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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

Join Bruce Belfiore for a timely interview with Bob Kobek, President of Mobius Partners and CustomerCount. Bob will address items of interest to both outbound centers and inbound centers, focusing on ways to get to the prize of customer... more

Maureen Lewandowski of Delta Dental of Wisconsin shares tips on how to get buy-in from your people for major initiatives. She illustrates the roles of well structured processes and carefully chosen technologies to empower and... more

Change surrounds contact center managers: mergers, systems changes, organizational changes are all high-impact events that present managers with huge challenges. Join us for the final CallTalk episode of 2017 as we explore... more

Excellent customer service requires excellent training - - and a culture that supports learning and doing. You need to articulate the results you hope to obtain in order to determine the training you need. In this episode of CallTalk Bruce... more

Huddles can be the team's daily opportunity to communicate and plan. They can also be used to circulate other important company or product information. If there is a special focus on a particular metric or initiative the huddle can be used... more

Contact center managers know that a strong, positive, can-do culture will improve their metrics and make their customers satisfied. However, culture can seem like a complex, difficult thing to turn around, to build, and to maintain. There... more

What do Google, Netflix, Apple, Uber and Amazon have in common other than rapid growth and amazing profits? They all are considered among the most innovative companies, perpetually seek ingenious ways to delight their... more

Call Centers are full of many moving parts, we will dive into as many as we can and get the viewpoint of a long time Call Center Pro, Michael J. Tamer, CEO and President of Proponisi. Michael is a 25-year veteran of the customer contact... more

Some of the things we hope to touch on: - values alignment - ?Why can't my work life be like my personal life? - Employee engagement ROI chain - Culture + Tech + Data = engagement - Description of Ohana - Unifying the on-boarding... more

Joe LaTorre, Director of Innovation at Employment Technologies, will talk with host Bruce Belfiore about emerging practices that every contact center manager should know about. Focus will be on giving you take-aways that will make your... more

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