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™ 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.

Scroll down for link to a complete archive of CallTalk episodes.

Upcoming Show


CallTalk Listen Live
Employee Recognition: Best Practices
Air Date: 
  Friday, January 20, 2017 – 10:00am
Host:  Bruce Belfiore, CEO & Senior Research Analyst, BenchmarkPortal
Guest Speaker: Christopher Tomsa, Certified Auditor and Senior Consultant, Benchmarkportal
Season: 8
Episode Number: 1

A thoughtful review of employee rewards and recognition programs will provide you with ideas for improving your operation. These programs do not have to be expensive – many motivational techniques cost little or nothing. Applying latest best practices to your organization may be the way to attain better results and a more satisfied, stable workforce. This episode of CallTalk™ will give you the ideas you need to address this important issue.

Latest Show

Culture and Agent Compliance: Rules vs. Trust
Air Date:   Thursday, December 15, 2016 – 11:00am
Host:  Bruce Belfiore, CEO & Senior Research Analyst, BenchmarkPortal
Guest Speaker: Marge Robba, Senior Consultant
Season: 7
Episode Number: 11

Your own kids, the team you coach and the people you manage at work.  How much do you reel them in by rules, and how much do you let them run on trust?  It’s often a struggle to figure out how to get the balance right, and many managers have been hurt by situations in which they have trusted people too much, or have been humbled by situations in which they have erroneously relied too heavily on rules. … Read More

Questions for BenchmarkPortal

Translate »