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BenchmarkPortal

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

BenchmarkPortal

Bruce Belfiore interviews Michael Sanders on his efforts, with the non-profit NTI, to help Americans with Disabilities and Disabled Veterans back into the workplace. Through his work, he has actively placed over 650 work-at-home... more
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BenchmarkPortal

Bruce Belfiore interviews Mark Coudray on his brand new methodology that creates vastly improved connections between agents and customers. A recent trial resulted in an increase in reservation closure rates from 24.9% to over 70%, as... more
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BenchmarkPortal

A thoughtful review of employee rewards and recognition programs will provide you with ideas for improving your operation. These programs do not have to be expensive - many motivational techniques cost little or nothing. Applying latest... more
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Your own kids, the team you coach, the scouts you lead, and the people you manage at work. How much do you reel them in by rules, and how much do you let them run on trust? It's often a struggle to figure out how to get the balance... more
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BenchmarkPortal

We talk with Debbie Frazier on what accountability in a call center means and how to ensure it is alive and well! Debbie Frazier is a Senior Consultant with Benchmark Portal. She has over 3 decades of experience in customer service... more
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BenchmarkPortal

Agent turnover is one of the costliest issues for Contact Centers and when the agent is heading out the door, it's usually too late to save the agent or the day. Our guest, Chris Mulligan, from Talent Keepers, will be talking about Stay... more
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BenchmarkPortal

"Intentional Coaching is an innovative coaching approach in which supervisors are out on the floor with their agents, reinforcing what's right and helping them go beyond fast, efficient transaction handling, to creating a positive customer... more
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BenchmarkPortal

In this episode, Charles Paelinck, Former Chief Product Officer for Ceasars, will join us to share several reasons why happiness in leadership is so important. Charly has been in senior IT leadership for over 20 years and was most recently... more
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BenchmarkPortal

In this episode, you will learn "Five Keys To Call Center Consolidation". They can have other positive impacts on your operations such as culture, resources, technology and processes. These five keys will aid in looking at financial and... more
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BenchmarkPortal

Knowledge Management tools and resources are the brain of your contact center, providing your agents with the information they need right when they need it…when developed effectively and working properly. The effectiveness of... more
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