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 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.