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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

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Customer service surveys are no longer effective. Response rates are low, customers are tired of endless requests, and it's becoming more difficult to get actionable data. A new technique called sentiment analysis analyzes the conversations you're already having with customers so you don't have to pester them with survey requests. This technique can reveal immediately actionable insights, including trends you might miss with a traditional survey. Guest Jeff Toister: Jeff's first customer service interaction ended in a service failure. Vowing to learn from that experience, he became obsessed with customer service. Today, he is ranked as one of the Top 30 Customer Experience Professionals in the World by Global Gurus. He's written four books including The Service Culture Handbook, a step-by-step guide to getting your employees obsessed customer customer service. More than 12,000 customer service professionals around the world subscribe to Jeff's Customer Service Tip of the Week email. Over three million people have taken one of his video-based training courses on LinkedIn Learning. His Customer Service Foundations is LinkedIn Learning's most-watched customer service course in the world.
  • by BenchmarkPortal
  • in Business
  • 01:00

On-Demand Episodes

Chad Tatton brings tremendous experience in using quality assurance to improve customer satisfaction, efficiency, effectiveness, time to proficiency, and sales in the contact center. During this conversation with host Bruce Belfiore, Chad will... more

Summary: This episode of CallTalk will focus on explaining the different types of Generative AI, as well as best practices to follow in selecting an LLM (Large Language Model). The discussion will help you understand what you should... more

Artificial Intelligence (AI) and Chat GPT are invading the minds of contact center managers around the world. But what will they mean for you and your operation? Join Bruce Belfiore and AI futurist Mark Coudray for a CallTalk episode that... more

From medical marijuana to recreational marijuana, to when you can test, how you can test and what you can test, the laws vary by jurisdiction, so be extremely careful if you are a multi-state employer who is using a one size fits all drug... more

Answering services have been around for 100 years. But times are changing, and today, customers want to text companies. Businesses are text-enabling their business lines every day. But often, they're too busy to respond to customers... more

Hiring agents has become more difficult and managers are looking for new ideas and approaches to increase success. Join Bruce Belfiore as he interviews Ravin Shah about today's market for contact center agents - and how to win with top... more

Join Bruce Belfiore for the first CallTalk episode of 2023, with the theme "Maximizing the Human in the Call Center". He will be interviewing Nicholas MacDonald, director of Customer Experience at C-Lect Consulting. Nicholas will... more

Join Bruce Belfiore as he interviews industry veteran Mark Brody about getting your center "unstuck" by supporting your front line agents - - and making them stars. Providing the right technology, training and leadership, combined with... more

This episode of CallTalk will have Keith Fiveson talk to Bruce Belfiore about boosting your customer experience and employee engagement using leadership techniques he has developed over a lifetime of experience. Use these... more

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