CallTalk Online Radio Show

Talk Radio Show For The Contact Center Community

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

Recent Show

Voice of the Customer and Agent Engagement: Roses, Daisies & Weeds
Agents are the heartbeat of every Call Center and are every manager’s greatest challenge.  We will explore how to optimize agent engagement and get the viewpoint of a long time Call Center Pro, Michael J. Tamer.
Air Date: 
  June 2017
Host:  Bruce Belfiore, CEO & Senior Research Analyst, BenchmarkPortal
Guest Speaker: Michael J. Tamer, CEO and President of Proponisi
Season: 8
Episode Number: 5

CallTalk Host

CallTalk™ 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.

CallTalk Show Archive

Voice of the Customer and Agent Engagement: Roses, Daisies & Weeds

Voice of the Customer and Agent Engagement: Roses, Daisies & Weeds Agents are the heartbeat of every Call Center and are every manager's greatest challenge.  We will explore how to optimize agent engagement and get the viewpoint of a long time Call Center Pro,...

Employee Engagement at Salesforce.com

Employee Engagement at Salesforce.com Getting it right, right from the start! Hear about: Values alignment Why can’t my work life be like my personal life? Employee engagement ROI chain Culture + Tech + Data = engagement Description of Salesforce's "Ohana" family...

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The team of researchers from BenchmarkPortal and Purdue University's Center for Customer-Driven Quality have focused, once again, on your most vital resource: YOUR PEOPLE. Study Findings include: What are the impact factors in best practice companies, Workforce Optimization Cycle and Components, Forecasting and Scheduling Alternatives, Workforce Management Roles & Responsibilities, Workforce Management Metrics, and Developing Optimal Schedules.

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