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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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2020 has created an intense focus for companies to reconsider their relationship with customers and how they serve them. The vision and promise of good Customer Experience often talks about creating?wows? with customers at... more
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Are you implementing new contact center technology? Join us as we discuss tips and benefits on how to embrace the technology to transform the customer, employee and business experience by leveraging it within and beyond your... more
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Are you struggling with scaling cll capacity in this time of pandemic? Could you leverage artificial intelligence to make your calls smarter? This episode of CallTalk will provide tips and insights on how to properly assess AI for your... more
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Agents complain they can't find customer data because the software is out of date. Managers take too much time to finish weekly reports. BI software is out of date and not capturing the right analytics. If these things sound familiar, you will... more
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Join Christine Cunneen, CEO of Hire Image, a nationally accredited background screening company, as she shares helpful information about the latest drug testing and background screening trends facing call centers. Learn what is... more
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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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