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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

Our guest, Alex Demczak, wrote a book on ?Optimizing Outbound Calling? and has been astounded by the changes to this process over the years, and in this episode, Alex will talk about recent changes to federal and state regulations within the past year. In 2015 Alex saw massive changes in outbound calling regulations both on the federal and state level. Find out how some of these changes will change your business now and in the future. Some of the questions he will answer will be: Are these changes already in affect? Can I still call cell phones on delinquent accounts? Can I use preview dialing on cell phones if I dial the number manually? Alex Demczak, a lifelong resident of the Pittsburgh, PA area has been involved with call centers since 1978. Having completed the three year electronics degree at Allegany Tech, he merged his passion for electronics to the call center industry serving as a beta site for what are now standard products. Seeing the lack of ability for some predictive dialer manufactures to convey benefits and ROI of their equipment brought about the publishing of "How to Sell Dialers to Call Center Managers" . Later he teamed with Dr. Jon Anton of Purdue University, then mainly involved with inbound call centers, to create his second work "Optimizing Outbound Calling?. After a long successful career in banking he is now a full time consultant and the General Manger of MUG Enterprise, where he continues to develop products for the industry and provide guidance, training and reviews for call centers worldwide with such notable clients as: Microsoft, Capital One, US Bank and many others.
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On-Demand Episodes

Lately, Bill has begun to detect some striking changes emerging in the contact center industry. He sees that contact centers really don't want to buy software, they want to buy results. There's a new breed of contact center vendors that is... more

Learn how Big Data is transforming insurance and call center operations, and why your company should be planning Big Data analytics to improve customer loyalty and enhance operating efficiency. Geoff Colgan from Attadale Partners,... more

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