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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

The ability of AI to empower, not replace, humans is often lost in the sensational stories about AI's impact on call centers. In this podcast we explore how conversational and generative AI are being utilized across industries to exponentially scale role-playing, and enable true scenario-based training where you can practice active listening, communication, and multi-tasking skills simultaneously. David Lawson, Co-Founder & CEO of Call Simulator, will discuss how immersive conversation simulations can be created, distributed, and analyzed by call centers of any size. He will share the success his company's clients have had in industries as diverse as emergency dispatch centers to Fortune 500 insurance companies. David will also discuss the proven ROI of simulation training, and why it is integral to a call center's quality management. Guest: David Lawson, Co-Founder & CEO - Call Simulator, Inc. David has been an entrepreneur focused on technology, data insights, and training for decades. He is the author of Big Good: Philanthropy in the Age of Big Data and Cognitive Computing. He designed one of the first AI for Good applications using IBM Watson, and most recently co-founded Call Simulator, a company that provides Conversation Training as a Service to call centers. Call Simulator uses a combination of conversational and generative AI to enable their clients to quickly create immersive training experiences, and deliver them anywhere at any time.
  • by BenchmarkPortal
  • in Business
  • 01:00

On-Demand Episodes

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

Managing work-at-home agents has moved from pandemic emergency mode to representing a long-term challenge for most contact center managers. This episode of CallTalk will focus on tips and best practices that you can use... more

We have dedicated courses and CallTalk episodes on coaching for agents - an important topic indeed. However, contact center managers need coaching as well - - coaching that may go beyond the training curricula that are in the... more

A place For Professionals Who Want to Be Seen as Credible The keys to success and happiness in the global village are credibility and relationships. Since technology has enabled us to connect with more people, how we live and do... more

An experience guarantee goes beyond merely warrantying a product against defects. It encompasses the entire customer journey to promise an experience that never falls short of expectations. Customer loyalty skyrockets when... more

The pandemic has intensified many of the challenges facing contact center managers. Join Bruce Belfiore as he interviews Bob Kobek of Mobius SVP for a lively episode of CallTalk centered on issues of worker recruitment and attrition... more

Customer service allows for limited face-to-face or physical interaction, making it challenging to provide genuine support and lead generation. Instead, people are focusing on virtual interactions to continue driving growth. On this episode,... more

Join us for a conversation with industry practitioner Patrick Ebrahimian on the processes that impact access and availability of contact center agents. He shares proven ways to improve service levels and the customer experience... more

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