CallTalk Radio Show
15+ Seasons
A fun and informative on-line program for the customer service industry. Broadcast monthly, directly over the Internet to your desktop, CallTalk covers hot 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
Featured Episode
Mastering the Micro Learning in Contact Centers | Guest Chris Tomsa
In this episode, we explore the power of micro moments in the contact center: the brief but impactful opportunities agents have to build trust, demonstrate empathy, and create memorable customer experiences. From the initial greeting and active listening to thoughtful transitions, clear communication, and the closing of the conversation, these moments can dramatically influence customer satisfaction, loyalty, and business outcomes. Whether you're a contact center leader, supervisor, trainer, quality analyst, or frontline agent, you'll discover practical techniques you can implement immediately to elevate every interaction and turn ordinary conversations into exceptional customer experiences.
New Episodes Monthly
Live Wednesdays @ 10am
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Bruce Belfiore
Host
CallTalk Radio Show is hosted by Bruce Belfiore, CEO and Senior Research Executive of BenchmarkPortal. He is a frequent speaker at industry events in the United States and abroad. Bruce is Chancellor of the College of Call Center Excellence, which provides certificated courses to call center professionals, and has taught the course “Call Center Management” at Purdue University. He is the author of the book Benchmarking At Its Best for Contact Centers 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.