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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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Applications like Twitter, Facebook, MySpace, and online customer communities have put the power into the hands of the consumer and customer, leaving companies at a loss for how to retain brand equity, how to interaction in these... more
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Does More Technology Really Make Your Center Perform Better? Learn The Just released results of groundbreaking research. Up to 30% Reduction in Cost per Call - through Technology alone! A new Research Report on Technology in the... more
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Is your employee taking advantage of your medical leave policy or the Family Medical Leave Act? No one likes to be sick, and managers hate it even more when an employee uses that card for the wrong reason. However, there are... more
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Join host Bruce Belfiore and senior contact center experts as they discuss caller satisfaction, agent satisfaction and best practices. We gathered many top managers and executives in the contact center industry during our October... more
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We call up to one of the busiest Contact Centers in the world at time of year - Santa's Workshop. From WFM to FCR, we ask them to share their Best Practices with us. This entertaining but informative show is a compilation of call... more
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Voice User Interface Specialist, Sondra Ahlen, joins us to talk about the continuously emerging caller base of Latino speaking clients.
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Two words reveal the secret of successful employee incentive programs: feedback and reinforcement. These are two of the four core tenets driving behaviors that affect KPI's. Join Special Guest Bob Cowen from Snowfly on... more
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IVR's are designed to route a caller to the correct agent - but not at the cost of frustrating the caller with long menus or repetitive questions. Susan Hura, from Speach Usability, shares her insight on how to bring the IVR and agent... more
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Would you like to add diversity, flexibility and experience to your workforce through at-home agents? After managing a call center for one of the largest insurance companies in the world, Dee Buell shares her thoughts on how... more
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Customer feedback is a powerful tool to improve service levels, eliminate inefficiencies, and create more loyal customers--but like any tool, it needs to be used properly to be effective. Hear Peter Leppik, industry expert, author and... more
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