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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 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.

Listen Live

CallTalk Upcoming Show Schedule

1 week 5 days from now
Wednesday, September 16, 2015 - 10:00am Pacific
Bruce Belfiore, CEO & Senior Research Analyst, BenchmarkPortal
Chris Abel, Senior Director, Customer Experience, TrialCard
Leadership Development Information Coming Soon...

Recent Calltalk Shows

Wednesday, August 19, 2015 - 10:30am
Bruce Belfiore, CEO & Senior Research Analyst, BenchmarkPortal
Christopher Mulligan, CEO TalentKeepers
Wednesday, July 15, 2015 - 10:00am
Bruce Belfiore, CEO & Senior Research Analyst, BenchmarkPortal
Frederick Van Bennekom, Principal, Great Brook Consulting
Survey Design Surveys are an important tool for measuring your customers’ and agents’ satisfaction along with identifying areas needing improvement. While a survey seems deceptively simple — it’s just a bunch of questions — getting good, valid data for decision making requires proper design and execution. Our CallTalk session will discuss 10 Tips to Optimize Your Surveys to help you make better decisions with surveys.
Monday, June 15, 2015 - 10:00am
Bruce Belfiore, CEO & Senior Research Analyst, BenchmarkPortal
Drew Wright, Technology Finance Partners
Leveraging Industry Benchmarks to Build a Business Case for a Technology Investment. Technology is a crucial component of a good contact center. Drew Wright will share his experiences as a problem solver and business case builder. He will shed light on how industry benchmarks are used in a practical way to convince senior management to allocate the budget needed for new investment.
Wednesday, May 13, 2015 - 10:00am
Bruce Belfiore, CEO & Senior Research Analyst, BenchmarkPortal
Dave Gregory, Director of Management Training & Leadership Development, Alorica
A Success Formula – How to Coach and Develop Discretionary Effort Learn how each employee is unique and valuable when properly mentored. As a coach use this knowledge to guide them through important transformations toward top performance. Guest Host Bio:
Wednesday, April 15, 2015 - 10:00am
Bruce Belfiore, CEO & Senior Research Analyst, BenchmarkPortal
Walt Sweeny, Call Center AVP for Provident Credit Union
Customers are demanding more efficient and effective service from Contact Centers throughout all industries. Host Bruce Belfiore chats with veteran manager Walt Sweeney about a Lean Six Sigma approach to Contact Center process improvement that Contact Center leaders can use to improve their centers. Guest Host Bio:


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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."