First Contact Podcast | Season 2 | Episode 7 Benchmarking and Training in Today's Contact Centers, with Bruce Belfiore Benchmarking and Training in Today’s Contact Centers: Bruce Belfiorehttps://nobelbiz.com/wp-content/uploads/2020/04/christian-montes.png HOST Christian Montes Executive Director of Sales at NobelBiz 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 This month on First Contact: Stories of the Call Center - Christian is joined by a topmost expert in the field of call center benchmarking, training, and certification - Bruce Belfiore. Bruce prides himself in being a man of many experiences, having dual nationality - US and Italian, having been both COO and CFO of different companies, and having hosted the CallTalk Podcast for over 12 years - there's no shortage of business and life lessons in his background. He talks about all the main pillars of his business, Benchmark Portal, and how they were shaken up in the past year. Join us now and you might even get a special offer from Bruce. https://nobelbiz.com/wp-content/uploads/2021/08/Website-roundPic_Bruce.png GUEST Bruce Belfiore CEO and Senior Research Executive of Benchmark Portal Explore more from this episode... Video How Bruce Started Out and What He's Doing Now Over nearly two decades, Bruce has found himself applying his financial and consulting background and delivering innovative methodologies and tools for improving customer service. Listen to his story on how he got into this space and the importance of training for call centers! Video What It Means to Be a Certified Call Center There’s always room for improvement. In terms of performance metrics, you always want to be more efficient than the average number in your industry. What is the expert formula of getting a result-driven certification for your call center and how can you achieve that, listen to find out! Video + Article Call Center Empathy Training - How to Do It Right Let’s dive deeper into empathy training for agents and why it is so important in terms of managing the call and managing the customer contact. Bruce thinks it’s oftentimes overlooked and combined with proper coaching, it will significantly improve the communication outcome. Video How Bruce Is Helping Non-profit Call Centers From mental health helplines to Rotary’s eradicating polio actions, Bruce is helping non-profits find their voice and doing their part in the charity landscape. Their mission is extremely important and the world needs more of this, find out the mindset behind it. He might even have an offer for you! Video + Article How to Train Remote Call Center Agents in a Correct and Efficient Manner In-office versus remote agent training is very different. Productivity and collaboration tools, proper monitoring, and the right skills are all part of efficient remote training. But Bruce is talking about the strategy they use in creating the most effective training method. Video Call Center Omnichannel Metrics that Matter Today In embracing omnichannel capabilities, companies need the right expertise in implementing the ideas. Sometimes, having the right mindset is not enough, in order to improve you need the right people to help you make the transition, be informed and take ownership of what you don't know. MORE PODCAST EPISODES FROM THE CONTACT CENTER INDUSTRY... Let's Get to Work and Make Your Contact Center Better!