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BenchmarkPortal

CallTalk™ Radio

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CallTalk is the first on-line radio show specifically about Call Centers. BenchmarkPortal brings this show to listeners with no vendor sponsorship so the content is completely neutral. If you have a topic you would like us to cover, send it to Calltalk@benchmarkportal.com

On-Demand Episodes

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Many of us describe our strong culture and its impact on our organization as a ?secret sauce?. In this show, we will be talking with Senior Director of Patient Service Center Operation at Sutter Physician Services, Steve Chambers, about... more
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A discussion of Quality Assurance processes and tools from a recent survey by BenchmarkPortalBest practices of high performing centers. Dayne Petersen has been managing and consulting with call/contact centers for a number of years.... more
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Cost of caller identification: Even though it's been around for decades, caller ID continues to pose problems for your contact center. Today, we'll be talking about why those problems are actually getting worse, and discuss some ways your... more
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After another amazing Call Center Campus event in Las Vegas this November 2014, Bruce Belfiore and Amy Novak, will be going over some of the highlights from the event. Listen in for best practices shared in our Round Tables... more
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Breathing new life into quality. Changing the perception of quality ownership by engaging agents so they could see their ownership in the process. The mission is building customer loyalty by providing a quality service experience the first time,... more
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Call Monitoring and Recording sounds like a great idea for qualaity control of calls at your call center, but are you putting your agents or management at risk? BenchmarkPortal's Bruce Belfiore sits down with Attorney, Adam Losey, to... more
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Why are so many people talking about Employee Engagement? We'll find out a few tips on the effectiveness of employee recognition and how it can potentially provide financial success to your company. Zane Safrit, CEO, Business... more
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Judy McKee joins us on CallTalk to help us understand the Positive Coach Approach. Designed to help call center personnel gain confidence and experience in the use of learned skills and attitudes, the Posaitive Coach Approach can... more
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Is the Customer Effort Score the new Net Promoter Score? Just because research is published on the internet or in a business journal does not mean the research findings are true. Guest Frederick Van Bennekom, Principal, Great Brook... more
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What is it, why all of the hype, and how can we use it to our daily challenges like retention of new-hires, adherence, quality, FCR, customer upselling and retention? Special Guest Bob Cowen of Snowfly - a full service incentives and recognition... more
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