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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

A place For Professionals Who Want to Be Seen as Credible The keys to success and happiness in the global village are credibility and relationships. Since technology has enabled us to connect with more people, how we live and do... more

An experience guarantee goes beyond merely warrantying a product against defects. It encompasses the entire customer journey to promise an experience that never falls short of expectations. Customer loyalty skyrockets when... more

The pandemic has intensified many of the challenges facing contact center managers. Join Bruce Belfiore as he interviews Bob Kobek of Mobius SVP for a lively episode of CallTalk centered on issues of worker recruitment and attrition... more

Customer service allows for limited face-to-face or physical interaction, making it challenging to provide genuine support and lead generation. Instead, people are focusing on virtual interactions to continue driving growth. On this episode,... more

Join us for a conversation with industry practitioner Patrick Ebrahimian on the processes that impact access and availability of contact center agents. He shares proven ways to improve service levels and the customer experience... more

We had a great conversation. With so much going on across all industries with regard to post-COVID operations, changing laws affecting marijuana and criminal justice reform, and employer lawsuits, Ms. Lipnic offered a refreshing... more

Efficient agents not only make the contact center run smoother, but they create a better experience for your customers. We sat down with Matt Duncan from CommunityWFM to discuss how leveraging some of the best practices in... more

Operating a contact center efficiently and profitably is not an easy task due to balancing so many challenges—high employee turnover usually being at the top of that list. Not only is it expensive to hire, but it is also not cheap... more

Covid-19 has had a terrible impact on people and economies around the globe. But it has facilitated accomodation of at-home work for the disability community. Guest Kate Brouse of nonprofit NTI helps disabled Americans and veterans... more

Knowledge management is foundational the effectiveness of the modern contact center. Metrics from cost per contact and handle time require agents to rapidly find the information they need, and customer satisfaction demands that agents... more

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