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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

Upcoming Broadcasts

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 experiences of different areas (pulling together best practices) - Improving the new hire experience - Use of AI in evaluating and career-pathing employees David Kingsley is an experienced organizational effectiveness executive who currently serves as Salesforce's Senior Vice President, Global Human Resources Strategy and Operations (S&O). He leads a global team of 85 professionals in 12 offices around the world in HR Strategy, Analytics, Program Management and Employee Relations, serving the 25,000 employees of Salesforce across 26 countries. David is focused on the design, development and delivery of the employee experience with the perspective that company culture is a thread which runs from the candidate and new hire experience, to the employee experience, through to the customer experience. David holds a B.A. in International Relations from Catholic University and an M.A. in Organizational Science from George Washington University. Prior to Salesforce David held leadership roles in management consulting with Accenture and Booz Allen.
  • by BenchmarkPortal
  • in Business
  • 00:45
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On-Demand Episodes

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

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