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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

The Call Center industry can be full of drama that can be a poison to the customer experience, employee satisfaction, agent retention and your overall center performance. In this episode, we will learn how to identify different types... more

Has the collections industry taken a few black eyes through the years? Yet, your specific company was not at fault? Does your company get ?stereotyped? unfairly Our guest today, owns a collection agency that is intent on changing the way... more

Contact centers are under increasing pressure to become profit centers and leverage new channels of engaging customers. Live chat is growing in use--especially among millennial customers--and chat communications can be... more

Workforce Management is both science and art. Hear the voice of experience as Rick Lee, Workforce Manager for Convergys, is interviewed by host Bruce Belfiore on his WFM best practices tips. Practitioners who are looking for a... more

Highlights from Call Center Campus - Everything You Need To Know

Nowadays you hear a lot of companies who are doing ‘something' with Automation (RPA) or Artificial Intelligence (AI), however what is the real story behind it, is it truly as easy as the vendors pitch it or does it require effort?

Information feedback is the lifeblood of continuous improvement for contact centers. However, most centers don't employ a structured approach to originating, processing and acting on feedback. In this session, guest Pam Wilson explains... more

Join Bruce Belfiore and Mike Dershowitz, CEO and Managing Director of Rethink Staffing, as they discuss a novel approach to managing call centers for outperforming results and creating social and economic impact at the same... more

Why Drug Test? Drug Testing Options Nationwide Positivity Rates Legalization of Marijuana Medical and Recreational Marijuana Landscape Drug Testing Challenges Policy Considerations Recent Workplace Marijuana Case Review... more

How contact centers can leverage agent knowledge to improve the products they support. Design for improved Customer Experience while sharing valuable input with other departments: marketing, product development and sales.... more