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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

Call Centers are full of many moving parts, we will dive into as many as we can and get the viewpoint of a long time Call Center Pro, Michael J. Tamer, CEO and President of Proponisi. Michael is a 25-year veteran of the customer contact... more

Some of the things we hope to touch on: - values alignment - ?Why can't my work life be like my personal life? - Employee engagement ROI chain - Culture + Tech + Data = engagement - Description of Ohana - Unifying the on-boarding... more

Joe LaTorre, Director of Innovation at Employment Technologies, will talk with host Bruce Belfiore about emerging practices that every contact center manager should know about. Focus will be on giving you take-aways that will make your... more

Bruce Belfiore interviews Michael Sanders on his efforts, with the non-profit NTI, to help Americans with Disabilities and Disabled Veterans back into the workplace. Through his work, he has actively placed over 650 work-at-home... more

Bruce Belfiore interviews Mark Coudray on his brand new methodology that creates vastly improved connections between agents and customers. A recent trial resulted in an increase in reservation closure rates from 24.9% to over 70%, as... more

A thoughtful review of employee rewards and recognition programs will provide you with ideas for improving your operation. These programs do not have to be expensive - many motivational techniques cost little or nothing. Applying latest... more

Your own kids, the team you coach, the scouts you lead, and the people you manage at work. How much do you reel them in by rules, and how much do you let them run on trust? It's often a struggle to figure out how to get the balance... more

We talk with Debbie Frazier on what accountability in a call center means and how to ensure it is alive and well! Debbie Frazier is a Senior Consultant with Benchmark Portal. She has over 3 decades of experience in customer service... more

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

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