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CallTalk Online Radio Show

CallTalk Online Radio Show
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 Online Radio Show

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Upcoming Show Details:

Topic: Adding Sales to Your Customer Service Culture: How You Can Start Paying for Your Center In Three Months
Transitioning your call center from a typical “customer service” environment to a “sales” environment can be a challenging, however, in today’s competitive environment, it is critical to have everyone in your organization focused on upselling or cross selling products/services. My topic of adding sales to your customer service culture will provide you with strategies for making this transition and ensuring your call center is a revenue generator for your company. These strategies allowed our call center to begin to pay for our own operating expenses within three months, improved the morale of the employees and providing more opportunities for all center personnel.
Speakers: Bruce Belfiore, CEO, Dee Buell, Senior Consultant, BenchmarkPortal and Susan Wolski - TXU Energy
Date: Wednesday, June 12, 2013 at 10am PT/1pm ET

CallTalk Schedule

View our upcoming CallTalk shows with host Bruce Belfiore and special guests.

Click Here to View the Schedule

CallTalk Archive

Every CallTalk show has been archived and you can listen to them all here.

Click Here to View the Archive

CallTalk Host, Bruce Belfiore

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.

Read More About Bruce Belfiore »

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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