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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, 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.
Wednesday, February 19, 2014 - 10:00am
Bruce Belfiore, CEO & Senior Research Analyst, BenchmarkPortal
Greg Van Zandt, Senior Consultant, BenchmarkPortal
Understanding Millennials: Who Are They? What drives them? What are their significant attributes? Considerations when managing this Generation: Implications on Scheduling, Work diversity, Training / Coaching, Contact Center and Corporate culture; Leveraging technology; Leveraging Millennials’ unique characteristics
Wednesday, January 15, 2014 - 10:00am
Bruce Belfiore, CEO & Senior Research Analyst, BenchmarkPortal
Rosanne D'Ausilio, Customer Service Expert, Industrial Psychologist, Master Trainer, Keynote Speaker, Coach, Pres Human Technologies Global
Do you want to improve your performance and the performance of your staff?  Of course, the answer is yes. We all do.  But first we need distinctions between managing and parenting--as well as managing and leading--so managers (and everyone else) can develop both professionally and personally.
Wednesday, October 16, 2013 - 10:00am
Bruce Belfiore
Ed Poorbaugh, Manager Support Center Operations and Supplier Support
Ed shares how Sysco has improved their average quality score from 88.7% to 94%, and reduced turnover by 15%.  They are delivering service with a S.M.I.L.E.

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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