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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.

Recent Calltalk Shows


Wednesday, March 18, 2015 - 10:00am
Bruce Belfiore, CEO & Senior Research Analyst, BenchmarkPortal
Steve Chambers, Sr. Director of Patient Service Center Operations
Many of us describe our strong culture and its impact on our organization as a "secret sauce". What are some factors that can serve a barriers to creating a strong and healthy culture?"
Wednesday, February 11, 2015 - 10:00am
Bruce Belfiore, CEO & Senior Research Analyst, BenchmarkPortal
Dayne Petersen, Senior Consultant, Certified Auditor, BenchmarkPortal
Listen to host Bruce Belfiore interview Dayne Petersen in an illuminating discussion on Quality Assurance best practices. Guest Host Bio: Dayne Petersen brings together years of experience and commitment in the area of Quality Assurance management. She has managed and consulted with call/contact centers - - both business-to-business and business-to-consumer. Additionally, she has a successful track record evaluating and implementing call center solutions that meet defined client...
Thursday, January 15, 2015 - 10:00am
Bruce Belfiore, CEO & Senior Research Analyst, BenchmarkPortal
Ian Roncoroni, COO & Co-founder of Next Caller
Cost of caller identification: Even though it's been around for decades, caller ID continues to pose problems for your contact center.  Today, we'll be talking about why those problems are actually getting worse, and discuss some ways your contact centers can alleviate the burden and cost of caller ID. Guest Host Bio:
Wednesday, November 26, 2014 - 10:00am
Bruce Belfiore, CEO & Senior Research Analyst, BenchmarkPortal
Amy Novak, Senior Consultant, BenchmarkPortal
After another amazing Call Center Campus event in Las Vegas this November 2014, Bruce Belfiore and Amy Novak review some of the highlights from the event. Listen as they review best practices shared in our Round Tables and Panel Discussions, as well as highlights from the guest speakers.
Wednesday, October 15, 2014 - 10:00am
Bruce Belfiore, CEO & Senior Research Analyst, BenchmarkPortal
Toni Roberts, Director, Delta Dental of Michigan
Listen now on demand to our latest CallTalk Show on Quality Transformation. Toni Roberts, Director of Delta Dental of Michigan, will share tips on breathing new life into quality at your center. This includes changing the perception of quality ownership by engaging agents so they could see their importance to the process. The results are superior customer experience and loyalty by providing a quality service experience the first time, every time.

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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."
ARAG GROUP