BenchmarkPortal is your source for Contact Center Benchmarking, Certification, Training and Consulting. Since its beginnings in 1995 at Purdue University, BenchmarkPortal has grown with the contact center industry and now hosts the world's largest call center metrics database. Led by Bruce Belfiore, the BenchmarkPortal team of professionals has gained international recognition for its expertise and innovative approaches to Best Practices for the call center industry.
Our mission is to help customer contact managers in all sectors to optimize their centers in terms of efficiency and effectiveness. Join our community today.


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Center Certification
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Call Center White Papers, Research and Webinars

How to Avoid Jargon On Calls | Online Call Center Soft Skills Part 38
5:35
How to Avoid Jargon On Calls | Online Call Center Soft Skills Part 38
How to Handle Awkward Calls | Online Call Center Soft Skills Part 37
5:36
How to Handle Awkward Calls | Online Call Center Soft Skills Part 37
How to Get Noticed and Promoted Without Special Skills | Online Call Center Soft Skills Part 36
5:35
How to Get Noticed and Promoted Without Special Skills | Online Call Center Soft Skills Part 36
Webinar Training and Retraining Best Practices
53:08
Webinar Training and Retraining Best Practices
From Insight to Impact: Unlocking Value Force Multipliers in CX
33:25
From Insight to Impact: Unlocking Value Force Multipliers in CX
Importance of Micro-Learning | Contact Center Training
3:56
Importance of Micro-Learning | Contact Center Training
Reflective Listening | Online Call Center Soft Skills Part 35
5:38
Reflective Listening | Online Call Center Soft Skills Part 35
CallTalk Carmel 23: Women in Contact Center Leadership
8:38
CallTalk Carmel 23: Women in Contact Center Leadership
Women in Contact Center Leadership – The Power of Community
30:23
Women in Contact Center Leadership – The Power of Community
Call Center Managers' Guide to Artificial Intelligence (A.I.)
7:33
Call Center Managers' Guide to Artificial Intelligence (A.I.)
CallTalk Caramel 22: Practice on AI, not Humans: How AI-Powered Simulations Empowers Your Agents.
8:17
CallTalk Caramel 22: Practice on AI, not Humans: How AI-Powered Simulations Empowers Your Agents.
Practice on AI, not Humans: How AI-Powered Simulation Training Empowers Your Human Agents to Succeed
32:30
Practice on AI, not Humans: How AI-Powered Simulation Training Empowers Your Human Agents to Succeed
Managing the Transition to Supervisor
6:14
Managing the Transition to Supervisor
CallTalk Caramel 21: How to Turn Rookie Contact Center Hires into All Stars
8:53
CallTalk Caramel 21: How to Turn Rookie Contact Center Hires into All Stars
How to Turn Rookie Contact Center Hires into All-Stars
31:26
How to Turn Rookie Contact Center Hires into All-Stars
Getting Really Good at WFH and Hybrid Work | Guest: Michele Rowan
34:00
Getting Really Good at WFH and Hybrid Work | Guest: Michele Rowan
Replacing Surveys with Sentiment Arc: What I learned from analyzing 29,000 calls
30:21
Replacing Surveys with Sentiment Arc: What I learned from analyzing 29,000 calls
CALLTALK #166: Getting the Most out of AI & Automation for Quality Assurance in Contact Centers
26:17
CALLTALK #166: Getting the Most out of AI & Automation for Quality Assurance in Contact Centers
CallTalk Caramel 20: Getting the Most out of AI & Automation for Quality Assurance in Call Centers
8:20
CallTalk Caramel 20: Getting the Most out of AI & Automation for Quality Assurance in Call Centers
Getting the Most out of AI & Automation for Quality Assurance in Contact Centers
26:01
Getting the Most out of AI & Automation for Quality Assurance in Contact Centers
How to Be a Mentor | Online Call Center Soft Skills Part 34
5:20
How to Be a Mentor | Online Call Center Soft Skills Part 34
How to Welcome New Agents | Online Call Center Soft Skills Part 33
5:23
How to Welcome New Agents | Online Call Center Soft Skills Part 33
How to Deal with Conflict | Online Call Center Soft Skills Part 32
5:59
How to Deal with Conflict | Online Call Center Soft Skills Part 32
10 Tips to Succeed | Online Call Center Agent Training Soft Skills Part 31
6:14
10 Tips to Succeed | Online Call Center Agent Training Soft Skills Part 31
CallTalk Caramel 19: Generative AI Best Practices for your Contact Center Transformation
11:05
CallTalk Caramel 19: Generative AI Best Practices for your Contact Center Transformation
CALLTALK #165: Generative AI Best Practices for your Contact Center Transformation
30:12
CALLTALK #165: Generative AI Best Practices for your Contact Center Transformation
Generative AI Best Practices for your Contact Center Transformation
30:21
Generative AI Best Practices for your Contact Center Transformation
Quiet Quitting a Call Center Managers Survival Guide
9:34
Quiet Quitting a Call Center Managers Survival Guide
Average Speed vs Queue Time | Managing Metrics
7:05
Average Speed vs Queue Time | Managing Metrics
Queue Time | Managing Metrics
5:32
Queue Time | Managing Metrics