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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

Join us for a free, fact-filled session on what you can do to manage your center through the Coronavirus pandemic. Information you can really use Panelists representing large, medium and small contact centers Focus on new insights, not same old platitudes Forty-five minutes of meaty discussion and storytelling from managers who are on the front lines managing through this crisis right now. No sponsors, no vendors, no commercials. Just great information and tips on how to manage through this crisis and emerge better and stronger as the leader of a flexible and successful contact center operation. Moderated by BenchmarkPortal's Bruce Belfiore, who has taken a thought leadership position on the COVID-19 crisis:
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Many contact center leaders struggle to get new hires up to speed, and AI will continue forcing human agents to tackle increasingly difficult sales and support scenarios. Adam Levin joins us today to discuss how to empower workers... more
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Remote and hybrid work are not new to contact centers, but getting really good at it on scale and for the long haul, is quite new. How are organizations retaining best talent once hired, and how are they bringing people into culture... more
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Customer service surveys are no longer effective. Response rates are low, customers are tired of endless requests, and it's becoming more difficult to get actionable data. A new technique called sentiment analysis analyzes the... more
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Chad Tatton brings tremendous experience in using quality assurance to improve customer satisfaction, efficiency, effectiveness, time to proficiency, and sales in the contact center. During this conversation with host Bruce Belfiore, Chad will... more
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Summary: This episode of CallTalk will focus on explaining the different types of Generative AI, as well as best practices to follow in selecting an LLM (Large Language Model). The discussion will help you understand what you should... more
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Artificial Intelligence (AI) and Chat GPT are invading the minds of contact center managers around the world. But what will they mean for you and your operation? Join Bruce Belfiore and AI futurist Mark Coudray for a CallTalk episode that... more
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From medical marijuana to recreational marijuana, to when you can test, how you can test and what you can test, the laws vary by jurisdiction, so be extremely careful if you are a multi-state employer who is using a one size fits all drug... more
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Answering services have been around for 100 years. But times are changing, and today, customers want to text companies. Businesses are text-enabling their business lines every day. But often, they're too busy to respond to customers... more
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Hiring agents has become more difficult and managers are looking for new ideas and approaches to increase success. Join Bruce Belfiore as he interviews Ravin Shah about today's market for contact center agents - and how to win with top... more
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