Below you will find archived CallTalk’s that you can listen to:
| Play | Date | Topic | Guest Host |
 |
5/15/13 | Government Call Centers: How simple operational adjustments can lead to improved service levels and increased customer satisfaction. A discussion on how Government Call Centers are using industry leading technology to empower the front line, manage in real time, and streamline processes to improve service levels and customer service. | Kimberly Parish Barrett, Director, Florida Abuse Hotline, Department of Children and Families |
|
|
4/17/13 |
LEMMING OR LEADER…You Decide! -- Stop being a “Lemming” and learn how to achieve extraordinary results in record time. If you want to change your course and have “Break-Out” results in short time durations then this is the session for you. Mr. Riddell will show you step by step how he “re-engineered” a small call center with Blinds.com and achieved award winning results. |
Steve Riddell, COO, Blinds.com |
|
|
3/13/12 |
BenchmarkPortal's New Multi-Channel Benchmark Survey BenchmarkPortal is introducing a multi-channel benchmark survey designed to capture valuable performance data for these various contact channels. We will unveil the survey and provide insights on key performance metrics that should be captured and monitored for these multiple channels. |
John Chatterley, BenchmarkPortal |
|
|
2/13/13 |
WFM - Where Workforce Management Meets Workforce Morale: Lessons You Can Use Scheduling in a Call Center is very complex. Ed will share best practices on how to staff for OT and those undesirable shifts, as well as great ideas on ways to motivate the Representatives. Representatives are more than a resource to handle the work, they are an asset, and Ed will share ways to show them they are genuinely appreciated. |
Ed Poorbaugh, Manager Support Center Operations and Supplier Support, Sysco Business Services |
|
|
1/23/13 |
Investments in Employee Training… Are you getting a big bang for your buck? Organizations that make large investments in people typically have lower employee turnover, which is linked to higher customer satisfaction and profitability. On average, companies are investing $1,200 per employee in training. Are those investments paying off? Susan McDonald Osborn, Call Center Learning Strategist, will present common flaws in training programs and provide practical strategies for ensuring that training dollars translate to performance on the call center floor. |
Susan McDonald Osborne, Strategic Learning Specialist, BenchmarkPortal |
|
|
12/19/12 |
2012 Call Center Campus Live Interviews & Best Practices Top contact center managers from around the world, shared their best practices with us, in a brainstorming session at Call Center Campus, and now we want to share them with you! Live interviews from CCC give us an inside view as to how they are continuing to ensure their contact centers stay ahead of the competition and remain best in class. |
Russ Rossi, Corporate VP for Customer Experience & Strategic Planning at NYLife AARP, and Steve Ellis, Senior Director of Customer Care at EyeMed Vision Care |
|
|
10/17/12 |
Transitioning Customer Service Teams for Success with Generation Y Your company can have a more engaged workforce, decreased attrition, increased customer satisfaction - - and produce positive financial impacts - - by placing a strong focus on redefining what development and growth means for Generation Y. Kevin Childs will discuss four critical pillars to consider to keep their attention and engagement. |
Kevin Childs, Senior Partner with OneSource Consulting and acting Contact Center Practice Leader with ManpowerGroup |
|
|
9/19/12 |
How Training Can Set the Atmosphere in a Contact Center Health Net employees focus on empathy with their service community. This has helped Health Net create a culture where everyone feels a purpose and a mission to serve those who serve our country. You can hear important tips on how to infuse purpose and loyalty into your organization. |
Fidel Ligsay, VP of Call Center Operations and Ezra Easley, Director of Call Center Operations, Health Net Federal Services |
|
|
8/15/12 |
Eliminating Your Customer Service Blind Spot with Co-Browse Technology Learn how co-browse technology is now being used in call centers to create a visual connection, enabling agents to see exactly what a customer sees on the screen during a call or chat. Implemented properly, this can decrease talk time, improve first call resolution, augment sales and decrease cost per call. |
Dusty Stanford, Sales Director, LiveLOOK |
|
|
7/19/12 |
The Meaning of Life...in the Call Center: Rethinking Agent Satisfaction Is employee engagement as strong as it could be in your organization? Is everyone highly motivated to do a great job every day? In this episode of CallTalk, Teresa Amabile describes a decade of research into the hearts and minds of people at work. Learn how you can put this research to work for you to increase engagement and reduce turnover. |
Dr. Teresa Amabile, Harvard Business School Professor |
|
|
6/13/12 |
Assessing the Competitive Landscape for Market Expansions or Consolidations Where should you locate your call center? Leading with labor analytics, CBRE executives reveal their unique insight and approach when addressing one of the biggest enterprise challenges moving forward - how to successfully implement solutions at the intersection of human capital and real estate. |
James Trobaugh, Senior VP, and Mark Seeley, Senior Managing Director,CBRE Labor Analytics Group |
|
|
5/16/12 | 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. Today's managers need less hype and more real answers about social media and customer service. Hear one of our industry's thought leaders in social media provide some of the answers. |
Dr. Natalie Petouhoff, Social Media Business Strategist and ROI Expert
|
|
|
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. |
Bruce Belfiore, CEO, and John Chatterley, Research Director & Senior Specialist, BenchmarkPortal |
|
|
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? Hear some practical approaches to vexing HR problems. | Tina Honkus, VP of MetLife's Service Delivery Center |
|
|
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 |
|
|
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 |
|
|
11/16/11 | VUI and the Latino Caller: How to Manage the Continuously Emerging Caller Base of Latino-Speaking Clients. |
Sondra Ahlen SAVIC |
|
|
9/14/11 | Employee Incentives: Two Magic Words That Equal Success |
Bob Cowen Snowfly |
|
|
8/24/11 | IVR & Agents: Paving a Smooth Road Between IVR & Agent |
Susan Hura Speech Usability |
|
|
7/13/11 | At Home Agent: "There's no Place Like Home? A fresh look at the at-home agent concept." |
Dee Buell BenchmarkPortal |
|
|
6/15/11 | Customer Satisfaction: Acting on the Voice of the Customer, Using Feedback to Improve Service & Loyalty |
Peter Leppik Vocalabs |
|
|
5/18/11 | Time Management: Getting More Done with Less Stress -. Time Management Tips You Can Use |
Paul H. Burton QuietSpacing |
|
|
4/13/11 | IVR Call Flow Design: Go with the Flow: Tips for Optimal IVR Call Flow Design. |
Jay Minnucci Service Agility |
|
|
3/16/11 | Quality Assurance: Call Monitoring Your Agents Will Love (Session 2 of 2) |
Lisa Courteau OptumHealth |
|
|
2/16/11 | Workforce Optimization: Analytics Demystified - Employee Focus (Session 2 of 2) |
Bill Durr Verint |
|
|
2/2/11 | Quality Assurance: Call Monitoring Your Agents Will Love (Session 1 of 2) |
Lisa Courteau OptumHealth |
|
|
1/19/11 | Workforce Optimization: Analytics Demystified - Employee Focus (Session 1 of 2) |
Bill Durr Verint |
|
|
1/12/11 | Workforce Management: How To Understand & Embrace Advanced Workforce Management |
Adam Cincoski OptumHealth |
|
|
1/5/11 | Employee Morale: Ideas & Insights to Create an Outrageously Cool Culture | Kirk Weisler |
|
|
12/8/10 | Site Selection: What Does The Research Show Are The Key Success Factors? | Kristin Beatty |
|
|
11/10/10 | Hold Time and Transfers: The Balancing Act You Can Win |
Dayne Petersen BenchmarkPortal |
|
|
10/27/10 | Customer and Agent Loyalty: 5 Questions You Need To Ask Yourself Before You Leave Work Tonight | Jeanne Bliss |
|
|
10/13/10 | Outbound Calls: Challenges and Solutions For Both Blended and Dedicated Centers. | Alex Demczak |
|
|
9/29/10 | Employee Incentive Tips: Stop Botching Your Incentive Plans, Get The Science Behind The Results | Dr. Brooks Mitchell |
|
|
9/15/10 | Outsourcing: Which Communications Should You Consider Trusting To a Partner? |
John Chatterley BenchmarkPortal |
|
|
9/1/10 | Call Center Training |
Dayne Petersen BenchmarkPortal |
|
|
8/18/10 | At Home Agent | Steve Silver |
|
|
8/4/10 | Workforce Management |
Adam Cincoski OptumHealth |
|
|
7/21/10 | Aux Time: What Should It Be Used For? | Tom Falkowski |
|
|
7/14/10 | Team Meetings: Why Your Call Center Needs Them & How Your Employees Will Benefit | Barbara Burke |
|
|
6/30/10 | Taking a Fresh Look at Your Center: Big and Small Changes That Can Make a Difference | Dr. Bill Davis |
|
|
6/16/10 | Compensation Strategies: For Agents and Supervisors |
John Chatterley BenchmarkPortal |
|
|
5/26/10 | Social Media and The Call Center: Where Are We Headed? |
Kyle Gosnell Interactive Innovations |
|
|
5/19/10 | Adherence: The Problems, The Policies, The Best Practices | Erica Cockfield |
|
|
4/28/10 | Agent Burnout: What's a Manager To Do? Tips and Tales. |
Dru Phelps BenchmarkPortal |
|
|
4/14/10 | Complaints: How 3% of Calls Can Take 30% of Your Time - Strategies To Manage Them |
John Chatterley BenchmarkPortal |
|
|
3/17/10 | First Call Resolution: Revisited |
Rosanne D'Ausilio, Ph.D. Customer Service Expert |
|
|
3/3/10 | Developing Agents Who Are More Customer-Centric |
Rosanne D'Ausilio, Ph.D. Customer Service Expert |
|
|
2/17/10 | Benchmarking Made Easy: How Your Metrics Can Be Leveraged For Optimum Results |
John Chatterley BenchmarkPortal |
|
|
2/3/10 | Compensation Strategies: For Agents and Supervisors | Chad McDaniel |
|
|
1/20/10 | After Call Work Time: How To Minimize and Still Have Great Customer Records |
Bruce Belfiore BenchmarkPortal |
|
|
1/6/10 | Reducing Abandon Rate: Where To Start, What To Do. | Mike Mastro |
|
|
12/9/09 | Dashboards: What Are Best Practices | Brad Odom |
|
|
11/11/09 | Unlocking The Mysteries of E-mail Metrics: What Are Best Practices Standards |
John Chatterley BenchmarkPortal |
|
|
10/28/09 | Service Level: Does The Old 80/20 (80% of calls handled in 20 seconds) Still Apply To Everyone? |
Adam Cincoski OptumHealth |
|
|
10/14/09 | First Call Resolution: How Important? How To Measure? | J.R. Hardenburgh |
|
|
9/30/09 | Optimizing Customer Satisfaction Measurement | Joe Ordyna |
|
|
9/16/09 | Tips On How To Motivate/Manage Your Supervisors and Agents |
Dr. Rosanne D'Ausilio Customer Service Expert |
|
|
9/9/09 | At-Home Agents: The Pros, The Cons and The Advice | Steve Silver |
|
|
8/19/09 | The Customer's Criteria For Quality |
Dru Phelps BenchmarkPortal |
|
|
8/5/09 | Beyond Benchmarking |
Dru Phelps BenchmarkPortal |
|
|
7/22/09 | How Current Economic Conditions Are Effecting Call Centers |
Dru Phelps BenchmarkPortal |
