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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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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
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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
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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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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
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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
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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
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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
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"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
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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
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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
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