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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

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

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

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

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

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

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

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

Unless we're in a churn and burn business, customer retention is critical to achieve long term profitability. But how do we know what drives customer retention? We may have lots of anecdotal data, but can we be scientific to... more

We will be discussing the reasons why Support Organizations choose to go virtual, advantages to leverage, roadblocks to avoid, and some lessons learned from out in the field. Jesse Hoobler is the Director of Worldwide... more

Bruce talks with Greg Van Zandt about the up and coming generation of contact center employees - The Millennials aka Generation Y. Understanding Millennials: Who Are They? How are they different from those before them? What drives... more

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