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By Chris DiMarco, BenchmarkPortal (News - Alert) has been offering call center certification, training and benchmarking services for more than a decade. Founded in 1995 under Dr. Jon Anton of Purdue University (News - Alert), BenchmarkPortal has grown rapidly alongside the contact center industry, and now hosts the world's largest call center metrics database. The company’s deep understanding of customer service and contact centers has made them a leader in consultation, and allowed them to help hundreds of call centers in becoming more effective and efficient.
This week BenchmarkPortal unveiled its new website design, which has been built from the ground up to give customers a better overview of the company’s award winning services. The new site will offer easier navigation with links to help visitors find information faster. Plus the site has been enhanced to give additional access to BenchmarkPortal representatives.
But while the aesthetic and navigational upgrades are sure to help customers, the addition of iBenchmark is really what makes the upgrade notable. BenchmarkPortal has been working rigorously to bring the public this new tool and has announced that it’s ready with this website upgrade.
iBenchmark is an automated benchmarking tool that’s been designed to revolutionize the way that call centers reflect on their effectiveness. The major issue that has prevented benchmarking from being an ongoing management tool is the major effort it takes to assemble and input the metrics, most of which come from the ACD, IVR or WFM systems. As a result, most centers benchmark only once per year and do not have continuous tracking of improvement initiatives, which reduces the benefit they could be getting.
After studying this issue, the experts at BenchmarkPortal, under the leadership of Bruce Belfiore, invented iBenchmark. This automated benchmarking product puts technology and advanced processes to work for people who manage contact centers without the hassle of finding and inputting the metrics manually.
The enhancements that BenchmarkPortal added to its website as well as the automated benchmarking utilities of iBenchmark are sure to help call centers around the world better understand their business.
Edited by Rich Steeves
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. With over 15 years of call center certification, call center training, and call center consulting BenchmarkPortal has become the leading authority in the industry. Many companies now want a "third party" opinion regarding how well their call center is functioning in its strategic role of getting, keeping, and growing customers. This business need to rate the performance of a company's mission critical call center has lead to BenchmarkPortal's call center certification and path to a Certified Center of Excellence. For more information on call center certification, call center training, and call center consulting please contact us.
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