Bruce Belfiore

Bruce Belfiore is CEO and Senior Research Executive of BenchmarkPortal, which provides benchmarking, training and certification services to the contact center industry. Bruce hosts the monthly online radio show “CallTalk”, which discusses hot-button issues with contact center industry experts. He is a frequent speaker at industry events in the United States and abroad.

Bruce is also the Chancellor of the College of Call Center Excellence, which provides certificated courses to call center professionals. He has also taught the course “Call Center Management” at Purdue University. He is the author of 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.

He is a consultant to call centers in a wide variety of industries seeking to improve their results 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. While in Europe, Bruce served as adjunct professor in business for Xavier University’s MBA program in Milan, Italy. Before entering the contact center field he held positions in international finance and consulting, including the Bain & Company group and Credit Suisse First Boston.

Bruce holds A.B., MBA and JD degrees from Harvard University. He also attended the Entrepreneurs Toolkit program at Harvard Business School in 2000.