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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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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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Paul Burton, author of Focus Pocus - 24 Tricks for Regaining Command of Your Day talks with host Bruce Belfiore about practical ways to get more control of your day, your work and your career. His ideas can be put to use by all call center... more
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The IVR is a customers first contact with your business when calling in, so it is extremely important for it to start off well. Industry Expert Jay Minnucci joins us to talk about proper flow and design.
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Bruce Belfiore talks again with Lisa Courteau about tested techniques that you can use in your Quality Assurance program to make your supervisors "agent advocates" and motivate your agents to embrace behavioral changes. Join us... more
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