Call Center Certification Featured Articles

• Boosting Employee Morale with BenchmarkPortal
  BenchmarkPortal CallTalk, a monthly online radio show, is a step away from the traditional educational platform, characterized by a more entertaining style and guided by the topics that listeners ask for. The radio show, hosted by Bruce Belfiore, CEO and senior research executive of BenchmarkPortal, and author of "Benchmarking at Its Best for Contact Centers", a manual for best practices benchmarking, recently had one of its best CallTalk Episode's so far, titled "CallTalk Caramels: Employee Morale."
  
  5/20/2013
• Mayo Medical Laboratories Call Center Certified as 'Center of Excellence' by BenchmarkPortal
  For the second year in a row, Mayo Medical Laboratories' customer service center has achieved the 2013 Center of Excellence distinction from BenchmarkPortal, a global player in Call Center Benchmarking, Call Center Certification, Call Center Training and Call Center Consulting.
  
  5/16/2013
• TrialCard Call Center Achieves BenchmarkPortal Certification as a Center of Excellence
  BenchmarkPortal, which owns the largest database of call center metrics, recognizes call centers on the basis of their customer service excellence, and its call center certification has become the new benchmark of call center performance. One of the latest call centers to achieve BenchmarkPortal call center certification is TrialCard Contact Center.
  
  5/15/2013
• Health Net Federal Services Call Center Certification
  One of the latest call centers to achieve the certification from BenchmarkPortal is the Health Net Federal Services Call Centers, receiving the "Center of Excellence" status from BenchmarkPortal for the second time.
  
  5/8/2013
• ARAG Wins Accolades Once Again from BenchMarkPortal
  ARAG, a provider of legal solutions, has continued its track record of industry-leading customer service by earning a place in the top 100 call centers for the third year running. This is in addition to being awarded the prestigious Center of Excellence honor by BenchMarkPortal for the sixth consecutive year.
  
  5/8/2013
• USHEALTH Group recognized by BenchmarkPortal
  USHEALTH Group, Inc., an insurance holding company focused on providing innovative health coverage for self-employed individuals and small business owners, recently announced that it has been placed among the Top 50 companies in the Top 100 Call Center award for 2013 from BenchmarkPortal.
  
  5/6/2013
• Why Your Call Center Should Take a Survey
  Benchmarking is a vital management tool that is used as a reference point for call center managers to see where they stand against their own goals, along with the entire industry. This will help organizations gain the insights they need to further their growth and rise above the competition, which is where metrics comes into play.
  
  5/2/2013
• Proctor Financial Ranked Top 50 in BenchmarkPortal Call Center Certification
  Proctor Financial, Inc. (PFI), a wholly owned subsidiary of Brown & Brown, announced it earned a prestigious call center certification from BenchmarkPortal. The company's call center was placed in the Top 50 list in BenchmarkPortal's Top 100 Call Center Award for 2013.
  
  5/2/2013
• Alliance Data Customer Care Centers Earn BenchmarkPortal Center of Excellence Certification
  Center of Excellence certification from BenchmarkPortal, a provider of call center certification, training, consulting and industry reports, recognizes call centers that surpass competitors in terms of customer services and financial metrics, and Alliance Data Systems Corporations is one of them.
  
  4/25/2013
• Birch Communications Wins BenchmarkPortal Call Center Certification
  BenchmarkPortal call center certification process assesses the efficiency of a call center based on a number of criteria such as first call resolution, cost per call, call waiting time, customer satisfaction, agent satisfaction and utilization of human resources. One of the latest call centers to achieve the Certification as a Center of Excellence from BenchmarkPortal is Birch Customer Service Department.
  
  4/25/2013
• Benchmark Portal Call Center Assessment
  For those who didn't know, along with being trained and certified, it is also important that call centers go through the right assessment program in order to improve performance levels. With one of the largest databases of call center metrics in the work, Benchmark Portal's (BMP) assessment programs offer organizations the key to a successful call center.
  
  4/24/2013
• Winners of BenchmarkPortal's Top 100 Call Center Contest
  The call center industry had a chance to showcase its performance against its peers by competing in the 2013 Top 100 Call Center Contest sponsored by BenchmarkPortal, which ended on January 31st. The contest is internationally recognized as the premier call center contest -- ¬¬meaning this is the competition that will set an organization apart from the rest. It is designed to show call centers where they stand on the scale that defines the industry, and provide them with the information needed to reward their agents. It will also identify a company's strength and weaknesses, which is necessary in order for them to grow and prosper.
  
  4/18/2013
• How Your Call Center Can Earn Recognition for its Customer Service
  A call center's main goal is to make sure that each customer has a satisfactory experience, one that either solves their problem or entices them to continue a relationship with the organization. It has become more and more common for businesses that are able to create outstanding relationships with their customers to be honored for their endeavors by receiving recognition and awards. The most recent company to add to that list is Lincoln Financial Group, which has received the "Certified Center of Excellence" from BenchmarkPortal, a provider of call-center expertise.
  
  4/16/2013
• BenchmarkPortal Opens up Applications for 2014 Top 100 Call Center Contest
  BenchmarkPortal, a call center consulting firm, has begun accepting applications for its 2014 Top 100 Call Center Contest. The contest uses performance metrics to compare call centers around the world and recognized in a list of companies of similar size.
  
  4/11/2013
• Contact Center Management Course for Radio Listeners
  To help create a contact center that is equipped with the utmost customer service skills and tools, BenchmakePortal has designed yet another way to educate agents and supervisors, and this time it has nothing to do with attending another seminar. Instead, organizations can participate in the first online radio show for the contact center industry, CallTalk, a new online program for education and learning.
  
  4/9/2013
• Why You Shouldn't Move a Call Center Offshore
  Call center certification processes often rely on the benchmarking of internal operations and overall customer satisfaction. If consumers are constantly frustrated with interactions and the call center doesn't operate according to American expectations because it is located outside of the country, achieving that certification remains nothing short of a challenge.
  
  4/5/2013
• BenchmarkPortal Launches Government Initiative
  Call center certification solutions provider, BenchmarkPortal, has announced a new initiative to enable government customer contact centers to optimize their environments for effectiveness and efficiency. This change includes making use of statistically validated analysis and best practices.
  
  4/5/2013
• Coaching For Call Centers
  For organizations that are wondering how their contact center stands in against the industries' qualification levels, supervisors and managers should ask themselves one simple question: Would you call your contact center? Only those who have efficiently coached their agents to reach the highest levels of performance will feel confident in their answer.
  
  3/27/2013
• BenchmarkPortal Offers WFM Workshops in April
  In any industry, especially for call centers, the customer experience is the most vital part of having a successful business, which is why workforce optimization (WFO) solutions are essential.
  
  3/27/2013
• XACT Telesolutions Unveils E-mail Management Program for Call Center Optimization
  In some exciting call center certification news this week, XACT Telesolutions, a provider of call center services and order taking, unveiled a best-in-class e-mail management program for call center optimization. Enterprises that have little time to deal with their e-mail communications can now outsource this activity as part of XACT Telesolutions' high-tech e-mail management program. This ultimately enables these companies to best focus on other crucial activities, meanwhile, the professionals at XACT handle their important e-mail communications to keep business flowing.
  
  3/21/2013
• Everything You Need to Know about Your Customers Could be Right in the Palm of Your Hands
  Customer satisfaction and loyalty will never become a "trend." In the call center, your customers are a real, tangible and invaluable asset to your company; they are not a number or statistic, but a person, and therefore, it's crucial that you treat them as so. Customers certainly aren't blind as to how they are being handled, and making the simplest of adjustments in the call center can show the most notable - and profitable - of changes.
  
  3/20/2013
• BenchmarkPortal Reveals World's First-Ever Continuous Multi-Channel Benchmarking Initiative
  Never to be underestimated, expert in certification, training, consulting and research for the contact center industry, BenchmarkPortal, has broken ground with its all-new multi-channel benchmark survey reveal.
  
  3/14/2013
• BenchmarkPortal's Contact Center Quality Assurance Training 2013 Schedule Revealed...When Will You Be Signing Up?
  When it comes to call center certification, BenchmarkPortal is top dog. As a leader in certification, training, consulting and research for the customer contact industry, its BenchmarkPortal's job is to put its expert team of professionals to practice using a variety of methods - its quality assurance workshops just being one of them.
  
  3/11/2013
• Getting What You Paid For From your Contact Center Technology...Today, Tomorrow and BEYOND!
  It should come as no surprise to any contact center managers that a trend over the past several years has been the increasing influence of their IT organizations in the selection and purchase of contact center technology. Typically, all budget responsibility for technology resides within the IT department, whose influence on tech purchases is great, regardless of the end-user.
  
  3/11/2013
• Looking to Ramp up Your Multi-Channel Customer Experience?
  Today's customer service is no longer the norm. Today, companies are encountering what I personally like to call Customer Service 2.0. What does Customer Service 2.0 entail? Well, drastically differing demographics for one, all of which prefer different methods of company interaction. For example, 75 percent of teenagers text, older generations oftentimes prefer traditional voice and those in their 20's and early 30's prefer social media or e-mailing. It all depends on the customer and the performance of the service which the company provides.
  
  3/6/2013
• BenchmarkPortal is 'Improving the Customer Experience' This Year at its Annual Call Center Campus Week 2013
  BenchmarkPortal is calling all call centers (no pun intended) to enjoy a week full of fun, growth and learning this year during its Call Center Campus Week, as conducted by the company's College of Call Center Excellence at the Paris Hotel in Las Vegas from November 11-15, 2013.
  
  3/4/2013
• The Importance of Call Center Certification from a Former Call Center Agent
  With unemployment still an issue for many workers, it is tempting to forget the other side of the employment equation - retaining the top employee talent.
  
  3/4/2013
• Calabrio Works to Help Optimize Call Centers with New Financing Program
  To ease purchasing options as well as offer ease-of-ownership for its Calabrio ONE software suite and services, Calabrio has revealed its new program - Calabrio Financial Services - for its customer base. Calabrio is a provider of workforce optimization software for call centers to best manage their quality and workforce for optimum efficiency.
  
  2/28/2013
• U.S. Call Center Market Strengthens with Strategic Partnership for Certification
  To the consumer, the call center is a humdrum - and even worse, oftentimes frustrating - aspect of everyday life. Between credit card hotlines, customer service representatives and accessing personal information, the call center stands tall as one of Americans' most valuable and utilized organizations. Despite the call center being the communicational force between a company and its customers, unfortunately, not every call center holds itself to the same high standards as it should, and this is where call center certification comes into play.
  
  2/28/2013
• Call Center Certification and the Modern Call Center
  The idea of the modern call center can mean different things to different people. In the eyes of the call center manager, it may mean an integrated dashboard that tracks all activities to optimize performance. For the agent, it may mean he or she has access to all contact information on screen before the call is connected.
  
  2/22/2013
• Ameritas Becomes Six-Time Recipient of BenchmarkPortal's Center of Excellence Certification
  Achieving call center certification is not an easy task. In doing so, one differentiates their center as first-rate, with highly coveted operations and strategies for success. Achieving BenchmarkPortal's Center of Excellence certification rises even higher above these standards to acknowledge contact centers that boast strong management and overall leadership in the industry. It should go without saying, then, that Ameritas Group, a division of Ameritas Life Insurance Corp., should be very proud of accomplishing certification for its dental, vision and hearing contact center by BenchmarkPortal, a leading contact center research and consulting organization.
  
  2/18/2013
• OAISYS Expands Product Strategy Team with Two New Hires
  OAISYS, a contact center management solutions provider known for its voice compliance and quality monitoring applications, this week revealed some sweet news just in time for Valentine's Day in the form of two important hires as well as the reshuffling of its customer service team. The move is designed to complement the company's strategic initiatives for securing quality call center solutions and facilities in 2013.
  
  2/14/2013
• Managing Generation Y in the Contact Center
  Generation Y, which represents 58 percent of the contact center work force, has different work/life expectations and interests than previous generations. On average, by the time a Gen Y has reached the age of 26, they will have had six to seven jobs. In today's economy, 53 percent of people between the ages of 16 to 24 are unemployed - the highest level since 1948. Additionally, 77 percent believe they will make a job change within two years.
  
  2/13/2013
• Panasonic's Call Center Certified As Center of Excellence Fourth Year In A Row
  Panasonic's Customer Call Center has achieved a tough feat, as it has been certified as a Center of Excellence by BenchmarkPortal for the fourth year in a row. This certification is one of the highest honors a business can achieve, as it shows that the company is invested in its customers.
  
  2/8/2013
• Call Center Certification Provider Explores Value of Motivating Agents with WFM in Upcoming CallTalk
  Workforce management in the call center environment has proven to be an effective organizational tool that streamlines activities, promotes accurate scheduling and minimizes agent out-of-adherence. While all of these elements look great on paper, what do they do to motivate the call center staff?
  
  2/6/2013
• Turn Call Centers into Sales Centers
  While the call center certainly is the place to solve customer problems and answer questions, it's also the frontline of a company. It has more contact with customers than all other company departments put together, and it's in the best position to truly understand the relationships the organization has with customers. For this reason, the call center is in the best position to actively generate new business by cross-selling and upselling new and complementary products and services to customers.
  
  1/25/2013
• BenchmarkPortal CallTalk Show to Examine the Worth of Call Center Training Investments
  BenchmarkPortal - a global company which provides benchmarking, certification, training, consulting and industry reports to the contact center industry - is to host an upcoming CallTalk show entitled "Investments in Employee Training… Are you getting a big bang for your buck?" This show will be brought to listeners with no vendor sponsorship, ensuring that the content is completely neutral.
  
  1/24/2013
• Benchmarking Helps Contact Centers Set Better Goals for Customer Support Performance
  The pressure is for call centers today: they are expected to provide the best possible customer support to many different customers across multiple channels, offering the same quality service regardless of media, keeping the customer relationship positive and engaged and extracting a maximum of intelligence from interactions with customers so they can boost sales and generate repeat business.
  
  1/17/2013
• BenchmarkPortal Certifies OEConnection's Customer Care Operations as a Center of Excellence
  For the fifth consecutive year, OEConnection's Customer Care Center has earned the Center of Excellence recognition from BenchmarkPortal, a global player in the contact center industry providing benchmarking, certification, training, consulting and industry reports.
  
  1/15/2013
• BenchmarkPortal Releases Call Center Manager Training Schedule for 2013
  BenchmarkPortal, a call center certification company and custodian of world's largest call center metrics, in partnership with The College of Call Center Excellence, has released the Call Center Manager Training schedule for the year 2013.
  
  1/11/2013
• Top 100 Call Center Contest Submission Deadline Fast Approaching
  Call centers can benchmark their performance against their peers by competing in the 2013 Top 100 Call Center Contest sponsored by BenchmarkPortal. The contest compares call centers along 12 metrics and benchmarks their performance against BenchmarkPortal's call center database. The contest both shows where companies stand against their peers, and it provides overall performance feedback.
  
  1/10/2013
• Setting Call Center Best Practices First Requires Determining the Right Best Practices
  If your call center operations aren't what they should be, you may be in a quandary about how to improve them. Technology budgets are still tight, but it's probable that you're not making the most of the resources you already have. While everyone's daily schedule always looks great on a workforce management-generated schedule, few call centers find that they hit their goals: call spikes, absences, long average handle times and many other unexpected factors have a way of interfering with the best of intentions.
  
  1/4/2013
• BenchmarkPortal's Call Center Certification Year in Review
  To achieve optimal performance in the call center space, companies often turn to industry leaders, learning from best practices and avoiding the costly mistakes others have made. Call center certification provider, BenchmarkPortal, contributes to the process, providing networking opportunities with the Call Center Campus event and supporting information sharing with CallTalk, the company's online radio program.
  
  12/27/2012
• MAXIMUS Georgia Childcare and Parent Services Contact Center Earns Call Center Certification
  BenchmarkPortal is a call center certification company that recognizes call centers based on their efficiency and effectiveness in improving customer experience. The certification also measures companies' operational metrics, customer satisfaction and agent satisfaction.
  
  12/26/2012
• Call Center Certification Provider to Host Online Radio Show
  The standard functions within the typical call center focus on ensuring the optimal experience for all agents. But just saying you implement the most innovate technologies to ensure the optimal performance of the call center is not enough to demonstrate excellence. Instead, you need to focus on call center certification.
  
  12/19/2012
• BenchmarkPortal Certifies Canon U.S.A's Contact Center as Center of Excellence
  The Canon U.S.A contact center recently won the Center of Excellence certificate for its efficiency and effectiveness from BenchmarkPortal, a specialist in certification, training, consulting and research for the customer contact industry.
  
  12/12/2012
• Call Center Certification Provider Invites Travel and Hospitality Survey Participants
  Call center certification provider, BenchmarkPortal has announced a new survey on travel and hospitality. The company is inviting those participants working in these industries to participate in a short questionnaire regarding methodologies, strategies and reservation metrics. Anyone participating in the survey will receive a complimentary E-Book and the results of the survey as a thank you for taking part in this importance research.
  
  12/6/2012
• Call Center Certification Awarded to Sauder Woodworking
  Every successful company seeks to deliver excellence when interacting with customers, hoping to achieve a specific level of satisfaction. Internal performance metrics are likely put in place and success is measured according to perceptions of those on the inside. This method can work on a regular basis, but third party recognition of call center certification is the ultimate goal.
  
  12/5/2012
• BenchmarkPortal Puts You on the Right Track to Call Center Certification
  Las Vegas was the setting for BenchmarkPortal's call center campus week, providing a glitzy backdrop for a workshop and symposium that connects participants with industry experts who can assist in upgrading the performance of the call center. The call center certification provider offers this special event to promote the role the call center plays in the success of any company, while also providing opportunities for experts in the industry to connect.
  
  11/30/2012
• ARAG Earns BenchmarkPortal's Call Center Certification for Sixth Year in a Row
  ARAG, a provider of legal solutions, announced it has earned the prestigious Center of Excellence from the call center certification agency BenchmarkPortal for the sixth consecutive year.
  
  11/27/2012
• Bright Horizons Call Center Recognized as Center of Excellent for Second Consecutive Year
  Bright Horizons Family Solutions, a provider of employer-sponsored child care, early education and work/life solutions, recently had its Colorado-based contact center certified for the second consecutive year as a Center of Excellence by BenchmarkPortal. This contact center was first honored with this prestigious award earlier in the year.
  
  11/16/2012
• BenchmarkPortal Announces 2013 Call Center Certification Schedule
  It's never too soon to be thinking about call center management certification if your organization's goals include quality customer care. Come November, BenchmarkPortal's College of Call Center Excellence will complete its last round of training programs for 2012 in Las Vegas, Nev.
  
  10/30/2012
• GE Earns Prestigious Center of Excellence Award from Call Center Certification Company
  GE Capital's Fleet Services has been recognized as a Center of Excellence by BenchmarkPortal, a proven provider of call center certification solutions. The certification is one of the most distinguished honors in the call center support and service industry.
  
  10/25/2012
• Proctor Financial Achieves BenchmarkPortal's Center of Excellence Call Center Certification
  BenchmarkPortal, a call center certification company, has certified The Proctor Financial customer contact center as Center of Excellence, following a rigorous benchmarking process that compares the organization's operational metrics to those of its peers.
  
  10/19/2012
• Online Broadcast Provides Tips on Driving Customer Service Success with Generation Y
  There's a new generation calling the contact center. Without proper understanding of their needs, wants, likes and dislikes, today's leading organization could be tomorrow's laggard. BenchmarkPortal aims to change that, offering its CallTalk Online Radio Show. Next week's topic: how you can transition your call center to drive success while interacting with Generation Y.
  
  10/10/2012
• EyeMed Vision Care Contact Center Receives BenchmarkPortal Call Center Certification for Excellence
  BenchmarkPortal, the custodian of the largest database of contact center metrics in the world, specializes in call center certification, training, consulting and research for the customer contact industry.
  
  9/28/2012
• Sound Telecom Call Center Agent Sets New Benchmark
  Call center certification providers adopt several methods to assess the quality of agents. Call monitoring and operator performance assessment are the most effective among them.
  
  9/21/2012
• PeerApp's UltraBand 6000 Sets New Benchmark for Caching Performance
  Constantly growing traffic volumes compounded by the growing popularity of over the top content (OTT) is straining networks and Internet peering points, impacting user experience. To add to this, some content suffers from latency, and service providers and operators are finding it tough to handle network capacity and ensure a good user experience.
  
  9/20/2012
• Upcoming CallTalk to Discuss how Training Sets the Atmosphere in the Contact Center
  In today's ever-changing contact center ecosystem, there are a number of ways that organizations can implement new processes to enhance the customer experience as well as the performance of a call center. One particular resource that can be utilized for the benefit of both is an efficient training plan that can be implemented to change the atmosphere for the better.
  
  9/13/2012
• Health Net Federal Services Judged A 'Center of Excellence' by BenchmarkPortal
  Health Net Federal Services, LLC, a wholly-owned subsidiary of Health Net, Inc., today announced that its call center operations have been certified as a center of excellence by BenchmarkPortal, according to a press release.
  
  9/5/2012
• BenchmarkPortal Plans Blended Contact Center Certification Workshop at AVAYA Dialer Event
  While some contact centers focus on inbound work and others focus on outbound work, the most complex contact centers do both, operating a fully blended environment. The challenges are many. Managers in blended contact centers are often challenged to determine precisely what their goals are, how to maximize efficiency of blended resources and how to improve performance. Many companies have found that studying the tactics of highly successful blended contact centers can help.
  
  9/4/2012
• Call Center Certification Surveys Industry on Non-English Speaking Consumer Strategies
  One of the best ways to determine the effectiveness of the call center, and its potential for success, is to compare its key performance indicators against others in the industry. Call center certification provider, BenchmarkPortal does just that, providing survey opportunities for organizations throughout the year to share internal processes for comparison across the board.
  
  8/29/2012
• BenchmarkPortal Offers Performance Automation with iBenchmark
  Contact center managers need a benchmark portal that provides the information they need to make decisions that will affect the success of that contact center. The ability to compare performance metrics against those of others in the same industry is an important activity. A service known as iBenchmark from BenchmarkPortal is giving the managers just that kind of tool.
  
  8/22/2012
• BenchmarkPortal, LiveLOOK Announce Radio Show on Co-Browse Technology
  BenchmarkPortal, which specializes in certification, training, consulting and research for the customer contact industry, announced it will air a new online radio show on CallTalk to discuss co-browsing technology.
  
  8/14/2012
• Florida Power & Light Company Certified as a Center of Excellence by BenchmarkPortal
  BenchmarkPortal, the leader in Call Center Certification and host to the largest database of call center metrics in the world, has recognized Florida Power & Light Company for its excellent customer service.
  
  8/8/2012
• Call Center Certification Provider Launches iBenchmark
  For the call center seeking to dominate their industry, benchmarking is an important step as it provides clear guidance on where performance metrics need to be to achieve the desired level of success. Call center certification provider, BenchmarkPortal, provides the necessary benchmarking to allow call center managers to understand where they rank and where they may need to make improvements.
  
  8/6/2012
• BenchmarkPortal Call Center Management Certification Courses to Take Place Soon
  Keeping a call center up and running to its fullest is no small or simple task. To that end, the folks at BenchmarkPortal have put together a series of training courses designed to get users in a better position, with the end result of a certification in call center management. The courses look very complete, and will be available in a selection of dates and locations to best correspond with those of the individuals seeking the certification.
  
  8/2/2012
• BenchmarkPortal Awards United Concordia Dental with Center of Excellence Certification
  BenchmarkPortal, a top player in the contact center industry, recently awarded United Concordia Dental's customer call center with certification as a Center of Excellence. A highly prestigious award, Center of Excellence certification suggests a high standard of performance on many levels.
  
  7/31/2012
• BenchmarkPortal is a Contact Center's Best Friend
  Back in the 90's, BenchmarkPortal started collecting data on customer contact centers. Today, it's the largest metrics database for contact centers in the world, dealing in benchmarking, training, certification, and research, with consulting services to help companies fully understand the data from their benchmarks and learn where to improve.
  
  7/30/2012
• Wright Express' Call Center Recognized among 100 Best Call Centers by BenchmarkPortal Study
  Wright Express Corporation, a provider of value-based business payment processing and information management solutions, announced its call center was recognized among 100 best call centers by BenchmarkPortal.
  
  7/27/2012
• Call Center Certification: Wright Express Contact Center Earn Top 20 Recognition
  BenchmarkPortal has recognized Wright Express amongst 100 best call centers for second consecutive year.
  
  7/19/2012
• BenchmarkPortal Announces: Teachers Credit Union (TCU) Achieves its second Certification as a Center of Excellence
  The Teachers Credit Union (TCU) member call center has been certified as a Center of Excellence by BenchmarkPortal, a leading contact center research and consulting organization. "Only the top 10 percent of those benchmarked annually achieve this distinction," said BenchmarkPortal CEO Bruce Belfiore. "Achieving Center of Excellence certification is an acknowledgement of strong management and leadership in the call center industry."
  
  7/13/2012
• Call Center Certification Company to Host CallTalk Show Focused on Agent Satisfaction
  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.
  
  7/12/2012
• BenchmarkPortal to Conduct Call Center Campus Week This November
  BenchmarkPortal, a leader in certification, training, consulting and research for the customer contact industry, has announced that its College of Call Center Excellence will conduct Call Center Campus Week. The event is scheduled to be conducted from Nov. 5-9, 2012, in Las Vegas.
  
  7/6/2012
• Noble Systems Boosts Call Center Compliance
  Noble Systems Corporation recently took a survey of more than 400 North American contact center operations, in order to gauge how many businesses have yet to implement a process or engage a partner dedicated to remaining compliant with State and Federal regulations.
  
  7/2/2012
• Call Center Campus Week Aims to Educate
  Maintaining good customer service is of no small matter in today's heavily competitive market space where call centers are constantly in search of the most cost efficient ways to improve their customer-facing strategies. To drive overall call center performance, BenchmarkPortal will be hosting a training week dubbed "Call Center Campus Week" in November in Las Vegas, Nevada.
  
  6/28/2012
• Call Center Certification Looks to Co-Browsing Capabilities
  The call center agent is responsible for delivering a quality experience for each customer they come in contact with throughout the course of the day. When technology enters the mix, however, the agent and/or the customer can become frustrated when communication falters. Even when call center certification is completed to ensure an optimal experience, both parties arriving at the same destination can still be a challenge.
  
  6/27/2012
• BenchmarkPortal's Call Center Certification System Offers Peace Of Mind For Users
  Call centers make or break companies. The front line of communication between the company and large portions of their customer base, ensuring that they're doing their best to provide information for customers, and solve the problems that may emerge as a result, means that the call center needs to be operating at its best at all times. But how does an organization determine if its call center is indeed performing to its utmost? BenchmarkPortal may have the solution needed with their new certification program.
  
  6/21/2012
• Knowlagent's RightTime Rolled out to Rogers Communication's Contact Centers
  By deploying the Knowlagent's RightTime intraday management technology at its contact centers, Rogers Communication hopes to deliver more training, coaching, communications, and other performance improvement activities to agents during agent downtime.
  
  6/15/2012
• BenchmarkPortal and LiveLOOK to Host Co-Browsing Webinar
  For customers who are looking for a quick and successful contact with call center agents, technology can sometimes create frustrations. It can be aggravating on both ends when trying to give instructions or assistance over a phone call. Co-browsing can help a contact center's support team and customers by creating a "do-it-together" experience that will leave the customers impressed with the focus on serving them individually.
  
  6/8/2012
• MAXIMUS Certified for Leadership in the Call Center Industry
  The MassHealth and Georgia Families customer contact centers of MAXIMUS have been certified for leadership in the call center industry.
  
  5/30/2012
• BenchmarkPortal and Symmetrics to Host Live Webinar
  Symmetrics Group will host a live webinar about the latest innovation in call center benchmarking technology, iBenchmark. iBenchmark is an automated benchmarking product that puts patented technology and advanced process to work for people who manage contact centers. It provides benchmarking reports every month without the aggravation of manually finding and inputting a long list of metrics.
  
  5/18/2012
• Benchmark Portal and Symmetrics to Host Live Webinar
  BenchmarkPortal and Symmetrics Group will host a live webinar about the latest innovation in call center benchmarking technology, iBenchmark. iBenchmark is an automated benchmarking product that puts patented technology and advanced process to work for people who manage contact centers. It provides benchmarking reports every month without the aggravation of manually finding and inputting a long list of metrics.
  
  5/18/2012
• Call Center Certification Provider Announces Top 100 Call Centers Contest Winners
  What do you do when you're a leading provider of call center certification solutions and want to assess and recognize leading North America-based call centers for their position in the industry? You launch a "Top 100 Call Centers Contest" as part of an industry survey effort.
  
  5/3/2012
• BenchmarkPortal Releases New Automated Platform, iBenchmark
  BenchmarkPortal has launched a new automated solution called, iBenchmark, to help solve a major input issue that has prevented benchmarking from being an ongoing management tool.
  
  5/2/2012
• Bright Horizons Call Center Earns Center of Excellence Certification
  Bright Horizons Family Solutions, provider of employer-sponsored child care, early education, and work/life solutions, today revealed that its call center has been certified as a Center of Excellence by BenchmarkPortal, one of the most prestigious awards in the customer service and support industry.
  
  4/30/2012
• Ameritas Group Earns BenchmarkPortal's Center of Excellence Certification
  How do you prove you're a top call center? You become one of BenchmarkPortal's Center of Excellence call centers. Do to so, a company must undergo a rigorous benchmarking process, which compares the organization's operational metrics to those of its peers, using the world's largest database of contact center metrics. During this process, experts from BenchmarkPortal, a contact center research and consulting organization, audit and verify key data from the contact center applying for certification.
  
  4/16/2012
• BenchmarkPortal Issues Call Center Certification Awards
  Measuring the effectiveness of a call center is not the easiest of tasks, yet BenchmarkPortal has been able to develop a system of metrics that accurately assesses call centers for different aspects of call handling and customer interaction. With key performance indicators from which to judge including first call resolution, cost per call, call waiting time, customer satisfaction and agent satisfaction, BenchmarkPortal settled on the winners of its 2012 Top 100 Call Center Contest, and recently released the results.
  
  4/10/2012
• Firstmark Credit Union Call Center Earns Top 100 Award from BenchmarkPortal
  BenchmarkPortal, a leader in call center benchmarking, certification, training and consulting, has recognized Firstmark Credit Union's Call Center Operation among the top performers in its category in North America, and awarded it a Top 100 Award. The competition assesses companies on operational metrics, customer satisfaction and agent satisfaction.
  
  4/2/2012
• Does Newer Technology Really Make Your Call Center Perform Better?
  Does the latest technology really make your call center better? (Here's where you think to yourself, 'I sure hope so given how much money we've spent on some of our solutions.') But have you ever wondered how much - really - the latest and most high-tech systems have improved customer satisfaction and your bottom line? So has Benchmark Portal, apparently. The contact center benchmarking, certification, training, industry reports and consulting group recently published a new report entitled "The Impact of Technology on Contact Center Performance."
  
  3/29/2012
• BenchmarkPortal Awards Alliance Data 'Center of Excellence' Certification for Seventh Time
  Marketing and loyalty solutions developer Alliance Data Systems Corporation announced that its Alliance Data Retail Services had been recognized with a "Center of Excellence" certification from BenchmarkPortal and Purdue Research Park's Center for Customer-Driven Quality. The company noted that the award applauded the level of service at the company's customer care centers. Alliance Data has been certified as a Center of Excellence by BenchmarkPortal seven times, the company noted.
  
  3/23/2012
• Wednesday on CallTalk: Does Technology Boost Call Center Performance?
  Call center operators face a myriad of choices when it comes to software and equipment solutions to add capabilities and monitor service. Still, some wonder if simply adding more technology is the right answer. Have researchers ever even established a real link between technology and improved performance? The answer is yes.
  
  3/12/2012
• Ameritas Contact Center Earns Fifth Consecutive Center of Excellence Honors from BenchmarkPortal
  The customer connections contact center at Ameritas Group, a division of Ameritas Life Insurance Corp., earned its fifth consecutive Center of Excellence certification from BenchmarkPortal. The certification program is based on the largest call center benchmarking database program in the world. BenchmarkPortal's certification process scientifically measures operational metrics, customer satisfaction and agent satisfaction.
  
  3/5/2012
• Benchmark Adds Call Center Outsourcers to Center of Excellence Certification
  Call center performance benchmarking company BenchmarkPortal announced that it will start certifying call center outsourcers for its Center of Excellence program.
  
  3/1/2012
• Ameritas Contact Center Receives Fifth BenchmarkPortal Excellence Certification
  Ameritas Group's customer contact center has been awarded a fifth consecutive Center of Excellence certification from BenchmarkPortal. The certification program uses the largest call center benchmarking database in the world to measure call center operational metrics, including customer satisfaction and agent satisfaction. Ameritas Group is a division of Ameritas Life Insurance Corporation, and focuses on dental, vision, hearing and eye care products and runs a nationwide U.S. dental service network.
  
  3/1/2012
• Concordia Publishing House Recognized for Customer Care
  With more than 8,000 products published out of The Lutheran Church, Concordia Publishing House (CPH) handles a lot of transactions and calls from families, churches, Christian schools, and individuals.
  
  2/9/2012
• Wolter Kluwer Health Call Centers Awarded BenchmarkPortal Certificate of Excellence
  Wolters Kluwer Health announced today that its Ovid and LWW journals Technical Services teams have been certified by BenchmarkPortal, which judges call centers on how well they get, keep and grow customers.
  
  2/9/2012
• Legal Insurance Company ARAG receives Benchmark Portal's "Center of Excellence" Honor
  Legal insurance company ARAG has announced that its call center has been recertified as a Center of Excellence by BenchmarkPortal and The Center for Customer-Driven Quality founded at Purdue University. This is the fifth time ARAG has earned the certification, the company said.
  
  2/9/2012
• Church Mutual Insurance Recertified To Benchmark Portal's Highest Honor
  Would it follow that a church organization might provide superior customer care? Perhaps, and one church organization - Church Mutual Insurance Company - has announced that its National Customer Service Center (NCSC) has been recertified as a Center of Excellence by BenchmarkPortal and The Center for Customer-Driven Quality founded at Purdue University. This is the third time Church Mutual has earned the certification, and it is one of only 53 service centers in the nation to hold the certification, the company said in a press release.
  
  2/9/2012
• Call Center Certification Courses Focus on WFM and Quality Assurance
  Individuals charged will ensuring the performance of the call center must be adequately trained and certified for specific tasks. BenchmarkPortal has created a successful business by offering key call center certification courses and enabling leading organizations to maintain a competitive edge with a clear focus on continued improvements.
  
  1/27/2012