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

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

 


Customer Experience: New Mind Meld Methodology
Air Date: 
  Friday, February 17, 2017 – 10:00am
Host:  Bruce Belfiore, CEO & Senior Research Analyst, BenchmarkPortal
Guest Speaker: Mark Coudray, DScisive
Season: 8
Episode Number: 2

Bruce Belfiore will interview Mark Coudray on his brand new methodology that creates vastly improved connections between agents and customers. A recent trial resulted in an increase in reservation closure rates from 24.9% to over 70%, as well as an increase in satisfaction. Leveraging his knowledge of the human mind and decision-making processes, Mark has created a unique approach that begins with listening to customer calls very carefully, then coaching agents in ways no one has ever done before.

Latest Show

Employee Recognition: Best Practices


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.

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