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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

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

"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

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

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

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

Have you ever wondered why some people are more difficult to work with than others? No matter how hard you try, it seems impossible to see eye to eye with the other person. Believe it or not, there is a quick way to figure out why... more

How can an organization increase customer satisfaction by providing a positive experience and reducing the customer's effort? Is your organization thinking of, or looking into, more effective and less expensive says of interacting with... more

***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

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

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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