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Monthly Benchmark Portal Webinar Series

Join PACE and BenchmarkPortal for our free monthly educational webinar series. 
Each month, we'll bring you the latest in trends, technology and best practices for the contact center industry. 

PACE Members Only:  Access links to past webinars here

Past Webinars

How To Run a Successful Quality Assurance Team: From Start to Finish.
Tuesday, February 19th
1 – 2 PM ET/12 – 1 PM CT

Some things have not changed since the airlines started QA in the call center of old...and some things have changed dramatically. This Webinar will provide insights, draw connections and explore solutions regarding this all-important function in thought-provoking ways. Come prepared to be challenged and to contribute to the QA conversation.

PACE Members Watch it here

December 12, 2018
Incentive Comp: Wonderful When Done Well – Disaster When Not.

Incentive compensation is one of the trickiest areas of contact center management. Bruce Belfiore will draw on research and case study experience to outline the possibilities and the potential pitfalls of incentive comp. When does "comprehensive" become "complicated"? How can motivation melt away when agents feel they are being misled? We will review these elements and more on this final PACE-BenchmarkPortal for 2018.

PACE Members Watch it here

November 28, 2018
Supervisors Rule! Mentoring and Nurturing These Key People

Supervisors are the backbone of the contact center world. They are the first level of management and key to the acculturation, motivation and productivity of agents. They need mentoring and support from their superiors - support which is too often lacking. Listen as Bruce Belfiore lays out his thoughts on best practices in nurturing these unsung heroes.

PACE Members Watch it here

October 24, 1 PM ET/12 PM CT

Taming Turnover: Techniques that Work
Agent turnover is a problem for many centers - and an expensive one at that. Bruce Belfiore will address ways to bring down your turnover and increase satisfaction, productivity and loyalty in your work force. It will draw from BenchmarkPortal's landmark research into agent satisfaction, based on over 5,000 surveys taken in North America. Join us for key insights and tips.

PACE Members Watch it here

September 19, 1 PM ET/12 PM CT

Quality Assurance: Old Issues and New Approaches
Some things have not changed since the airlines started QA in the call center of old...and some things have changed dramatically. This Webinar will provide insights, draw connections and explore solutions regarding this all-important function in thought-provoking ways. Come prepared to be challanged and to contribute to the QA conversation.

PACE Members Watch it here

August 22, 1 PM ET/12 PM CT

Workforce Management: The Essentials and More
Excellent Workforce Management is a key component of successful contact centers - - but there are so many moving parts! Bruce Belfiore will bring fresh insights from his new on-demand WFM course to this Webinar. Hear how to master this important function in ways that can lower costs, raise morale and improve customer satisfaction.

PACE Members watch it here

?July 25, 1 PM ET/12 PM CT

Metrics that Matter: Selecting and Leveraging Them Wisely for Your Center
The benchmarking experts at BenchmarkPortal have made a science of understanding and analyzing contact center metrics. Join CEO Bruce Belfiore as he explores the essential concepts and relates how you can use them. The Webinar will include insights into relationships among key performance indicators that can help you improve performance in measurables ways.

PACE Members watch it here.

?June 12, 1 PM ET/12 PM CT

Gamification: How Fun Can Also Be Profitable
Work isn't suppposed to be fun...or is it? The practice of weaving games into the workplace is gaining traction. Hear Bruce Belfiore of BenchmarkPortal talk about best practices and pitfalls in the use of gamification. Gamification in the workplace is still a relatively new concept. BenchmarkPortal's Bruce Belfiore will describe the concepts and best practices that are animating today's gamification scene in the contact center sector. Not every approach fits all centers and cultures. Hear tips on how to evaluate if gamification can help your center, and how you can maximize results if you use gamification.

PACE Members watch it here.

May 23rd,  1 PM ET/12 PM CT 
Customer Experience Journey Mapping: Be a Pleasure to Do Business With!
This Webinar is based on the presentation Bruce Belfiore made at PACE’s ACX Convention in Atlanta last month. For those who were unable to attend, he brings forward the essentials of best practice CS journey mapping, from your corporate strategy through to practical aspects of process implementation. He will note the ways to assemble a CX “dream team” for your organization, which includes incorporating the voice of the customer. This Webinar aims to give you insights you can apply to a well-structured CX Journey Mapping exercise in your organization – so that your customers will love doing business with you, again and again.

PACE Members watch it here.

April 25th,  1 PM ET/12 PM CT 
Developing Leadership Skills: Your Own and Those You Mentor
In a recent survey of PACE members, Leadership Development had the second highest score for topics of interest. It has become clear in recent years that everyone talks about leadership, but most organizations still need to do it better. This Webinar will go beyond the platitudes and focus on data-derived issues that will provide you insights on what - - and how - - you can do better. 

Drawing from BenchmarkPortal’s extensive research on employee satisfaction, Bruce Belfiore will lay out three principles for improved leadership development and will provide listeners with concrete examples of how those principles can be attained. 
Join us for a thought-provoking session on this high-ranking topic of interest.

PACE Members watch it here.
March 28th, 1 PM ET/12 PM CT 
Optimized Contact Center Learning: Tips on Making Training Your Competitive Strength
This Webinar will show you how to evaluate and improve your training through a 3-part process:
  • Stepping back to give your training strategic context
  • Drilling down to assess the nuts and bolts of best practices training programs
  • Hearing about how top centers put the pieces together to make it all work 
Come join us for a lively session on this key HR issue.  Time, attention and investment in employee learning often has the highest and fastest return.  Bruce Belfiore will draw on his experiences to illustrate a roadmap from where you are, to where you want to be - - and the benefits you can expect by achieving your training objectives.

February 28th, 1 PM ET/2 PM CT 

Benchmarking At Its Best for Contact Centers – Attaining Excellence Through Metrics 
Almost everyone benchmarks, but not everyone leverages benchmarking to achieve best practices excellence. Bruce Belfiore, CEO of BenchmarkPortal, will focus on five ways to use benchmarking to lower costs, improve customer experience, and bring recognition to your center by out-performing your competition.  This PACE Webinar will include useful stories of challenge and success that will help attendees set and attain measurable goals for their centers. 

January 24, 2018  1:00 pm ET
Let the Voice of the Customer Sing to You: Tips on How to Listen, Learn, Act, Improve
Many centers gather information on customer satisfaction, but few have truly optimized their fielding and feedback processes, or their ability to analyze and act on inputs to improve their performance.  Join us to for an engaging and information-packed half hour of best practices tips, followed by Q&A.  Learn to discover and interpret the discordant notes in the voice of your customers that can provide just the material and motivation you need to improve financial results and achieve excellence. This PACE Webinar will be hosted by Bruce Belfiore, CEO of BenchmarkPortal, and aims to help enhance your success in 2018!

PACE Members watch it here.

December 13, 2017
What? Generation Z? We Are Still Trying to Understand Millennials! 

Contact center managers have to be sensitive to generational differences for valid, practical reasons. You want to properly understand what employees are saying and thinking AND you want to communicate and motivate in ways that will be properly understood by others. Multi-generational centers are the norm, and they are always a challenge. Now Generation Z is coming along - when many are still grappling with managing the Millennials. This Webinar will help you to work your way through the weeds of these issues, and develop a managerial approach that will bring you success.

PACE Members watch it here.