Presented By: Bruce Belfiore, Senior Research Executive, Center for Customer-Driven Quality and CEO of BenchmarkPortal and Christopher Rouse, Director of Marketing and Product Management, Symmetrics Business Intelligence 
On Demand Date: October  2011 

If you’re managing a modern contact center, you may spend half your time getting accurate data about how it’s performing , and the other half trying to prove its effectiveness to the higher-ups -- with no time left for actually improving performance.

Luckily, this road has been travelled before. Other contact center professionals have cracked the code for better contact center performance by gathering accurate data for key performance indicators (KPIs), benchmarking them against industry standards, and taking action for big gains in productivity and cost reduction.

In this informative and engaging webinar, you’ll learn:

• How to use performance-gap benchmarking to quickly ramp up agent and team performance
• What sort of ROI you can expect from a simple structured improvement program that’s relevant to your industry
• How to spend less time chasing data and more time tuning up your contact center’s performance
• How to increase caller and agent satisfaction (and YOUR satisfaction) through automated benchmarking 

The Presenters: 

Christopher Rouse, Director of Marketing and Product Management, Symmetrics Business Intelligence 

Bruce Belfiore, Senior Research Executive, Center for Customer-Driven Quality and CEO of BenchmarkPortal