Workforce Management: New Insights From a Seasoned Veteran

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 ...
read more

Highlights from Call Center Campus

read more

Digital Workforce, Keeping Automation Real

Nowadays you hear a lot of companies who are doing ‘something’ with Automation (RPA) or Artificial Intelligence (AI), however, what is the real story behind it, is it truly as easy as the vendors pitch it or does it require effort?
read more

The Power of an Effective Feedback Loop

Information feedback is the lifeblood of continuous improvement for contact centers. However, most centers don't employ a structured approach to originating, processing and acting on feedback.  In this session, guest Pam Wilson explains the 4 stages required ...
read more

Fair Trade Outsourcing: Sustainable, Ethical and Profitable

 Join Bruce Belfiore and Mike Dershowitz, CEO and Managing Director of Rethink Staffing, as they discuss a novel approach to managing call centers for outperforming results and creating social and economic impact at the same time. Mike shares his philosophy ...
read more

Marijuana in the Workplace

Legal cannabis is becoming a reality, in one form or another, across the country. It brings with it numerous issues, both legal and practical, which managers should know about (there's no hiding from this one!). Christine Cunneen is an expert and speaker on ...
read more

The Knowledge Loop: Improve Your Products and Customer Experience by Leveraging Front Line Agents

How contact centers can leverage agent knowledge to improve the products they support. Design for improved Customer Experience while sharing valuable input with other departments: marketing, product development and sales. Information gathering, analysis and ...
read more

Thought Leadership in the Contact Center: You Can Do It!

Join CallTalk host Bruce Belfiore as he talks with author and speaker Mitchell Levy about ways to bring thought leadership into your life and your organization. Hear the tips he shared with his Ted Talk audience about listening, hearing, connecting and ...
read more

Contact Center Work and Life Balance

Lets face it, finding the right work-life balance in a contact center isn't easy. It takes guts to make changes in your center that allow agents to balance their personal life with the company's needs. Unfortunately for contact centers, ignoring an agent's ...
read more

The Prize at the Intersection of Experience and Engagement: Customer Loyalty

Join Bruce Belfiore for a timely interview with Bob Kobek, President of Mobius Vendor Partners and CustomerCount. Bob will address items of interest to both outbound centers and inbound centers, focusing on ways to get to the prize of customer loyalty by ...
read more

Agent Engagement & Empowerment

Maureen Lewandowski of Delta Dental of Wisconsin shares tips on how to get buy-in from your people for major initiatives. She illustrates the roles of well-structured processes and carefully chosen technologies to empower and incentivize employees to improve ...
read more

How to Lead Customer Contact Center Professionals Through Change

Change surrounds contact center managers: mergers, systems changes, organizational changes are all high-impact events that present managers with huge challenges. Join us for the final CallTalk episode of 2017 as we explore these issues with our Change ...
read more

How to Overcome Three Critical Training Challenges that Hamper Excellent Service

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.
read more

Team Huddle Boards: Enhance Communication & Maximize Efficiency

Huddles can be the team’s daily opportunity to communicate and plan. A Huddle Board is the team's tool to record important information and memorialize decisions and goals. If there is a special focus on a particular metric or initiative, the Huddle Board can ...
read more

Build a Customer-Focused Culture in Your Contact Center

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 are some important ...
read more

Delivering Profoundly Remarkable Customer Service

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 customers. Remarkable service for today’s ...
read more

Voice of the Customer and Agent Engagement: Roses, Daisies & Weeds

Agents are the heartbeat of every Call Center and are every manager's greatest challenge.  We will explore how to optimize agent engagement and get the viewpoint of a long time Call Center Pro, Michael J. Tamer.   Guest Speaker: Michael J. Tamer, CEO and ...
read more

Employee Engagement at Salesforce.com

Getting it right, right from the start! Hear about:
read more

Emerging Best Practices in Agent Screening: Success through Optimized Simulations

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 recruiting and ...
read more

Americans with Disabilities: Positively Impacting Contact Centers Nationwide

Have you considered hiring disabled workers for your at-home or brick-and-mortar contact center operations? Bruce Belfiore interviews Michael Sanders on his efforts, with the non-profit NTI, to help Americans with Disabilities and Disabled Veterans back into ...
read more

Customer Experience: New Mind Meld Methodology

Air Date: Friday, February 17, 2017 - 10AM/PT Host: Bruce Belfiore, CEO & Senior Research Analyst, BenchmarkPortal Guest Speaker: Mark Coudray, DScisive Season: 8, Episode Number: 2
read more

Call Center Employee Recognition Best Practices

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 ...
read more

Culture and Agent Compliance: Rules vs. Trust

Your own kids, the team you coach and the people you lead at work. How much do you reel them in by rules, and how much do you let them run on trust? It’s often a struggle to figure out how to get the balance right, and many managers have been hurt by ...
read more

Accountability in Your Contact Center: Tips on Making it Real

Lots of talk about employee engagement, lots of talk about inclusion in decision making.
read more

Agent Turnover and Retention: Stay Interviews to Drive Employee Engagement

Agent turnover is one of the costliest issues for Contact Centers and when the agent is heading out the door, it’s usually too late to save the agent or the day.
read more

Intentional Coaching: Everybody Wins When You Give Agents What They Want

Intentional Coaching: Everybody wins when you give Agents what they want. "Intentional Coaching is an innovative coaching approach in which supervisors are out on the floor with their agents, reinforcing what’s right and helping them go beyond fast, efficient ...
read more

Leadership and Happiness

Do Happy Leaders Lead Better? In this special episode of CallTalk, our guest argues that, in today's business organizations, great leaders usually are truly happy leaders. Does this reflect you and your contact center?
read more

Best Practices in Call Center Consolidation

In this episode, you will learn “Five Keys To Call Center Consolidation”. Consolidation is an important and complex process that needs to be approached and executed carefully.  It is crucial that you fully consider the impacts on your operations, including on ...
read more

Knowledge Management in the Contact Center

Knowledge Management tools and resources are the brain of your contact center, providing your agents with the information they need right when they need it…when developed effectively and working properly.   The effectiveness of your Knowledge Management tools ...
read more

Leadership Perspectives

Leadership Perspectives: Have you ever wondered why some people are more difficult to work with than others? No matter how hard you try, it seems impossible to see eye to eye with the other person. Believe it or not, there is a quick way to figure out why the ...
read more

Customer Experience Journey Mapping

How can an organization increase the customer satisfaction by providing a positive experience and reducing the customer’s effort?  Is your organization thinking of, or looking into, more effective and less expensive says of interacting with customers?
read more

Outbound Predictive Dailing - Is it Dead in the US?

There have been astounding changes to the outbound calling process over the years. If your company uses predictive outbound dialing or your agents are spending time performing outbound calls, you need to hear about recent federal and state changes.
read more

Before Buying WFO Technology, Listen to this: Two Emerging Changes in the Contact Center Industry

Lately, Bill has begun to detect some striking changes emerging in the contact center industry. Something that has always mystified Bill Durr is the absence of change in the industry. He sees that contact centers really don’t want to buy software, they want ...
read more

Big Data

Almost 70% of Fortune 1000 companies have Big Data initiatives. But even smaller companies are using Big Data techniques to find competitive advantages. Learn how Big Data is transforming call center operations, and why your company should be planning Big ...
read more

Inbound Sales: Accelerate your Sales Cycle

The inbound sales process is changing. In the old days, the consumer would do about 1/3 of the sales process in advance of reaching out to the call center; now this fraction has more than doubled in many cases – with important implications for sales ...
read more

Leadership Development

Leaders play a vital role in the call center, they are an important reason why people stay or leave, engage or not engage. Research shows the relationship agents have with their lead, supervisor or direct boss are key. Have your leaders gone into their ...
read more

Employee Engagement and Retention Trends

Employee engagement and retention are core talent management building blocks. Staying abreast of key trends and new approaches is important for HR professionals across disciplines. TalentKeepers’ annual Employee Engagement and Retention Trends Survey is the ...
read more

Surveys - 15 Tips to Optimize Yours

Survey Design Surveys are an important tool for measuring your customers’ and agents’ satisfaction along with identifying areas needing improvement. While a survey seems deceptively simple — it’s just a bunch of questions — getting good, valid data for ...
read more

Technology - Leveraging Industry Benchmarks to Build a Business Case

Leveraging Industry Benchmarks to Build a Business Case for a Technology Investment. Technology is a crucial component of a good contact center. Drew Wright will share his experiences as a problem solver and business case builder. He will shed light on how ...
read more

Coaching Strategy - A Success Formula

A Success Formula – How to Coach and Develop Discretionary Effort Learn how each employee is unique and valuable when properly mentored. As a coach use this knowledge to guide them through important transformations toward top performance.
read more

Process Improvement at Contact Centers - A Lean Six Sigma Approach

Customers are demanding more efficient and effective service from Contact Centers throughout all industries. Host Bruce Belfiore chats with veteran manager Walt Sweeney about a Lean Six Sigma approach to Contact Center process improvement that Contact Center ...
read more

Culture - How To Build and Work With Culture

Many of us describe our strong culture and its impact on our organization as a “secret sauce”. What are some factors that can serve a barriers to creating a strong and healthy culture?”
read more

Quality Assurance - One Minute Survey

Listen to host Bruce Belfiore interview Dayne Petersen in an illuminating discussion on Quality Assurance best practices.
read more

Caller I.D. and the Contact Center

Cost of caller identification: Even though it’s been around for decades, caller ID continues to pose problems for your contact center.  Today, we’ll be talking about why those problems are actually getting worse, and discuss some ways your contact centers can ...
read more

Highlights from Call Center Campus: Imagining Excellence in the Contact Center

After another amazing Call Center Campus event in Las Vegas this November 2014, Bruce Belfiore and Amy Novak review some of the highlights from the event. Listen as they review best practices shared in our Round Tables and Panel Discussions, as well as ...
read more

Quality Transformation

Listen now on demand to our latest CallTalk Show on Quality Transformation. Toni Roberts, Director of Delta Dental of Michigan, will share tips on breathing new life into quality at your center. This includes changing the perception of quality ownership by ...
read more

Call Center Law

Listen now on demand to our latest CallTalk Show on Call Center Law. Adam Losey, Esq., an attorney with Foley & Lardner, will share tips on monitoring communications as well as other legal issues important to contact centers. As privacy counsel for call ...
read more

Employee Recognition - Why is everyone talking about it?

Why are so many people talking about Employee Engagement? We’ll find out a few tips on the effectiveness of employee recognition and how it can potentially provide financial success to your company. Zane Safrit, CEO, Business Consultant, and Author will share ...
read more

Agent Motivation and Coaching - The Positive Coaching Approach

What is the Positive Coach Approach? Positive Coach is designed to help call center coaches learn how to cultivate great agents. This approach will lessen the work load on managers and quality assurance departments, and foster a more open and competent work ...
read more

Customer Effort - Is this the new Net Promoter Score?

Just because research is published on the internet or in a business journal does not mean the research findings are true. Look at survey methodology and design to determine validity. Join host BenchmarkPortal CEO Bruce Belfiore and guest host Frederick Van ...
read more

Gamification Principles and Best Practices

Join host BenchmarkPortal CEO Bruce Belfiore and guest host Bob Cowen, Snowfly, as they discuss gamification principles and best practices. What is it, why all of the hype, and how can we use it for our daily challenges like retention, adherence, quality, ...
read more

Is The Net Promoter Score The One Number You Need to Know

Unless we're in a churn and burn business, customer retention is critical to achieve long term profitability. But how do we know what drives customer retention? We may have lots of anecdotal data, but can we be scientific to identify those customers are very ...
read more

Virtual Agents – Ideas for Implementing a Home Based Support Center

We will be discussing the reasons why Support Organizations choose to go virtual, advantages to leverage, roadblocks to avoid, and some lessons learned from out in the field.
read more

Management: Generation Y in the Contact Center

Understanding Millennials: Who Are They? What drives them? What are their significant attributes? Considerations when managing this Generation: Implications on Scheduling, Work diversity, Training / Coaching, Contact Center and Corporate culture; Leveraging ...
read more

Management: Are You Parenting or Managing Your Staff

Do you want to improve your performance and the performance of your staff?  Of course, the answer is yes. We all do.  But first we need distinctions between managing and parenting–as well as managing and leading–so managers (and everyone else) can develop ...
read more

Delivering Quality: Sysco's Service with a S.M.I.L.E.

Ed shares how Sysco has improved their average quality score from 88.7% to 94%, and reduced turnover by 15%.  They are delivering service with a S.M.I.L.E. Ed has held a number of positions in warehousing, transportation and information technology operations ...
read more

Voice of the Customer

Steve Ellis will share five key steps to designing an effective Voice of the Customer program that focuses on the customer experience and drives continuous improvement throughout the organization.
read more

Articles & News

see all