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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

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

Location:

Santa Barbara, CA

Networks:

BlogTalkRadio

Description:

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

Language:

English

Contact:

126 E. Constance Avenue Santa Barbara, CA 93105 800-214-8929


Episodes

Pivoting from Office to Remote – Making it Work

8/5/2020
…And that’s why we wanted to talk more about the shift to remote contact centers, and we have brought in an expert on the topic for you, Fabrice Martin, CPO at Clarabridge. Welcome to the show Fabrice. Guest: Fabrice Martin, CPO at Clarabridge Fabrice is responsible for the vision, roadmap and go-to-market strategy for the Clarabridge CX Suite of products. He brings more than two decades of experience launching new products and business applications focused on solving large, complex...

Duration:00:31:06

Customer Experience & Your Company’s Human Brand in 2020 | Guest: Craig Binkley

7/22/2020
2020 has created an intense focus for companies to reconsider their relationship with customers and how they serve them. The vision and promise of good Customer Experience often talks about creating“wows” with customers at scale. Yet many of the tech stack tools and operating metrics that dominate the industry discussion can detract from the fundamental human interaction that drives those positive customer responses. And many companies have yet to create true Customer Experience capabilities...

Duration:00:37:10

Contact Center Technology: Embrace It – Leverage It – Promote It!

6/17/2020
Are you implementing new contact center technology? Join us as we discuss tips and benefits on how to embrace the technology to transform the customer, employee and business experience by leveraging it within and beyond your department while promoting the benefits, results and successes throughout your organization.

Duration:00:38:02

How A.I. is Transforming Contact Centers & Saving You Money

5/13/2020
Are you struggling with scaling cll capacity in this time of pandemic? Could you leverage artificial intelligence to make your calls smarter? This episode of CallTalk will provide tips and insights on how to properly assess AI for your center's needs, keep the call flows going, and make you a hero to your CFO by reducing costs. This will include definitions of AI and examples of implementations. Guest: Tim McLain A passionate technologist at heart with more than 25 years of marketing...

Duration:00:32:48

Busting the Barriers to Success: Your Center and Back Office Functions

4/15/2020
Agents complain they can’t find customer data because the software is out of date. Managers take too much time to finish weekly reports. BI software is out of date and not capturing the right analytics. If these things sound familiar, you will want to join our discussion on the next CallTalk podcast. Our guest Nancy Munro, CEO of Verbal Transactions will speak about the importance of aligning back office functionality to improve customer service and ensure you’re managing to the right...

Duration:00:33:42

MANAGING WITH COVID-19 | BenchmarkPortal's Virtual Town Hall

4/3/2020
Join us for a free, fact-filled session on what you can do to manage your center through the Coronavirus pandemic. Information you can really usePanelists representing large, medium and small contact centersFocus on new insights, not same old platitudes Forty-five minutes of meaty discussion and storytelling from managers who are on the front lines managing through this crisis right now. No sponsors, no vendors, no commercials. Just great information and tips on how to manage through this...

Duration:00:59:28

Let’s Clear the Smoke: Drug Testing, Background Screening, and COVID-19

3/18/2020
Join Christine Cunneen, CEO of Hire Image, a nationally accredited background screening company, as she shares helpful information about the latest drug testing and background screening trends facing call centers. Learn what is happening with marijuana legislation across the country, the latest drug testing developments, and other state and local updates affecting the industry in 2020. Guest: Christine Cunneen | Hire Image As CEO of Hire Image LLC, Christine Cunneen sets the company’s vision...

Duration:00:30:49

Let’s Clear the Smoke about Drug Testing and Background Screening: 2020 Update

3/18/2020
Join Christine Cunneen, CEO of Hire Image, a nationally accredited background screening company, as she shares helpful information about the latest drug testing and background screening trends facing call centers. Learn what is happening with marijuana legislation across the country, the latest drug testing developments, and other state and local updates affecting the industry in 2020. Guest: Christine Cunneen | Hire Image As CEO of Hire Image LLC, Christine Cunneen sets the company’s vision...

Duration:00:30:49

SPECIAL CALLTALK: Coronavirus & Contact Center Management

3/12/2020
Guest Dr. Charles Fenzi and our host, Bruce Belfiore, author of Coronavirus and your Call Center: Don’t Panic – Plan and Prepare, which focuses on how to show true management leadership in the face of this crisis. This special episode of CallTalk™ is dedicated to providing you information and advice that will make you better able to display, and develop, your management skills in a time of Coronavirus. Learn ways to protect your most precious assets - - your colleagues - - while serving your...

Duration:00:33:43

Living Wage vs. Market Wage: Pros, Cons, Whys & Hows for Contact Center Manager

2/26/2020
Join Bruce Belfiore as he talks with Mike Dershowitz about the market and corporate forces that push us to offer compensation based on market conditions, and about the human and political elements that push toward offering “living wage” compensation. Mike will build on concepts he first shared with us during his previous appearance on CallTalk (“Fair Trade Outsourcing: Ethical and Profitable”) and will unpack the many issues surrounding the living wage issue. He will draw on his experiences...

Duration:00:35:19

Hidden Obstacles to Outstanding Contact Center Service

10/31/2019
Are you endlessly trying to get agents to improve their customer service? There might be a culprit you’ve never considered. Discover hidden and counterintuitive obstacles that hurt agent performance. You’ll learn: Why rewards and games often makes service quality worseHow wall boards can increase your queuesWhat secret your agents know that can immediately improve service Guest Jeff Toister Jeff Toister is a best selling author who has written three customer service books, including Getting...

Duration:00:37:31

Agent Performance and Quality Training

7/31/2019
Ever have a bad experience with a contact center agent? Why do you think this happened? One answer may be poor training or poor coaching – either way these situations can be avoided. Join us for our next discussion to hear Nancy Munro share tips and advice on how contact centers can build better and more effective training programs. Guest: Nancy Munro, CEO of Verbal Transactions, has over 28 years in helping organizations implement and deploy voice enablement solutions. Nancy has worked with...

Duration:00:32:58

Incentives, Gamification and Engagement - a new take

6/19/2019
Gamification and Engagement have been used in contact centers for some time now and so far, the results have been… mixed. Why do some Gamification and Engagement programs work so well for some organizations, and fall flat for others? Fresh out of the military and religious service, Elijah stumbled upon Snowfly, a leading gamification-based incentive, engagement, and analytics company, that did things differently. It’s a company that focused on people and understood and leveraged human...

Duration:00:35:30

Contact Center Associations: Leveraging Information and Networking

5/22/2019
Contact center industry associations can contribute a lot to the success of your center and your career. However, many managers don't consider joining or, if they do, fail to make the most of their investment. We have brought in an expert who has seen this from both sides, and can tell you how to make the most of the opportunities that associations offer.

Duration:00:30:59

Conversational Virtual Agents: Advantages and Caveats

4/10/2019
"Conversational Virtual Agent (sometimes known as chatbots) are all the rage. There has been an explosion, with easily accessed and low-priced conversational frameworks from the likes of Amazon and Google. However, while it’s easy to put together a bad conversational application, developing and deploying one that actually provides a useful service for everyone involved is a different matter. Join this show to hear about the different channels on which virtual agents can act, how their...

Duration:00:32:53

Customer Care in a “Transhuman Era”

3/20/2019
Technology is impacting every aspect of our lives from home shopping, home deliveries, video streaming, voice activated home hubs, to kids paying to watch their favorite gamers … well play Video Games. Technology developments in Customer Care world are also developing at a dizzying pace and the increased use of live chat, SMS, Social Channels and Chat Bots in customer care are staggering)

Duration:00:32:03

Drama, The Poison of Customer Service

2/6/2019
The Call Center industry can be full of drama that can be a poison to the customer experience, employee satisfaction, agent retention and your overall center performance. In this episode, we will learn how to identify different types of drama and discuss things you can do right now to overcome the negativity associated with drama.

Duration:00:35:58

Changing the way collection agencies are viewed by being Ridiculously Nice!

1/23/2019
Has the collections industry taken a few black eyes through the years? Yet, your specific company was not at fault? Does your company get “stereotyped” unfairly Our guest today, owns a collection agency that is intent on changing the way collection agencies are viewed - - by being ridiculously nice. Not just nice, ridiculously nice. Today, we are going to talk to CEO of Americollect, Kenlyn T. Gretz who will explain how to change the way collection agencies are viewed by being ridiculously...

Duration:00:32:50

Turning Your Contact Center into a Profit Center by Leveraging Chat

12/21/2018
Contact centers are under increasing pressure to become profit centers and leverage new channels of engaging customers. Live chat is growing in use--especially among millennial customers--and chat communications can be optimized using machine learning in order to improve engagement, reduce cost and grow sales.

Duration:00:41:47

Workforce Management: New Insights From a Seasoned Veteran

11/20/2018
Workforce Management is both science and art. Hear the voice of experience as Rick Lee, Workforce Manager for Convergys, is interviewed by host Bruce Belfiore on his WFM best practices tips. Practitioners who are looking for a deeper level of WFM insight should join this episode.

Duration:00:36:40