Below you will find archived CallTalk’s that you can listen to:
| Play | Date | Topic | Guest Host |
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5/16/12 | Don't Believe the Myths About Social Media and Call Centers Myth 1: Social Media Doesn't Affect Customer Service Myth 2: There's No ROI for Social Customer Service Myth 3: My Customers Aren't on Twitter |
Dr Natalie Petouhoff, Social Business Strategist and ROI Expert
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4/18/12 |
Groundbreaking Research - Does More Technology Really Make Your Center Perform Better? Up to 30% reduction in cost per call - through technology alone! A new research report on technology in the call center shows this and many other statistical ties between technology and call center performance. Download and read the executive summary first. Download Summary Here » |
Bruce Belfiore, CEO and John Chatterley, Research Director & Senior Specialist BenchmarkPortal |
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2/15/12 | Agent Adherence: Managing FMLA in the Contact Center. Is your employee taking advantage of your medical leave policy or the Family Medical Leave Act? | Tina Honkus, VP of MetLife's Service Delivery Center |
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1/18/12 | Live broadcast from Call Center Campus 2011 in Las Vegas! Recorded at Call Center Campus, attendees and experts discuss caller satisfaction, agent satisfaction and "20 Best Practice Ideas in 20 Minutes." |
Matt Conant PLATO Learning & Call Center Managers From Across The Nation |
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12/14/11 | BMP Christmas Special - Contact Center Best Practices from Santa's Workshop. We call up to one of the busiest Contact Centers in the world at time of year - Santa's Workshop. From WFM to FCR, we ask them to share their Best Practices with us. |
BenchmarkPortal Contact Center Experts BenchmarkPortal |
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11/16/11 | VUI and the Latino Caller: How to Manage the Continuously Emerging Caller Base of Latino-Speaking Clients. |
Sondra Ahlen SAVIC |
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9/14/11 | Employee Incentives: Two Magic Words That Equal Success |
Bob Cowen Snowfly |
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8/24/11 | IVR & Agents: Paving a Smooth Road Between IVR & Agent |
Susan Hura Speech Usability |
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7/13/11 | At Home Agent: "There's no Place Like Home? A fresh look at the at-home agent concept." |
Dee Buell BenchmarkPortal |
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6/15/11 | Customer Satisfaction: Acting on the Voice of the Customer, Using Feedback to Improve Service & Loyalty |
Peter Leppik Vocalabs |
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5/18/11 | Time Management: Getting More Done with Less Stress -. Time Management Tips You Can Use |
Paul H. Burton QuietSpacing |
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4/13/11 | IVR Call Flow Design: Go with the Flow: Tips for Optimal IVR Call Flow Design. |
Jay Minnucci Service Agility |
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3/16/11 | Quality Assurance: Coaching | Lisa Courteau |
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2/16/11 | Workforce Optimization: Analytics Demystified - Employee Focus (Session 2 of 2) |
Bill Durr Verint |
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2/2/11 | Quality Assurance: Call Monitoring Your Agents Will Love | Lisa Courteau |
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1/19/11 | Workforce Optimization: Analytics Demystified - Employee Focus (Session 1 of 2) |
Bill Durr Verint |
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1/12/11 | Workforce Management: How To Understand & Embrace Advanced Workforce Management |
Adam Cincoski OptumHealth |
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1/5/11 | Employee Morale: Ideas & Insights to Create an Outrageously Cool Culture | Kirk Weisler |
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12/8/10 | Site Selection: What Does The Research Show Are The Key Success Factors? | Kristin Beatty |
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11/10/10 | Hold Time and Transfers: The Balancing Act You Can Win |
Dayne Petersen BenchmarkPortal |
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10/27/10 | Customer and Agent Loyalty: 5 Questions You Need To Ask Yourself Before You Leave Work Tonight | Jeanne Bliss |
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10/13/10 | Outbound Calls: Challenges and Solutions For Both Blended and Dedicated Centers. | Alex Demczak |
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9/29/10 | Employee Incentive Tips: Stop Botching Your Incentive Plans, Get The Science Behind The Results | Dr. Brooks Mitchell |
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9/15/10 | Outsourcing: Which Communications Should You Consider Trusting To a Partner? |
John Chatterley BenchmarkPortal |
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9/1/10 | Call Center Training |
Dayne Petersen BenchmarkPortal |
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8/18/10 | At Home Agent | Steve Silver |
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8/4/10 | Workforce Management |
Adam Cincoski OptumHealth |
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7/21/10 | Aux Time: What Should It Be Used For? | Tom Falkowski |
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7/14/10 | Team Meetings: Why Your Call Center Needs Them & How Your Employees Will Benefit | Barbara Burke |
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6/30/10 | Taking a Fresh Look at Your Center: Big and Small Changes That Can Make a Difference | Dr. Bill Davis |
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6/16/10 | Compensation Strategies: For Agents and Supervisors |
John Chatterley BenchmarkPortal |
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5/26/10 | Social Media and The Call Center: Where Are We Headed? |
Kyle Gosnell Interactive Innovations |
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5/19/10 | Adherence: The Problems, The Policies, The Best Practices | Erica Cockfield |
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4/28/10 | Agent Burnout: What's a Manager To Do? Tips and Tales. |
Dru Phelps BenchmarkPortal |
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4/14/10 | Complaints: How 3% of Calls Can Take 30% of Your Time - Strategies To Manage Them |
John Chatterley BenchmarkPortal |
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3/17/10 | First Call Resolution: Revisited |
Rosanne D'Ausilio, Ph.D. Customer Service Expert |
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3/3/10 | Developing Agents Who Are More Customer-Centric |
Rosanne D'Ausilio, Ph.D. Customer Service Expert |
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2/17/10 | Benchmarking Made Easy: How Your Metrics Can Be Leveraged For Optimum Results |
John Chatterley BenchmarkPortal |
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2/3/10 | Compensation Strategies: For Agents and Supervisors | Chad McDaniel |
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1/20/10 | After Call Work Time: How To Minimize and Still Have Great Customer Records |
Bruce Belfiore BenchmarkPortal |
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1/6/10 | Reducing Abandon Rate: Where To Start, What To Do. | Mike Mastro |
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12/9/09 | Dashboards: What Are Best Practices | Brad Odom |
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11/11/09 | Unlocking The Mysteries of E-mail Metrics: What Are Best Practices Standards |
John Chatterley BenchmarkPortal |
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10/28/09 | Service Level: Does The Old 80/20 (80% of calls handled in 20 seconds) Still Apply To Everyone? |
Adam Cincoski OptumHealth |
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10/14/09 | First Call Resolution: How Important? How To Measure? | J.R. Hardenburgh |
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9/30/09 | Optimizing Customer Satisfaction Measurement | Joe Ordyna |
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9/16/09 | Tips On How To Motivate/Manage Your Supervisors and Agents |
Dr. Rosanne D'Ausilio Customer Service Expert |
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9/9/09 | At-Home Agents: The Pros, The Cons and The Advice | Steve Silver |
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8/19/09 | The Customer's Criteria For Quality |
Dru Phelps BenchmarkPortal |
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8/5/09 | Beyond Benchmarking |
Dru Phelps BenchmarkPortal |
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7/22/09 | How Current Economic Conditions Are Effecting Call Centers |
Dru Phelps BenchmarkPortal |
