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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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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
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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
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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
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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
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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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The contact center world has been pushed ahead 4 to 5 years in 1 year in terms of technology, because of COVID. The rate of adoption of existing tech just exploded. What's next? What does 2021 bring? Guest: Steve Bederman |... more
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Digital CX is meant to provide a more effortless customer experience across multiple engagement channels. As the channels customers can use to interact with us multiply, customers demand a personalized, consistently... more
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If you are measuring your customer experience and not measuring your employee experience you are missing a great opportunity to discover the gaps in critical issues like customer loyalty and employee loyalty. As the saying goes, if... more
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Recruitment, Hiring and Training techniques during the Pandemic- the traditional models of in person recruitment and training are not feasible during COVID pandemic how can you successfully hire and train CSR in a street to seat manner
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…And that's why we wanted to talk more about the shift to remote contact centers, and we have brought in an expert on the topic for you, Fabrice Martin, CPO at Clarabridge. Welcome to the show Fabrice. Guest: Fabrice Martin, CPO... more
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