on Agent Satisfaction
July 12, 2012
By Susan J. Campbell
, TMCnet Contributing Editor
In conversations surrounding the call center, we tend to focus on the satisfaction of the customer. Processes and solutions are selected according to the features and benefits that enhance the end user experience. Such an approach ignores the importance of the agent and his or her satisfaction. Fortunately, BenchmarketPortal addresses agent satisfaction in its call center certification processes.
In fact, the call center certification company is hosting a CallTalk show to discuss agent satisfaction. Bruce Belfiore and Dr. Teresa Amabile, a Harvard School Professor, host CallTalk, exploring whether or not employee engagement is as strong as it could be within the organization. This episode will explore a decade of research into the hearts and minds of individuals at work.
CallTalk is an informative and educational talk on the issues surrounding today’s call center. Bruce Belfiore, CEO of BenchmarkPortal (News - Alert), hosts the show aired without vendor participation so all topics of free of unnecessary influence and instead guided by the needs of listeners. This focus on the internal needs of the center can improve the benefits received by all call center certification needs.
In addition to this radio show, the call center certification company has also announced Call Center Campus Week, facilitated by its College of Call Center Excellence. This week is scheduled for November 5-9 2012 in Las Vegas. The scheduled theme: Improving Customer Service & Loyalty.
With this event, call center managers and other decision-makers within the organization are invited to attend call center certification workshops, discussions and sessions throughout the week. Classes and group discussions will be led by industry experts associated with the BenchmarkPortal team.
Industry experts will be on hand to highlight the latest developments within the call center industry, while engaging participants on the best practices necessary to operate a reputable and profitable center. Attendees should expect to receive new and practical insights into the industry, exploring opportunities to develop new strategies that can leverage the benefits of call center certification.
In the quest to maintain quality customer care both internally and externally, BenchmarkPortal continues its focus on call center certification efforts, reaching throughout the industry to help key players improve customer-facing strategies. Call center supervisors and decision makers will gain access to the latest developments and take part in key discussions that will expand opportunities.
Well-trained employees and supervisors full of knowledge contribute to the operation of an efficient and successful call center environment. Hurdles will continue to exist in this space, but well-trained and equipped centers are more likely to create satisfied agents and customers.
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Edited by Brooke Neuman