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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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***Here is the lin to access the slide pack that we talk about in our show: CallTalk MUG Our guest, Alex Demczak, wrote a book on ?Optimizing Outbound Calling? and has been astounded by the changes to this process over the years, and in... more
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Lately, Bill has begun to detect some striking changes emerging in the contact center industry. He sees that contact centers really don't want to buy software, they want to buy results. There's a new breed of contact center vendors that is... more
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Learn how Big Data is transforming insurance and call center operations, and why your company should be planning Big Data analytics to improve customer loyalty and enhance operating efficiency. Geoff Colgan from Attadale Partners,... more
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Sales Expert, Mark Coudray, joins CallTalk to discuss the changes that have occurred with the advennt of the digital world and how that has impacted the sales channels. We will look into the changes in communication, campaigns, and... more
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Leaders play a vital role in the call center, they are an important reason why people stay or leave, engage or not engage. Research show the relationship agents have with their lead, supervisor or direct boss are key. This episode we... more
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Employee engagement and retention are core talent management building blocks and staying abreast of key trends and new approaches is important for HR professionals across disciplines. In this episode, we talk with Industry Expert,... more
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Surveys are an important tool for measuring your customers' and agents'satisfaction along with identifying areas needing improvement. Listen in to 15 tips to optimize your surveys. Guest Dr. Fred Van Bennekom, The author... more
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Leveraging Industry Benchmarks to Build a Business Case for a Technology Investment. Technology is a crucial component in many areas within the contact center. With Drew's experience he is a wonderful person to enlighten us more on... more
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A Success Formula – How to Coach and Develop Discretionary Effort From the coaching perspective, learn how each employee is unique and valuable through their behaviors. As a coach use this knowledge to guide them through... more
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Customers are demanding more efficient and effective service from Contact Centers throughout all industries. Walt will chat with the Assistance Vice President at Provident Credit Union, Walt Sweeny, about a Lean Six Sigma approach... more
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