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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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Guest Dr. Charles Fenzi and our host, Bruce Belfiore, author of Coronavirus and your Call Center: Don't Panic – Plan and Prepare, which focuses on how to show true management leadership in the face of this crisis. This special episode... more
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Join Bruce Belfiore as he talks with Mike Dershowitz about the market and corporate forces that push us to offer compensation based on market conditions, and about the human and political elements that push toward offering ?living... more
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Are you endlessly trying to get agents to improve their customer service? There might be a culprit you've never considered. Discover hidden and counterintuitive obstacles that hurt agent performance. You'll learn: Why rewards and games... more
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Ever have a bad experience with a contact center agent? Why do you think this happened? One answer may be poor training or poor coaching – either way these situations can be avoided. Join us for our next discussion to hear... more
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Gamification and Engagement have been used in contact centers for some time now and so far, the results have been… mixed. Why do some Gamification and Engagement programs work so well for some organizations, and fall flat... more
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Contact center industry associations can contribute a lot to the success of your center and your career. However, many managers don't consider joining or, if they do, fail to make the most of their investment. We have brought in an expert... more
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"Conversational Virtual Agent (sometimes known as chatbots) are all the rage. There has been an explosion, with easily accessed and low-priced conversational frameworks from the likes of Amazon and Google. However, while it's easy to... more
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Technology is impacting every aspect of our lives from home shopping, home deliveries, video streaming, voice activated home hubs, to kids paying to watch their favorite gamers … well play Video Games.... more
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The Call Center industry can be full of drama that can be a poison to the customer experience, employee satisfaction, agent retention and your overall center performance. In this episode, we will learn how to identify different types... more
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Has the collections industry taken a few black eyes through the years? Yet, your specific company was not at fault? Does your company get ?stereotyped? unfairly Our guest today, owns a collection agency that is intent on changing the way... more
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