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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

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

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

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

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

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

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

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

Many of us describe our strong culture and its impact on our organization as a ?secret sauce?. In this show, we will be talking with Senior Director of Patient Service Center Operation at Sutter Physician Services, Steve Chambers, about... more

A discussion of Quality Assurance processes and tools from a recent survey by BenchmarkPortalBest practices of high performing centers. Dayne Petersen has been managing and consulting with call/contact centers for a number of years.... more

Cost of caller identification: Even though it's been around for decades, caller ID continues to pose problems for your contact center. Today, we'll be talking about why those problems are actually getting worse, and discuss some ways your... more

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