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Calltalk Online Radio Show

Calltalk Online Radio Podcast

A fun and exciting on-line program for education and learning, for the customer service industry.  Broadcast monthly, directly over the Internet to your desktop, CallTalk covers informative and educational topics that impact today's call center. CallTalk airs without the participation of vendors so that topics will be free from their influence and guided by the needs of its listeners. If you have a topic you would like us to cover, send it to CallTalk@BenchmarkPortal.com

CallTalk Host, Bruce BelfioreCallTalk is hosted by Bruce Belfiore, CEO  and Senior Research Executive of BenchmarkPortal. Bruce hosts the monthly online radio show "CallTalk", which discusses hot-button issues with industry experts and interacts with a large audience of call center managers. He is a frequent speaker at industry events in the United States and abroad.

Bruce is also Chancellor of the College of Call Center Excellence, which provides certificated courses to call center professionals. He has also taught the course "Call Center Management" at Purdue University. See Call Center Training for more information on this course.

He is the author of the book Benchmarking At Its Best for Contact Centers, a manual for best practices benchmarking, and has written numerous research papers and best practices studies focused on contact center topics. He is a consultant to call centers in a wide variety of industries seeking to improve their results, and is noted for helping to calculate the financial impact of proposed changes.

CallTalk Upcoming Show Schedule


3 weeks 13 hours from now
Wednesday, August 13, 2014 - 10:00am Pacific
Bruce Belfiore, CEO & Senior Research Analyst, BenchmarkPortal
Zane Safrit, Business Consult & Author
Why are so many people talking about Employee Engagement? We'll find out a few tips on the effectiveness of employee recognition and how it can potentially provide financial success to your company.  Zane Safrit, CEO, Business Consultant, and Author will share some of his experiences and lessons learned on building employees awareness of company goals, raising morale, and increasing productivity. 
8 weeks 13 hours from now
Season:
5
Episode:
9
Wednesday, September 17, 2014 - 10:00am Pacific
Bruce Belfiore, CEO & Senior Research Analyst, BenchmarkPortal
Adam Losey, Attorney, Foley & Lardner LLP
As privacy Counsel for Call Centers, he works with client-side management to develop and implement telephone monitoring policies governing monitoring and recording of telephone calls and electronic communications and data management issues associated with call recordings and electronically stored information.

Recent Calltalk Shows


Wednesday, July 16, 2014 - 10:00am
Bruce Belfiore, CEO & Senior Research Analyst, BenchmarkPortal
Judy McKee, Founder, McKee Consulting LLC
What is the Positive Coach Approach? Positive Coach is designed to help call center coaches learn how to cultivate great agents. This approach will lessen the work load on managers and quality assurance departments, and foster a more open and competent work environment. Join host BenchmarkPortal CEO Bruce Belfiore and guest host Judy McKee, Founder, McKee Consulting, as they discuss Agent Coaching.
Wednesday, June 18, 2014 - 10:00am
Bruce Belfiore, CEO & Senior Research Analyst, BenchmarkPortal
Frederick Van Bennekom, Principal, Great Brook Consulting
Just because research is published on the internet or in a business journal does not mean the research findings are true. Look at survey methodology and design to determine validity. Join host BenchmarkPortal CEO Bruce Belfiore and guest host Frederick Van Bennekom, Principal at Great Brook Consulting, as they discuss customer effort.
Wednesday, May 14, 2014 - 10:00am
Bruce Belfiore, CEO & Senior Research Analyst, BenchmarkPortal
Bob Cowen, Snowfly
Join host BenchmarkPortal CEO Bruce Belfiore and guest host Bob Cowen, Snowfly, as they discuss gamification principles and best practices. What is it, why all of the hype, and how can we use it for our daily challenges like retention, adherence, quality, FCR, and upselling? Guest Host: Bob Cowen
Wednesday, April 16, 2014 - 10:00am
Bruce Belfiore, CEO & Senior Research Analyst, BenchmarkPortal
Frederick Van Bennekom, Principal, Great Brook Consulting
Join host BenchmarkPortal CEO Bruce Belfiore and guest host Dr. Frederick Van Bennekom, Principal at Great Brook Consulting, as they discuss Net Promoter Score, or NPS. A lot has been written about NPS, and some companies have embraced it as the holy grail of quality measurement. But what is the research relationship between NPS and customer loyalty? Can we scientifically identify those customers who are very likely to return and that are likely to provide positive "word of mouth?"
Wednesday, March 19, 2014 - 10:00am
Bruce Belfiore, CEO & Senior Research Analyst, BenchmarkPortal
Jesse Hoobler, Director, Worldwide Software Support
We will be discussing the reasons why Support Organizations choose to go virtual, advantages to leverage, roadblocks to avoid, and some lessons learned from out in the field.

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"Becoming a Call Center of Excellence can be a game changer for businesses. Fighting to keep customers in today’s economy is paramount to most companies and the Center of Excellence distinction has helped drive us to that end result. Going through this process yearly continues to challenge us to improve processes and service levels. The detailed process that BenchmarkPortal provides in comparing our data with a large peer group is unparalleled. At the end, you have a clear roadmap of what is working well and what needs focus and attention for improvement. Because of this, we have been able to develop plans each year to drive better results and better customer experiences. This, coupled with a knowledgeable staff, helps us to close the gaps and continue to achieve excellence in every area. Every call center out there should be doing this benchmarking process; we are proof that it works."
Angela Ballantine, Director, Customer Care, ARAG GROUP