Speaker

Bruce Belfiore, BenchmarkPortal

CEO and Senior Research Executive

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Speaking Session: Everything is Virtual: What Have We Learned?

Bruce Belfiore is CEO and Senior Research Executive of BenchmarkPortal, custodian of the world’s largest database of contact center metrics, which provides benchmarking, certification, training and consulting services to the contact center sector. Bruce hosts the monthly online radio show CallTalk™, which discusses hot-button issues with industry experts and interacts with a large audience of call center managers. He also hosts Webinars in conjunction with industry association PACE. He is a frequent speaker at industry events in the United States and abroad.

Bruce is the Chancellor of The College of Call Center Excellence, which provides certificated courses to contact center professionals. He has also taught the course "Call Center Management" at Purdue University.

He authored the book Benchmarking At Its Best for Contact Centers, a manual for best practices benchmarking, and has written numerous research papers and best practices studies focused on contact center topics. His writings include the Contact Center Mastery eBook Series, CallTalk Caramels and Contact Center Economics 101.

He is a consultant to call centers in a wide variety of industries and is noted for helping to calculate the financial impact of proposed changes.

Bruce holds both U.S. and Italian nationality and has divided his career between North America and Europe. Before entering the contact center field he held positions in international finance and consulting, including with the Bain & Company group and Credit Suisse First Boston.

Bruce holds A.B., MBA and JD degrees from Harvard University.

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