Contact Center Solutions Featured Article

BenchmarkPortal Announces Call Center Management Certification Training and Tour at E-ZPass

April 11, 2014

BenchmarkPortal has distinguished itself in the critical area of training contact center managers. After all, it is not just agent training that enables contact centers to provide superior customer interactions, in many ways it all starts with having quality managers.  To help companies have skilled contact center managers, and hence be able to create competitive advantage in the marketplace, BenchmarkPortal offers a variety of personal certification courses that will build on best practice skills needed to manage an effective and efficient center.


For those in the New York City metro area, you might wish to note that BenchmarkPortal will be hosting a certification training workshop for call center managers at E-ZPass New Jersey, May 13-15, 2014. Attendees will receive an exclusive tour of the E-ZPass call center.

The certification workshop is composed of modules that offer lectures, discussions and learning activities in the form of case studies that examine practical problem solving and current best practices. Originally developed by Dr. Jon Anton of Purdue University, the curriculum has been expanded and updated by Bruce Belfiore, Chancellor of the College, Jose Perez, Dean of the College, and BenchmarkPortal’s staff of industry experts.

The course focuses on specific areas of call center management that include:

  • Organizational leadership
  • Human resources
  • Quality monitoring
  • Customer satisfaction
  • The basics of WFM forecasting and scheduling
  • Call center technologies
  • Technology-enabled processes
  • Knowledge management
  • Caller self-service
  • Analytics and reporting
  • Benchmarking

All call center training courses by BenchmarkPortal include access to a complimentary Benchmarking Report and web-ex style presentation of the individual’s benchmarking results with their College instructor’6, following the course.

A customer’s testimonial sums up the value received from the training. "The training was more than I expected,” said Inger Hainsley-Bennett, Customer Service Manager, Companies Office of Jamaica. “It was applicable to any call center, whether you have four people or 400. It brought home real life examples and experiences which definitely are designed to help support supervisory and management decisions. The training provided more than a cursory glance at topics like customer satisfaction, quality assurance, human resource management to name a few. The value of detail I got from the data analysis and reporting module opened my eyes to how to effectively utilize data generated from the center. Overall this experience provides you with an arsenal of information to guide you to be a better manager and challenges your creative process as you go through the normal paces of work. This was an eye opener, a true ‘WOW’ learning experience. I am glad I was a part of this experience.”

Great customer experiences are a function of the quality of the people customers interact with, and assuring agents are being led by skilled managers is table stakes in a world where differentiated value increasingly is a function of leveraging contact center interactions.  Getting your managers up to speed and certified is obviously a good way to assure your managers are skilled in best practices.  




Edited by Alisen Downey



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