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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

Do you want to improve your performance and the performance of your staff? Of course, the answer is yes. We all do. But first we need distinctions between managing and parenting--as well as managing and leading--so managers (and... more

Ed Poorbaugh, from Sysco, shares how they have improved their average quality score from 88.7% to 94%, and reduced turnover by 15%. They are delivering service with a S.M.I.L.E. Ed Poorbaugh has held a number of positions in... more

Steve Ellis, from Eye Med, will share five key steps to designing an effective Voice of the Customer program that focuses on the customer experience and drives continuous improvement throughout the organization. Steve Ellis is Sr.... more

Special Guest, Russell Rossi, from Ney York Life, will be joining us to share his insight on transitioning a service center, into a sales center, that will provide more value to the organization as a whole. Discussion points: 1. Developing... more

"Call" centers are now "Contact" centers, with multiple channels a client can connect with you and your business. Special guest, David Raia, will be joining us as we examine this new world and discuss the following: Identifying... more

Transitioning your call center from a typical ?customer service? environment to a ?sales? environment can be a challenging, however, in today's competitive environment, it is critical to have everyone in your organization focused on... more

Kimberly Parish Barrett, Director, Florida Abuse Hotline, Department of Children and Families, joins us for a disscussion on how Government Call Centers are using industry leading technology to empower the front line, manage in real... more

With Special Guest, Steve Riddell, from Blinds.com Stop being a ?Lemming? and learn how to achieve extraordinary results in record time. Contact Centers pretty much operate the same way and most call center managers are guilty of taking... more

Call Centers continue to be the prime point of contact for customers. However, over the past several years IVR's, Websites, Social Media, etc have changed the way customers interact with your business. BenchmarkPortal is introducing a... more

With Special Guest: Ed Poorbaugh, Manager Support Center Operations and Supplier Support Sysco Business Services Scheduling in a Call Center is very complex. Ed will share best practices on how to staff for OT and those... more

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