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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

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

Bill Durr, an industry veteran of 25 years, joins us again for session two on our focused look into Analytical WFO. We will talk about the exciting new analytical applications being employed by enterprises and contact centers today. We will... more

Creating a quality monitoring program that is valued by the business requires you to have a well-developed strategy that is aligned with your organization's business objectives. But you can't stop there - it is just as important to create a culture in... more

Bill Durr, an industry veteran of 25 years, joins us to help define Analytical WFO and discusses how certain advanced applications are used to identify and resolve skill and knowledge gaps in the workforce. We will also be covering traditional... more

Workforce management is a white-hot topic for 2011. WFM expert Adam Cincoski joins us to talk about how to understand and embrace advanced workforce management as a key component of your success. Adam teaches the... more

Becoming a great leader and inspiring others...in the turn and burn contact industry...is possible, and becoming a requirement. Kirk Weisler shares his techniques and ideas on employee involvement, engagement, and commitment.

Bruce Belfiore will interviews Kristin Beatty, site analytics specialist with CB Richard Ellis, on the key points to consider when selecting a contact center location. The session reveal's the latest research on site selection and the labor... more

When agents don't have the answers...some centers have them put the caller on hold so they can get the answer, while other centers have them escalate the call to a senior person via transfer. Traditionally centers with lower hold times... more

Chat, Email, SEO and IVR's...In the age of increasingly less humanized contact, we face a risk of forgetting how important the people behind the magic curtain really are, customers and employees included. After 25 years as the Customer... more

"Hear author and industry expert Alex Demczak share his ideas and answer your questions on best practices in outbound calling. He will draw from three decades of experience and his book Optimizing Outbound Calls, written with Dr.... more

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