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. He also hosts monthly Webinars in conjunction with industry association PACE. He is a frequent speaker at industry events around the world. 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. 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.