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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

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

Join CallTalk host Bruce Belfiore as he talks with author and speaker Mitchell Levy about ways to bring thought leadership into your life and your organization. Hear the tips he shared with his Ted Talk audience about listening, hearing,... more

Let's face it, finding the right work-life balance in a contact center isn't easy. It takes guts to make changes in your center that allow agents to balance their personal life with the company's needs. Unfortunately for contact centers,... more

Join Bruce Belfiore for a timely interview with Bob Kobek, President of Mobius Partners and CustomerCount. Bob will address items of interest to both outbound centers and inbound centers, focusing on ways to get to the prize of customer... more

Maureen Lewandowski of Delta Dental of Wisconsin shares tips on how to get buy-in from your people for major initiatives. She illustrates the roles of well structured processes and carefully chosen technologies to empower and... more

Change surrounds contact center managers: mergers, systems changes, organizational changes are all high-impact events that present managers with huge challenges. Join us for the final CallTalk episode of 2017 as we explore... more

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