Voice User Interface and the Latino Caller – CallTalk Radio Show

Nov 16, 2011

Voice User Interface and the Latino Caller How to Manage the Continuously Emerging Caller Base of Latino-Speaking Clients Air Date: Wednesday, November 16, 2011 – 8AM/PT Host: Bruce Belfiore, CEO & Senior Research Analyst, BenchmarkPortal Guest Speaker:...

Employee Incentives: Two Magic Words That Equal Success! – CallTalk Radio Show

Sep 14, 2011

Employee Incentives: Two Magic Words That Equal Success! Air Date: Wednesday, September 14, 2011 – 8AM/PT Host: Bruce Belfiore, CEO & Senior Research Analyst, BenchmarkPortal Guest Speaker: Bob Cowen, Snowfly Season: 3, Episode Number: 2 Check out our...

Paving a Smooth Road Between IVR and Agent – CallTalk Radio Show

Aug 24, 2011

IVR: Paving a smooth road between IVR and Agent Air Date: Wednesday, August 24, 2011 – 8AM/PT Host: Bruce Belfiore, CEO & Senior Research Analyst, BenchmarkPortal Guest Speaker: Susan Hura, Speech Usability Season: 3, Episode Number: 1 Check out our CallTalk...

Home Agent: A Fresh Look At The At-Home Agent Concept – CallTalk Radio

Jul 13, 2011

Home Agent: A Fresh Look At The At-Home Agent Concept Air Date: Wednesday, July 13, 2011 – 8AM/PT Host: Bruce Belfiore, CEO & Senior Research Analyst, BenchmarkPortal Guest Speaker: Dee Buell Season: 2, Episode Number: 19 Check out our CallTalk Archives by...

Customer Satisfaction: Acting on the Voice of the Customer – CallTalk Radio Show

Jun 15, 2011

Customer Satisfaction: Acting on the Voice of the Customer Air Date: Wednesday, June 15, 2011 – 8AM/PT Host: Bruce Belfiore, CEO & Senior Research Analyst, BenchmarkPortal Guest Speaker: Peter Leppik, Vocalabs Season: 2, Episode Number: 18 Check out our...

Time Management: Getting More (done) with Less (stress) – CallTalk Radio Show

May 18, 2011

Time Management: Getting More (done) with Less (stress) Acting on the Voice of the Customer Air Date: Wednesday, May 18, 2011 – 8AM/PT Host: Bruce Belfiore, CEO & Senior Research Analyst, BenchmarkPortal Guest Speaker: Paul H. Burton, QuietSpacing Season: 2,...

Optimal IVR Call Flow Design – CallTalk Radio Show

Apr 13, 2011

Optimal IVR Call Flow Design Air Date: Wednesday, April 13, 2011 – 8AM/PT Host: Bruce Belfiore, CEO & Senior Research Analyst, BenchmarkPortal Guest Speaker: Jay Minnucci, Service Agility Season: 2, Episode Number: 16 Check out our CallTalk Archives by...

Quality Assurance Part 2: Forms and Beyond – Coaching to Excellence – CallTalk Radio Show

Mar 16, 2011

Quality Assurance Part 2: Forms and Beyond – Coaching to Excellence Quality Assurance & Coaching for Success – CallTalk Caramels: Sweet Snippets from BenchmarkPortal’s Best CallTalk Episodes Quality monitoring programs often become fixated on QA forms;...

Workforce Optimization: Analytics Demystified – Customer Focus (Session 2 of 2) – CallTalk Radio Show

Feb 16, 2011

Workforce Optimization: Analytics Demystified – Customer Focus (Session 2 of 2) Analytics Demystified – Employee Focus (Session 2 of 2) Air Date: Wednesday, February 16, 2011 – 8AM/PT Host: Bruce Belfiore, CEO & Senior Research Analyst, BenchmarkPortal Guest...

Quality Assurance: Call Monitoring Your Agents Will Love – CallTalk Radio Show

Feb 2, 2011

Quality Assurance: Call Monitoring Your Agents Will Love Quality Assurance: Call Monitoring Your Agents Will Love (Session 1 of 2) CallTalk™ Caramels: Sweet Snippets from BenchmarkPortal’s Best CallTalk Episodes Quality Monitoring, traditionally seen by agents as the...