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CallTalk™ Radio

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CallTalk is the first on-line radio show specifically about Call Centers. BenchmarkPortal brings this show to listeners with no vendor sponsorship so the content is completely neutral. If you have a topic you would like us to cover, send it to Calltalk@benchmarkportal.com

On-Demand Episodes

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Excellent customer service requires excellent training - - and a culture that supports learning and doing. You need to articulate the results you hope to obtain in order to determine the training you need. In this episode of CallTalk Bruce... more
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Huddles can be the team's daily opportunity to communicate and plan. They can also be used to circulate other important company or product information. If there is a special focus on a particular metric or initiative the huddle can be used... more
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Contact center managers know that a strong, positive, can-do culture will improve their metrics and make their customers satisfied. However, culture can seem like a complex, difficult thing to turn around, to build, and to maintain. There... more
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What do Google, Netflix, Apple, Uber and Amazon have in common other than rapid growth and amazing profits? They all are considered among the most innovative companies, perpetually seek ingenious ways to delight their... more
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Call Centers are full of many moving parts, we will dive into as many as we can and get the viewpoint of a long time Call Center Pro, Michael J. Tamer, CEO and President of Proponisi. Michael is a 25-year veteran of the customer contact... more
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Some of the things we hope to touch on: - values alignment - ?Why can't my work life be like my personal life? - Employee engagement ROI chain - Culture + Tech + Data = engagement - Description of Ohana - Unifying the on-boarding... more
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Joe LaTorre, Director of Innovation at Employment Technologies, will talk with host Bruce Belfiore about emerging practices that every contact center manager should know about. Focus will be on giving you take-aways that will make your... more
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Bruce Belfiore interviews Michael Sanders on his efforts, with the non-profit NTI, to help Americans with Disabilities and Disabled Veterans back into the workplace. Through his work, he has actively placed over 650 work-at-home... more
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Bruce Belfiore interviews 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... more
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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... more
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