Workforce Optimization: Analytics Demystified – Employee Focus (Session 1 of 2) – CallTalk Radio Show

Jan 19, 2011

Workforce Optimization: Analytics Demystified – Employee Focus (Session 1 of 2) Analytics Demystified – Employee Focus (Session 1 of 2) Air Date: Wednesday, January 19, 2011 – 8AM/PT Host: Bruce Belfiore, CEO & Senior Research Analyst, BenchmarkPortal Guest...

Workforce Management Advanced – CallTalk Radio Show

Jan 12, 2011

Management: Are You Parenting or Managing Your Staff? CallTalk™ Caramels: Sweet Snippets from BenchmarkPortal’s Best CallTalk Episodes In today’s advanced contact center environment, Workforce Management (WFM) should not be thought of as only a process, but a culture...

Employee Morale – CallTalk Radio Show

Jan 5, 2011

Employee Morale CallTalk™ Caramels: Sweet Snippets from BenchmarkPortal’s Best CallTalk Episodes We all know that poor morale causes agent churn and that lack of positive leadership can contribute to these maladies. We may even suspect that we, as managers, may be...

Site Selection – CallTalk Radio Show

Dec 8, 2010

Management: Are You Parenting or Managing Your Staff? Air Date: Wednesday, December 8, 2010 – 8AM/PT Host: Bruce Belfiore, CEO & Senior Research Analyst, BenchmarkPortal Guest Speaker: Kristin Beatty Season: 2, Episode Number: 9 Check out our CallTalk...

Hold Time and Transfers – CallTalk Radio Show

Nov 10, 2010

Hold Time and Transfers Air Date: Wednesday, November 10, 2010 – 8AM/PT Host: Bruce Belfiore, CEO & Senior Research Analyst, BenchmarkPortal Guest Speaker: Dayne Petersen Season: 2, Episode Number: 8 Check out our CallTalk Archives by Clicking Here ...

Customer and Agent Loyalty – CallTalk Radio Show

Oct 27, 2010

Customer and Agent Loyalty Air Date: Wednesday, October 27, 2010 – 8AM/PT Host: Bruce Belfiore, CEO & Senior Research Analyst, BenchmarkPortal Guest Speaker: Jeanne Bliss Season: 2, Episode Number: 7 Check out our CallTalk Archives by Clicking Here ...

Outbound Calls – CallTalk Radio Show

Oct 13, 2010

Outbound Calls First Name* Last Name* Company* Primary Phone* Primary Email* Interests* Assessment - Center Overall Assessment - Customer Experience Journey Assessment - IVR Assessment - QA Assessment - Sales/Agent Optimization Assessment - Technology Assessment -...

Employee Incentive Tips – CallTalk Radio Show

Sep 29, 2010

Employee Incentive Tips Air Date: Wednesday, September 10, 2014 – 8AM/PT Host: Bruce Belfiore, CEO & Senior Research Analyst, BenchmarkPortal Guest Speaker: Dr. Brooks Mitchell Season: 2, Episode Number: 5 Check out our CallTalk Archives by Clicking Here ...

Outsourcing – CallTalk Radio Show

Sep 15, 2010

Outsourcing Air Date: Wednesday, Septemeber 15, 2010 – 8AM/PT Host: Bruce Belfiore, CEO & Senior Research Analyst, BenchmarkPortal Guest Speaker: John Chatterley Season: 2, Episode Number: 4 Check out our CallTalk Archives by Clicking Here CallTalk is a...

Call Center Training – CallTalk Radio Show

Sep 1, 2010

Management: Are You Parenting or Managing Your Staff? Air Date: Wednesday, September 1, 2010 – 8AM/PT Host: Bruce Belfiore, CEO & Senior Research Analyst, BenchmarkPortal Guest Speaker:Dayne Petersen Season: 2, Episode Number: 3 Check out our CallTalk...