--- title: CallTalk™ Radio Show | BenchmarkPortal (2) description: A fun and informative on-line program for the customer service industry. Broadcast monthly, directly over the Internet to your desktop, CallTalk covers hot topics that impact today’s call center. (2) --- - [My Account](https://www.benchmarkportal.com/my-account/edit-account/) - [Upcoming Courses](https://www.benchmarkportal.com/upcoming-contact-center-certification-training-courses/) - [Discover](https://www.benchmarkportal.com/discover-us/) - [Store](https://www.benchmarkportal.com/store/) - [Contact](https://www.benchmarkportal.com/contact-benchmarkportal/) [![bmp-logo-source-below](https://resources.benchmarkportal.com/hs-fs/hubfs/bmp-logo-source-below.png?width=196&height=64&name=bmp-logo-source-below.png)](https://www.benchmarkportal.com) - [BMP ConneX](https://www.benchmarkportal.com/bmp-connex/) - [Technology](https://www.benchmarkportal.com/bmp_connex_tech/) - [Case Studies](https://www.benchmarkportal.com/bmp-connex-case-studies/) - [Benchmarking](https://www.benchmarkportal.com/contact-center-benchmarking/) - [Benchmark Your Center](https://www.benchmarkportal.com/benchmark-your-contact-center/) - [Top Contact Centers Contest](https://www.benchmarkportal.com/top-contact-centers-contest/) - [iBenchmark](https://www.benchmarkportal.com/ibenchmark/) - [Industry Reports](https://www.benchmarkportal.com/contact-center-industry-reports/) - [Certification](https://www.benchmarkportal.com/contact-center-certification/) - [Assessments](https://www.benchmarkportal.com/contact-center-assessments/) - [Training](https://www.benchmarkportal.com/contact-center-training/) - [AI in the Contact Center](https://www.benchmarkportal.com/ai-for-contact-center-professionals-certification/) - [Management Certification](https://www.benchmarkportal.com/contact-center-manager-training-certification/) - [Supervisor Certification](https://www.benchmarkportal.com/contact-center-supervisor-training/) - [Quality Assurance Certification](https://www.benchmarkportal.com/call-center-quality-assurance-training-certification/) - [Workforce Manager Certification](https://www.benchmarkportal.com/contact-center-workforce-manager-training-certification/) - [Coaching for Performance](https://www.benchmarkportal.com/contact-center-coaching-for-performance/) - [Agent Certification](https://www.benchmarkportal.com/call-center-agent-training-certification/) - [Agent Soft-Skills](https://www.benchmarkportal.com/contact-center-agent-soft-skills-training/) - Learning Chanel - [Call Center Learning Channel](https://www.benchmarkportal.com/call-center-learning-channel/) - [Call Center Learning Channel Plus](https://www.benchmarkportal.com/call-center-learning-channel-plus/) - [Resources](https://www.benchmarkportal.com/resources/) - [Publications](https://www.benchmarkportal.com/contact-center-publications/) - [Mastery eBook Series](https://www.benchmarkportal.com/contact-center-training-free-downloads/) - [Blog: Articles & Tips](https://resources.benchmarkportal.com/contact-center-articles) - [Blog: Agent Voices](https://resources.benchmarkportal.com/contact-center-articles/topic/agent-voices) - [Books](https://www.benchmarkportal.com/contact-center-books/) - [White Papers](https://www.benchmarkportal.com/contact-center-white-papers/) - [Research Reports](https://www.benchmarkportal.com/contact-center-research-reports/) - [Glossary of Terms](https://www.benchmarkportal.com/glossary-of-terms/) - - [CallTalk Radio Show](https://www.benchmarkportal.com/calltalk-radio-show/) - [CallTalk Archives](https://resources.benchmarkportal.com/calltalk) - - [News](https://www.benchmarkportal.com/contact-center-news/) - [Contact Centers and COVID-19](https://resources.benchmarkportal.com/covid-19) - [Press Releases](https://resources.benchmarkportal.com/news/tag/press-releases) - [Testimonials](https://www.benchmarkportal.com/contact-center-videos/) - [Videos](https://www.benchmarkportal.com/contact-center-videos/) - [Partners](https://www.benchmarkportal.com/partners/) - [FAQ](https://www.benchmarkportal.com/faq/) - - [Discover Us](https://www.benchmarkportal.com/discover-us/) - [Contact](https://www.benchmarkportal.com/contact-benchmarkportal/) - [About](https://www.benchmarkportal.com/about-benchmarkportal/) - [Our Team](https://www.benchmarkportal.com/our-team/) - [Career Opportunities](https://www.benchmarkportal.com/career-opportunities/) Search ... # CallTalk™ Radio Show Archive ## BenchmarkPortal ### Recent Posts ## [The Knowledge Loop: Improve Your Products and Customer Experience by Leveraging Front Line Agents | Guest: Dr. Fred Van Bennekom](https://resources.benchmarkportal.com/calltalk/the-knowledge-loop-improve-your-products-and-customer-experience-by-leveraging-front-line-agents) May 8, 2018, 9:27:54 AM | [CallTalk Radio Show](https://resources.benchmarkportal.com/calltalk/topic/calltalk-radio-show), [CallTalk](https://resources.benchmarkportal.com/calltalk/topic/calltalk), [CallTalk Season 9](https://resources.benchmarkportal.com/calltalk/topic/calltalk-season-9), [Knowledge Loop](https://resources.benchmarkportal.com/calltalk/topic/knowledge-loop) 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](https://resources.benchmarkportal.com/calltalk/the-knowledge-loop-improve-your-products-and-customer-experience-by-leveraging-front-line-agents) ## [Thought Leadership in the Contact Center: You Can Do It! | Guest: Mitchell Levy](https://resources.benchmarkportal.com/calltalk/thought-leadership-in-the-contact-center-you-can-do-it) Apr 5, 2018, 1:02:51 PM | [CallTalk Radio Show](https://resources.benchmarkportal.com/calltalk/topic/calltalk-radio-show), [CallTalk](https://resources.benchmarkportal.com/calltalk/topic/calltalk), [CallTalk Season 9](https://resources.benchmarkportal.com/calltalk/topic/calltalk-season-9), [Thought Leadership](https://resources.benchmarkportal.com/calltalk/topic/thought-leadership) 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](https://resources.benchmarkportal.com/calltalk/thought-leadership-in-the-contact-center-you-can-do-it) ## [Contact Center Work and Life Balance | Guest: Sean Vierling](https://resources.benchmarkportal.com/calltalk/contact-center-work-and-life-balance) Mar 12, 2018, 5:26:01 PM | [CallTalk Radio Show](https://resources.benchmarkportal.com/calltalk/topic/calltalk-radio-show), [Balancing Life and Work](https://resources.benchmarkportal.com/calltalk/topic/balancing-life-and-work), [Customer Service](https://resources.benchmarkportal.com/calltalk/topic/customer-service), [CallTalk](https://resources.benchmarkportal.com/calltalk/topic/calltalk), [CallTalk Season 9](https://resources.benchmarkportal.com/calltalk/topic/calltalk-season-9) 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](https://resources.benchmarkportal.com/calltalk/contact-center-work-and-life-balance) ## [The Prize at the Intersection of Experience and Engagement: Customer Loyalty | Guest: Bob Kobek](https://resources.benchmarkportal.com/calltalk/customer-loyalty) Feb 9, 2018, 10:39:41 AM | [CallTalk Radio Show](https://resources.benchmarkportal.com/calltalk/topic/calltalk-radio-show), [Customer Service](https://resources.benchmarkportal.com/calltalk/topic/customer-service), [CallTalk](https://resources.benchmarkportal.com/calltalk/topic/calltalk), [CallTalk Season 9](https://resources.benchmarkportal.com/calltalk/topic/calltalk-season-9), [customer loyalty](https://resources.benchmarkportal.com/calltalk/topic/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](https://resources.benchmarkportal.com/calltalk/customer-loyalty) ## [Agent Engagement & Empowerment | Guest:  Maureen Lewandowski](https://resources.benchmarkportal.com/calltalk/agent-engagement-empowerment) Jan 15, 2018, 3:42:55 PM | [CallTalk Radio Show](https://resources.benchmarkportal.com/calltalk/topic/calltalk-radio-show), [Call Center Training](https://resources.benchmarkportal.com/calltalk/topic/call-center-training), [Customer Service](https://resources.benchmarkportal.com/calltalk/topic/customer-service), [agent training](https://resources.benchmarkportal.com/calltalk/topic/agent-training), [CallTalk](https://resources.benchmarkportal.com/calltalk/topic/calltalk), [training](https://resources.benchmarkportal.com/calltalk/topic/training), [CallTalk Season 9](https://resources.benchmarkportal.com/calltalk/topic/calltalk-season-9) 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](https://resources.benchmarkportal.com/calltalk/agent-engagement-empowerment) ## [How to Lead Customer Contact Center Professionals Through Change | Guest: Steve Ellis](https://resources.benchmarkportal.com/calltalk/how-to-lead-customer-contact-center-professionals-through-change) Dec 5, 2017, 2:04:32 PM | [CallTalk Radio Show](https://resources.benchmarkportal.com/calltalk/topic/calltalk-radio-show), [Call Center Training](https://resources.benchmarkportal.com/calltalk/topic/call-center-training), [Customer Service](https://resources.benchmarkportal.com/calltalk/topic/customer-service), [CallTalk Season 8](https://resources.benchmarkportal.com/calltalk/topic/season-8), [agent training](https://resources.benchmarkportal.com/calltalk/topic/agent-training), [CallTalk](https://resources.benchmarkportal.com/calltalk/topic/calltalk), [training](https://resources.benchmarkportal.com/calltalk/topic/training) 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](https://resources.benchmarkportal.com/calltalk/how-to-lead-customer-contact-center-professionals-through-change) ## [How to Overcome Three Critical Training Challenges that Hamper Excellent Service | Guest: Connor Burt](https://resources.benchmarkportal.com/calltalk/how-to-overcome-training-challenges-that-hamper-excellent-service) Oct 18, 2017, 9:44:41 AM | [CallTalk Radio Show](https://resources.benchmarkportal.com/calltalk/topic/calltalk-radio-show), [Call Center Training](https://resources.benchmarkportal.com/calltalk/topic/call-center-training), [Customer Service](https://resources.benchmarkportal.com/calltalk/topic/customer-service), [CallTalk Season 8](https://resources.benchmarkportal.com/calltalk/topic/season-8), [agent training](https://resources.benchmarkportal.com/calltalk/topic/agent-training), [CallTalk](https://resources.benchmarkportal.com/calltalk/topic/calltalk), [training](https://resources.benchmarkportal.com/calltalk/topic/training) 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](https://resources.benchmarkportal.com/calltalk/how-to-overcome-training-challenges-that-hamper-excellent-service) ## [Team Huddle Boards: Enhance Communication & Maximize Efficiency | Guest: Debbie Frazier](https://resources.benchmarkportal.com/calltalk/contact-center-team-huddle-boards) Sep 13, 2017, 10:52:32 AM | [CallTalk Radio Show](https://resources.benchmarkportal.com/calltalk/topic/calltalk-radio-show), [Team Meetings](https://resources.benchmarkportal.com/calltalk/topic/team-meetings), [Customer Service](https://resources.benchmarkportal.com/calltalk/topic/customer-service), [CallTalk Season 8](https://resources.benchmarkportal.com/calltalk/topic/season-8), [Customer Focused Culture](https://resources.benchmarkportal.com/calltalk/topic/customer-focused-culture), [Team Development](https://resources.benchmarkportal.com/calltalk/topic/team-development), [CallTalk](https://resources.benchmarkportal.com/calltalk/topic/calltalk), [Huddle Boards](https://resources.benchmarkportal.com/calltalk/topic/huddle-boards) 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](https://resources.benchmarkportal.com/calltalk/contact-center-team-huddle-boards) ## [Build a Customer-Focused Culture in Your Contact Center | Guest: Jeff Toister](https://resources.benchmarkportal.com/calltalk/contact-center-customer-focused-culture) Aug 11, 2017, 4:41:44 PM | [CallTalk Radio Show](https://resources.benchmarkportal.com/calltalk/topic/calltalk-radio-show), [Customer Service](https://resources.benchmarkportal.com/calltalk/topic/customer-service), [CallTalk Season 8](https://resources.benchmarkportal.com/calltalk/topic/season-8), [Customer Focused Culture](https://resources.benchmarkportal.com/calltalk/topic/customer-focused-culture) 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](https://resources.benchmarkportal.com/calltalk/contact-center-customer-focused-culture) ## [Delivering Profoundly Remarkable Customer Service | Guest: Chip R Bell](https://resources.benchmarkportal.com/calltalk/delivering-remarkable-customer-service) Jul 21, 2017, 2:39:17 PM | [CallTalk Radio Show](https://resources.benchmarkportal.com/calltalk/topic/calltalk-radio-show), [Customer Service](https://resources.benchmarkportal.com/calltalk/topic/customer-service), [CallTalk Season 8](https://resources.benchmarkportal.com/calltalk/topic/season-8), [Customer Experience](https://resources.benchmarkportal.com/calltalk/topic/customer-experience) 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](https://resources.benchmarkportal.com/calltalk/delivering-remarkable-customer-service) ## [Voice of the Customer and Agent Engagement: Roses, Daisies & Weeds | Guest: Michael J. Tamer](https://resources.benchmarkportal.com/calltalk/voice-of-customer-agent-engagement) Jun 26, 2017, 12:15:18 PM | [CallTalk Radio Show](https://resources.benchmarkportal.com/calltalk/topic/calltalk-radio-show), [CallTalk Season 8](https://resources.benchmarkportal.com/calltalk/topic/season-8), [Agent Engagement](https://resources.benchmarkportal.com/calltalk/topic/agent-engagement) 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. [read more](https://resources.benchmarkportal.com/calltalk/voice-of-customer-agent-engagement) ## [Employee Engagement at Salesforce.com | Guest: David Kingsley](https://resources.benchmarkportal.com/calltalk/employee-engagement) May 30, 2017, 6:37:05 PM | [CallTalk Radio Show](https://resources.benchmarkportal.com/calltalk/topic/calltalk-radio-show), [Employee Engagement](https://resources.benchmarkportal.com/calltalk/topic/employee-engagement), [CallTalk Season 8](https://resources.benchmarkportal.com/calltalk/topic/season-8) Getting it right, right from the start! Hear about: [read more](https://resources.benchmarkportal.com/calltalk/employee-engagement) ## [Emerging Best Practices in Agent Screening: Success through Optimized Simulations | Guest: Joe LaTorre](https://resources.benchmarkportal.com/calltalk/best-practices-call-center-agent-screening) Apr 17, 2017, 9:40:32 AM | [CallTalk Radio Show](https://resources.benchmarkportal.com/calltalk/topic/calltalk-radio-show), [Best Practices](https://resources.benchmarkportal.com/calltalk/topic/best-practices), [CallTalk Season 8](https://resources.benchmarkportal.com/calltalk/topic/season-8) 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](https://resources.benchmarkportal.com/calltalk/best-practices-call-center-agent-screening) ## [Americans with Disabilities: Positively Impacting Contact Centers Nationwide | Guest: Michael Sanders](https://resources.benchmarkportal.com/calltalk/call-center-americans-with-disabilities) Mar 27, 2017, 2:16:00 PM | [CallTalk Radio Show](https://resources.benchmarkportal.com/calltalk/topic/calltalk-radio-show), [CallTalk Season 8](https://resources.benchmarkportal.com/calltalk/topic/season-8) 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](https://resources.benchmarkportal.com/calltalk/call-center-americans-with-disabilities) ## [Customer Experience: New Mind Meld Methodology | Guest: Mark Coudray](https://resources.benchmarkportal.com/calltalk/customer-experience-new-mind-meld-methodology) Feb 14, 2017, 2:47:46 PM | [CallTalk Radio Show](https://resources.benchmarkportal.com/calltalk/topic/calltalk-radio-show), [CallTalk Season 8](https://resources.benchmarkportal.com/calltalk/topic/season-8), [Customer Experience](https://resources.benchmarkportal.com/calltalk/topic/customer-experience) Bruce Belfiore will interview 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 well as an increase ... [read more](https://resources.benchmarkportal.com/calltalk/customer-experience-new-mind-meld-methodology) ## [Call Center Employee Recognition Best Practices | Guest: Christopher Tomsa](https://resources.benchmarkportal.com/calltalk/call-center-employee-recognition-best-practices) Jan 16, 2017, 11:22:05 AM | [CallTalk Radio Show](https://resources.benchmarkportal.com/calltalk/topic/calltalk-radio-show), [CallTalk Season 8](https://resources.benchmarkportal.com/calltalk/topic/season-8), [Employee Recognition](https://resources.benchmarkportal.com/calltalk/topic/employee-recognition) 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](https://resources.benchmarkportal.com/calltalk/call-center-employee-recognition-best-practices) ## [Culture and Agent Compliance: Rules vs. Trust | Guest: Marge Robba](https://resources.benchmarkportal.com/calltalk/culture-agent-compliance-rules-vs-trust) Dec 15, 2016, 2:58:46 PM | [CallTalk Radio Show](https://resources.benchmarkportal.com/calltalk/topic/calltalk-radio-show), [CallTalk Season 7](https://resources.benchmarkportal.com/calltalk/topic/season-7), [Agent Compliance](https://resources.benchmarkportal.com/calltalk/topic/agent-compliance) 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](https://resources.benchmarkportal.com/calltalk/culture-agent-compliance-rules-vs-trust) ## [Accountability in Your Contact Center: Tips on Making it Real | Guest: Debbie Frazier](https://resources.benchmarkportal.com/calltalk/calltalk-radio-show-accountability) Nov 16, 2016, 4:04:15 PM | [CallTalk Radio Show](https://resources.benchmarkportal.com/calltalk/topic/calltalk-radio-show), [CallTalk Season 7](https://resources.benchmarkportal.com/calltalk/topic/season-7), [Accountability](https://resources.benchmarkportal.com/calltalk/topic/accountability) Lots of talk about employee engagement, lots of talk about inclusion in decision making. What about accountability for our employees... and what about accountability for us as managers? We talk with Debbie Frazier on what accountability in a call center means ... [read more](https://resources.benchmarkportal.com/calltalk/calltalk-radio-show-accountability) ## [Agent Turnover and Retention: Stay Interviews to Drive Employee Engagement | Guest: Chris Mulligan](https://resources.benchmarkportal.com/calltalk/calltalk-radio-show-agent-turnover-retention-stay-interviews-drive-employee-engagement) Sep 19, 2016, 1:01:29 PM | [CallTalk Radio Show](https://resources.benchmarkportal.com/calltalk/topic/calltalk-radio-show), [Agent Turnover](https://resources.benchmarkportal.com/calltalk/topic/agent-turnover), [CallTalk Season 7](https://resources.benchmarkportal.com/calltalk/topic/season-7) 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. Our guest, Chris Mulligan, from Talent Keepers, talks about Stay Interviews and, in particular, a ... [read more](https://resources.benchmarkportal.com/calltalk/calltalk-radio-show-agent-turnover-retention-stay-interviews-drive-employee-engagement) ## [Intentional Coaching: Everybody Wins When You Give Agents What They Want | Guest: Barbara Burke](https://resources.benchmarkportal.com/calltalk/intentional-coaching-everybody-wins-when-you-give-agents-what-they-want) Aug 19, 2016, 1:11:35 PM | [CallTalk Radio Show](https://resources.benchmarkportal.com/calltalk/topic/calltalk-radio-show), [Intentional Coaching](https://resources.benchmarkportal.com/calltalk/topic/intentional-coaching), [CallTalk Season 7](https://resources.benchmarkportal.com/calltalk/topic/season-7) "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 transaction handling, to creating a positive customer experience. ... [read more](https://resources.benchmarkportal.com/calltalk/intentional-coaching-everybody-wins-when-you-give-agents-what-they-want) ## [Leadership and Happiness | Guest: Charles Paelinck](https://resources.benchmarkportal.com/calltalk/calltalk-radio-show-happy-leader) Jul 14, 2016, 2:38:30 PM | [CallTalk Radio Show](https://resources.benchmarkportal.com/calltalk/topic/calltalk-radio-show), [Leadership Development](https://resources.benchmarkportal.com/calltalk/topic/leadership-development), [CallTalk Season 7](https://resources.benchmarkportal.com/calltalk/topic/season-7) 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](https://resources.benchmarkportal.com/calltalk/calltalk-radio-show-happy-leader) ## [Best Practices in Call Center Consolidation | Guest: Tim Rauschenbach](https://resources.benchmarkportal.com/calltalk/calltalk-radio-show-best-practices-call-center-consolidation) Jun 23, 2016, 11:38:12 AM | [CallTalk Radio Show](https://resources.benchmarkportal.com/calltalk/topic/calltalk-radio-show), [Best Practices](https://resources.benchmarkportal.com/calltalk/topic/best-practices), [CallTalk Season 7](https://resources.benchmarkportal.com/calltalk/topic/season-7), [Consolidation](https://resources.benchmarkportal.com/calltalk/topic/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](https://resources.benchmarkportal.com/calltalk/calltalk-radio-show-best-practices-call-center-consolidation) ## [Knowledge Management in the Contact Center | Guest: Brian Golden](https://resources.benchmarkportal.com/calltalk/calltalk-radio-show-knowledge-management-contact-center) May 28, 2016, 11:43:29 AM | [CallTalk Radio Show](https://resources.benchmarkportal.com/calltalk/topic/calltalk-radio-show), [Knowledge Management](https://resources.benchmarkportal.com/calltalk/topic/knowledge-management), [CallTalk Season 7](https://resources.benchmarkportal.com/calltalk/topic/season-7) 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](https://resources.benchmarkportal.com/calltalk/calltalk-radio-show-knowledge-management-contact-center) ## [Leadership Perspectives | Guest: Sheena Monnin](https://resources.benchmarkportal.com/calltalk/calltalk-radio-show-leadership-perspectives) Apr 13, 2016, 11:00:29 AM | [CallTalk Radio Show](https://resources.benchmarkportal.com/calltalk/topic/calltalk-radio-show), [Leadership Development](https://resources.benchmarkportal.com/calltalk/topic/leadership-development), [CallTalk Season 7](https://resources.benchmarkportal.com/calltalk/topic/season-7) 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](https://resources.benchmarkportal.com/calltalk/calltalk-radio-show-leadership-perspectives) ## [Customer Experience Journey Mapping | Guest: Amy Novak](https://resources.benchmarkportal.com/calltalk/calltalk-radio-show-customer-experience-journey-mapping) Mar 23, 2016, 11:00:56 AM | [CallTalk Radio Show](https://resources.benchmarkportal.com/calltalk/topic/calltalk-radio-show), [CallTalk Season 7](https://resources.benchmarkportal.com/calltalk/topic/season-7), [Customer Experience](https://resources.benchmarkportal.com/calltalk/topic/customer-experience) 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? The ... [read more](https://resources.benchmarkportal.com/calltalk/calltalk-radio-show-customer-experience-journey-mapping) ## [Outbound Predictive Dailing - Is it Dead in the US? | Guest: Alex Demczak](https://resources.benchmarkportal.com/calltalk/calltalk-radio-show-outbound-predictive-dailing-dead-us) Feb 17, 2016, 11:02:39 AM | [CallTalk Radio Show](https://resources.benchmarkportal.com/calltalk/topic/calltalk-radio-show), [Outbound Calls](https://resources.benchmarkportal.com/calltalk/topic/outbound-calls), [CallTalk Season 7](https://resources.benchmarkportal.com/calltalk/topic/season-7) 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](https://resources.benchmarkportal.com/calltalk/calltalk-radio-show-outbound-predictive-dailing-dead-us) ## [Before Buying WFO Technology, Listen to this: Two Emerging Changes in the Contact Center Industry | Guest: William Durr](https://resources.benchmarkportal.com/calltalk/calltalk-radio-show-buying-wfo-technology-listen-two-emerging-changes-contact-center-industry) Jan 13, 2016, 11:08:49 AM | [CallTalk Radio Show](https://resources.benchmarkportal.com/calltalk/topic/calltalk-radio-show), [Workforce Management](https://resources.benchmarkportal.com/calltalk/topic/workforce-management), [CallTalk Season 7](https://resources.benchmarkportal.com/calltalk/topic/season-7) 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](https://resources.benchmarkportal.com/calltalk/calltalk-radio-show-buying-wfo-technology-listen-two-emerging-changes-contact-center-industry) ## [Big Data | Guest: Geoff Colgan](https://resources.benchmarkportal.com/calltalk/calltalk-radio-show-big-data) Nov 18, 2015, 11:00:42 AM | [CallTalk Radio Show](https://resources.benchmarkportal.com/calltalk/topic/calltalk-radio-show), [Big Data](https://resources.benchmarkportal.com/calltalk/topic/big-data), [CallTalk Season 6](https://resources.benchmarkportal.com/calltalk/topic/season-6) 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](https://resources.benchmarkportal.com/calltalk/calltalk-radio-show-big-data) ## [Inbound Sales: Accelerate your Sales Cycle | Guest: Mark Coudray](https://resources.benchmarkportal.com/calltalk/calltalk-radio-show-inbound-sales-accelerate-sales-cycle) Oct 14, 2015, 11:51:07 AM | [CallTalk Radio Show](https://resources.benchmarkportal.com/calltalk/topic/calltalk-radio-show), [Inbound Sales](https://resources.benchmarkportal.com/calltalk/topic/inbound-sales), [CallTalk Season 6](https://resources.benchmarkportal.com/calltalk/topic/season-6) 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](https://resources.benchmarkportal.com/calltalk/calltalk-radio-show-inbound-sales-accelerate-sales-cycle) ## [Leadership Development | Guest: Chris Abel](https://resources.benchmarkportal.com/calltalk/calltalk-radio-show-leadership-development) Sep 16, 2015, 11:43:40 AM | [CallTalk Radio Show](https://resources.benchmarkportal.com/calltalk/topic/calltalk-radio-show), [Leadership Development](https://resources.benchmarkportal.com/calltalk/topic/leadership-development), [CallTalk Season 6](https://resources.benchmarkportal.com/calltalk/topic/season-6) 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](https://resources.benchmarkportal.com/calltalk/calltalk-radio-show-leadership-development) ## [Employee Engagement and Retention Trends | Guest: Chris Abel](https://resources.benchmarkportal.com/calltalk/calltalk-radio-show-employee-engagement-retention-trends) Sep 16, 2015, 11:00:40 AM | [CallTalk Radio Show](https://resources.benchmarkportal.com/calltalk/topic/calltalk-radio-show), [Employee Engagement](https://resources.benchmarkportal.com/calltalk/topic/employee-engagement), [Retention Trends](https://resources.benchmarkportal.com/calltalk/topic/retention-trends), [CallTalk Season 6](https://resources.benchmarkportal.com/calltalk/topic/season-6) 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](https://resources.benchmarkportal.com/calltalk/calltalk-radio-show-employee-engagement-retention-trends) ## [Surveys - 15 Tips to Optimize Yours | Guest: Dr. Fred Van Bennekom](https://resources.benchmarkportal.com/calltalk/calltalk-radio-show-surveys-15-tips-optimize) Sep 15, 2015, 11:32:47 AM | [CallTalk Radio Show](https://resources.benchmarkportal.com/calltalk/topic/calltalk-radio-show), [CallTalk Season 6](https://resources.benchmarkportal.com/calltalk/topic/season-6), [Surveys](https://resources.benchmarkportal.com/calltalk/topic/surveys) 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](https://resources.benchmarkportal.com/calltalk/calltalk-radio-show-surveys-15-tips-optimize) ## [Technology - Leveraging Industry Benchmarks to Build a Business Case | Guest: Drew Wright](https://resources.benchmarkportal.com/calltalk/calltalk-radio-show-technology) Jun 15, 2015, 11:26:37 AM | [CallTalk Radio Show](https://resources.benchmarkportal.com/calltalk/topic/calltalk-radio-show), [Technology](https://resources.benchmarkportal.com/calltalk/topic/technology), [CallTalk Season 6](https://resources.benchmarkportal.com/calltalk/topic/season-6) 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](https://resources.benchmarkportal.com/calltalk/calltalk-radio-show-technology) ## [Coaching Strategy - A Success Formula | Guest: Dave Gregory](https://resources.benchmarkportal.com/calltalk/calltalk-radio-show-coaching-strategy-success-formula) May 13, 2015, 11:22:24 AM | [CallTalk Radio Show](https://resources.benchmarkportal.com/calltalk/topic/calltalk-radio-show), [Coaching for Success](https://resources.benchmarkportal.com/calltalk/topic/coaching-for-success), [CallTalk Season 6](https://resources.benchmarkportal.com/calltalk/topic/season-6) 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](https://resources.benchmarkportal.com/calltalk/calltalk-radio-show-coaching-strategy-success-formula) ## [Process Improvement at Contact Centers - A Lean Six Sigma Approach | Guest: Walt Sweeny](https://resources.benchmarkportal.com/calltalk/calltalk-radio-show-process-improvement-contact-centers-lean-six-sigma-approach) Apr 15, 2015, 11:17:30 AM | [CallTalk Radio Show](https://resources.benchmarkportal.com/calltalk/topic/calltalk-radio-show), [Process Improvement](https://resources.benchmarkportal.com/calltalk/topic/process-improvement), [CallTalk Season 6](https://resources.benchmarkportal.com/calltalk/topic/season-6) 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](https://resources.benchmarkportal.com/calltalk/calltalk-radio-show-process-improvement-contact-centers-lean-six-sigma-approach) ## [Culture - How To Build and Work With Culture | Guest: Walt Sweeny](https://resources.benchmarkportal.com/calltalk/calltalk-radio-show-culture-build-work-culture) Apr 15, 2015, 11:08:13 AM | [CallTalk Radio Show](https://resources.benchmarkportal.com/calltalk/topic/calltalk-radio-show), [Culture](https://resources.benchmarkportal.com/calltalk/topic/culture), [CallTalk Season 6](https://resources.benchmarkportal.com/calltalk/topic/season-6) 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](https://resources.benchmarkportal.com/calltalk/calltalk-radio-show-culture-build-work-culture) ## [Quality Assurance - One Minute Survey | Guest: Dayne Petersen](https://resources.benchmarkportal.com/calltalk/calltalk-radio-show-quality-assurance-one-minute-survey) Feb 11, 2015, 11:02:16 AM | [CallTalk Radio Show](https://resources.benchmarkportal.com/calltalk/topic/calltalk-radio-show), [Quality Assurance](https://resources.benchmarkportal.com/calltalk/topic/quality-assurance), [CallTalk Season 6](https://resources.benchmarkportal.com/calltalk/topic/season-6), [QA](https://resources.benchmarkportal.com/calltalk/topic/qa) Listen to host Bruce Belfiore interview Dayne Petersen in an illuminating discussion on Quality Assurance best practices. [read more](https://resources.benchmarkportal.com/calltalk/calltalk-radio-show-quality-assurance-one-minute-survey) ## [Caller I.D. and the Contact Center | Guest: Ian Roncoroni](https://resources.benchmarkportal.com/calltalk/calltalk-radio-show-caller-d-contact-center) Jan 15, 2015, 11:00:49 AM | [CallTalk Radio Show](https://resources.benchmarkportal.com/calltalk/topic/calltalk-radio-show), [Caller I.D.](https://resources.benchmarkportal.com/calltalk/topic/caller-i-d), [CallTalk Season 6](https://resources.benchmarkportal.com/calltalk/topic/season-6) 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](https://resources.benchmarkportal.com/calltalk/calltalk-radio-show-caller-d-contact-center) ## [Highlights from Call Center Campus: Imagining Excellence in the Contact Center | Guest: Amy Novak](https://resources.benchmarkportal.com/calltalk/calltalk-radio-show-highlights-call-center-campus-imagining-excellence-contact-center) Nov 26, 2014, 11:56:17 AM | [CallTalk Radio Show](https://resources.benchmarkportal.com/calltalk/topic/calltalk-radio-show), [Imagining Excellence](https://resources.benchmarkportal.com/calltalk/topic/imagining-excellence), [CallTalk Season 5](https://resources.benchmarkportal.com/calltalk/topic/season-5) 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](https://resources.benchmarkportal.com/calltalk/calltalk-radio-show-highlights-call-center-campus-imagining-excellence-contact-center) ## [Quality Transformation | Guest: Toni Roberts](https://resources.benchmarkportal.com/calltalk/calltalk-radio-show-quality-transformation) Oct 15, 2014, 11:53:12 AM | [CallTalk Radio Show](https://resources.benchmarkportal.com/calltalk/topic/calltalk-radio-show), [Quality Assurance](https://resources.benchmarkportal.com/calltalk/topic/quality-assurance), [CallTalk Season 5](https://resources.benchmarkportal.com/calltalk/topic/season-5) 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](https://resources.benchmarkportal.com/calltalk/calltalk-radio-show-quality-transformation) ## [Call Center Law | Guest: Adam Losey](https://resources.benchmarkportal.com/calltalk/calltalk-radio-show-call-center-law) Sep 17, 2014, 11:44:56 AM | [CallTalk Radio Show](https://resources.benchmarkportal.com/calltalk/topic/calltalk-radio-show), [Call Center Law](https://resources.benchmarkportal.com/calltalk/topic/call-center-law), [CallTalk Season 5](https://resources.benchmarkportal.com/calltalk/topic/season-5) 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](https://resources.benchmarkportal.com/calltalk/calltalk-radio-show-call-center-law) ## [Employee Recognition - Why is everyone talking about it? | Guest: Rosanne D’Ausilio](https://resources.benchmarkportal.com/calltalk/calltalk-radio-show-employee-recognition-everyone-talking) Aug 13, 2014, 11:40:41 AM | [CallTalk Radio Show](https://resources.benchmarkportal.com/calltalk/topic/calltalk-radio-show), [Employee Recognition](https://resources.benchmarkportal.com/calltalk/topic/employee-recognition), [CallTalk Season 5](https://resources.benchmarkportal.com/calltalk/topic/season-5) 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](https://resources.benchmarkportal.com/calltalk/calltalk-radio-show-employee-recognition-everyone-talking) ## [Agent Motivation and Coaching - The Positive Coaching Approach | Guest: Judy McKee](https://resources.benchmarkportal.com/calltalk/calltalk-radio-show-agent-motivation-coaching-positive-coaching-approach) Jul 16, 2014, 11:36:34 AM | [CallTalk Radio Show](https://resources.benchmarkportal.com/calltalk/topic/calltalk-radio-show), [Agent Coaching](https://resources.benchmarkportal.com/calltalk/topic/agent-coaching), [Agent Motivation](https://resources.benchmarkportal.com/calltalk/topic/agent-motivation), [CallTalk Season 5](https://resources.benchmarkportal.com/calltalk/topic/season-5) 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](https://resources.benchmarkportal.com/calltalk/calltalk-radio-show-agent-motivation-coaching-positive-coaching-approach) ## [Customer Effort - Is this the new Net Promoter Score? | Guest: Frederick Van Bennekom](https://resources.benchmarkportal.com/calltalk/calltalk-radio-show-customer-effort-is-this-the-new-net-promoter-score) Jun 14, 2014, 11:27:15 AM | [CallTalk Radio Show](https://resources.benchmarkportal.com/calltalk/topic/calltalk-radio-show), [Customer Effort](https://resources.benchmarkportal.com/calltalk/topic/customer-effort), [CallTalk Season 5](https://resources.benchmarkportal.com/calltalk/topic/season-5) 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](https://resources.benchmarkportal.com/calltalk/calltalk-radio-show-customer-effort-is-this-the-new-net-promoter-score) ## [Gamification Principles and Best Practices | Guest: Bob Cowen](https://resources.benchmarkportal.com/calltalk/calltalk-radio-show-gamification-principles-best-practices) May 14, 2014, 11:22:19 AM | [CallTalk Radio Show](https://resources.benchmarkportal.com/calltalk/topic/calltalk-radio-show), [Best Practices](https://resources.benchmarkportal.com/calltalk/topic/best-practices), [Gamification](https://resources.benchmarkportal.com/calltalk/topic/gamification), [CallTalk Season 5](https://resources.benchmarkportal.com/calltalk/topic/season-5) 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](https://resources.benchmarkportal.com/calltalk/calltalk-radio-show-gamification-principles-best-practices) ## [Is The Net Promoter Score The One Number You Need to Know | Guest: Frederick Van Bennekom](https://resources.benchmarkportal.com/calltalk/calltalk-radio-show-net-promoter-score-one-number-need-know) Apr 16, 2014, 12:44:36 PM | [CallTalk Radio Show](https://resources.benchmarkportal.com/calltalk/topic/calltalk-radio-show), [Net Promoter Score](https://resources.benchmarkportal.com/calltalk/topic/net-promoter-score), [CallTalk Season 5](https://resources.benchmarkportal.com/calltalk/topic/season-5) 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](https://resources.benchmarkportal.com/calltalk/calltalk-radio-show-net-promoter-score-one-number-need-know) ## [Virtual Agents – Ideas for Implementing a Home Based Support Center | Guest: Jesse Hoobler](https://resources.benchmarkportal.com/calltalk/calltalk-radio-show-virtual-agents-ideas-implementing-home-based-support-center) Mar 19, 2014, 11:40:26 AM | [At-Home Agents](https://resources.benchmarkportal.com/calltalk/topic/at-home-agents), [CallTalk Radio Show](https://resources.benchmarkportal.com/calltalk/topic/calltalk-radio-show), [CallTalk Season 5](https://resources.benchmarkportal.com/calltalk/topic/season-5), [Virtual Agents](https://resources.benchmarkportal.com/calltalk/topic/virtual-agents) 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](https://resources.benchmarkportal.com/calltalk/calltalk-radio-show-virtual-agents-ideas-implementing-home-based-support-center) ## [Management: Generation Y in the Contact Center | Guest: Greg Van Zandt](https://resources.benchmarkportal.com/calltalk/calltalk-radio-show-management-generation-y-contact-center) Feb 19, 2014, 11:36:30 AM | [CallTalk Radio Show](https://resources.benchmarkportal.com/calltalk/topic/calltalk-radio-show), [Management](https://resources.benchmarkportal.com/calltalk/topic/management), [Gen Y](https://resources.benchmarkportal.com/calltalk/topic/gen-y), [CallTalk Season 5](https://resources.benchmarkportal.com/calltalk/topic/season-5) 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](https://resources.benchmarkportal.com/calltalk/calltalk-radio-show-management-generation-y-contact-center) ## [Management: Are You Parenting or Managing Your Staff | Guest: Rosanne D’Ausilio](https://resources.benchmarkportal.com/calltalk/calltalk-radio-show-management-parenting-managing-staff) Jan 15, 2014, 11:27:29 AM | [CallTalk Radio Show](https://resources.benchmarkportal.com/calltalk/topic/calltalk-radio-show), [Management](https://resources.benchmarkportal.com/calltalk/topic/management), [CallTalk Season 5](https://resources.benchmarkportal.com/calltalk/topic/season-5) 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 both ... [read more](https://resources.benchmarkportal.com/calltalk/calltalk-radio-show-management-parenting-managing-staff) ## [Delivering Quality: Sysco's Service with a S.M.I.L.E. | Guest: Ed Poorbaugh](https://resources.benchmarkportal.com/calltalk/calltalk-radio-show-delivering-quality-syscos-service-s-m-l-e) Oct 16, 2013, 10:54:34 AM | [CallTalk Radio Show](https://resources.benchmarkportal.com/calltalk/topic/calltalk-radio-show), [Delivering Quality](https://resources.benchmarkportal.com/calltalk/topic/delivering-quality), [CallTalk Season 4](https://resources.benchmarkportal.com/calltalk/topic/season-4) 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](https://resources.benchmarkportal.com/calltalk/calltalk-radio-show-delivering-quality-syscos-service-s-m-l-e) ## [Voice of the Customer | Guest: Steve Ellis](https://resources.benchmarkportal.com/calltalk/calltalk-radio-show-voice-customer) Sep 18, 2013, 11:50:18 AM | [CallTalk Radio Show](https://resources.benchmarkportal.com/calltalk/topic/calltalk-radio-show), [Voice of the Customer](https://resources.benchmarkportal.com/calltalk/topic/voice-of-the-customer), [CallTalk Season 4](https://resources.benchmarkportal.com/calltalk/topic/season-4) 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](https://resources.benchmarkportal.com/calltalk/calltalk-radio-show-voice-customer) ## [Lemming or Leader - You Decide | Guest: Steve Riddell](https://resources.benchmarkportal.com/calltalk/calltalk-radio-show-lemming-leader-decide) Aug 26, 2013, 10:31:37 AM | [CallTalk Radio Show](https://resources.benchmarkportal.com/calltalk/topic/calltalk-radio-show), [Leadership Development](https://resources.benchmarkportal.com/calltalk/topic/leadership-development), [CallTalk Season 4](https://resources.benchmarkportal.com/calltalk/topic/season-4) [read more](https://resources.benchmarkportal.com/calltalk/calltalk-radio-show-lemming-leader-decide) ## [Call Center Campus 2012 - Best Practices Roundup | Guest: Dee Buell](https://resources.benchmarkportal.com/calltalk/calltalk-radio-show-call-center-campus-2012-best-practices-roundup) Aug 26, 2013, 10:20:34 AM | [CallTalk Radio Show](https://resources.benchmarkportal.com/calltalk/topic/calltalk-radio-show), [CallTalk Season 4](https://resources.benchmarkportal.com/calltalk/topic/season-4) [read more](https://resources.benchmarkportal.com/calltalk/calltalk-radio-show-call-center-campus-2012-best-practices-roundup) ## [Service to Sales: Providing Strategic Organizational Value | Guest: Russell Rossi](https://resources.benchmarkportal.com/calltalk/calltalk-radio-show-service-sales-providing-strategic-organizational-value) Aug 13, 2013, 11:44:35 AM | [CallTalk Radio Show](https://resources.benchmarkportal.com/calltalk/topic/calltalk-radio-show), [Service to Sales](https://resources.benchmarkportal.com/calltalk/topic/service-to-sales), [CallTalk Season 4](https://resources.benchmarkportal.com/calltalk/topic/season-4) Discussion points: 1. Developing a strategic road map 2. Key strategies to excite your organization for change and growth 3. Importance of measuring results for success. [read more](https://resources.benchmarkportal.com/calltalk/calltalk-radio-show-service-sales-providing-strategic-organizational-value) ## [Multi-Channel Management: Latest Learning On What To Measure & How | Guest: David Raia](https://resources.benchmarkportal.com/calltalk/calltalk-radio-show-multi-channel-management-latest-learning-measure) Jul 17, 2013, 11:40:03 AM | [CallTalk Radio Show](https://resources.benchmarkportal.com/calltalk/topic/calltalk-radio-show), [CallTalk Season 4](https://resources.benchmarkportal.com/calltalk/topic/season-4), [Multi-Channel](https://resources.benchmarkportal.com/calltalk/topic/multi-channel) “Call” centers are now “Contact” centers, with multiple channels a client can connect with you and your business. Special guest, David Raia, will be joining us as we examine this new world and discuss the following: [read more](https://resources.benchmarkportal.com/calltalk/calltalk-radio-show-multi-channel-management-latest-learning-measure) ## [Adding Sales to Your Customer Service Culture | Guest: Susan Wolski](https://resources.benchmarkportal.com/calltalk/calltalk-radio-show-adding-sales-customer-service-culture) Jun 12, 2013, 11:35:53 AM | [CallTalk Radio Show](https://resources.benchmarkportal.com/calltalk/topic/calltalk-radio-show), [Adding Sales to Your Customer Service Culture](https://resources.benchmarkportal.com/calltalk/topic/adding-sales-to-your-customer-service-culture), [CallTalk Season 4](https://resources.benchmarkportal.com/calltalk/topic/season-4) Join host Bruce Belfiore, CEO, and Susan Wolski – TXU Energy, as they discuss adding sales to your customer service culture. Transitioning a call center from a typical “customer service” environment to a “sales” environment can be challenging. However, in ... [read more](https://resources.benchmarkportal.com/calltalk/calltalk-radio-show-adding-sales-customer-service-culture) ## [Government Call Centers: Simple Adjustments for Better Service Levels! | Guest: Kimberly Parish Barrett](https://resources.benchmarkportal.com/calltalk/calltalk-radio-show-government-call-centers-simple-adjustments-better-service-levels) May 15, 2013, 11:31:58 AM | [CallTalk Radio Show](https://resources.benchmarkportal.com/calltalk/topic/calltalk-radio-show), [Government Call Centers](https://resources.benchmarkportal.com/calltalk/topic/government-call-centers), [CallTalk Season 4](https://resources.benchmarkportal.com/calltalk/topic/season-4) Join host Bruce Belfiore, CEO, and Kimberly Parish Barrett, Director, Florida Abuse Hotline, Department of Children and Families, as they discuss government call centers. Bruce and Kimblerly will discuss how simple operational adjustments can lead to improved ... [read more](https://resources.benchmarkportal.com/calltalk/calltalk-radio-show-government-call-centers-simple-adjustments-better-service-levels) [Previous](https://resources.benchmarkportal.com/calltalk/author/benchmarkportal/page/1) [All posts](https://resources.benchmarkportal.com/calltalk/all) [Next](https://resources.benchmarkportal.com/calltalk/author/benchmarkportal/page/3) ### Join the Largest Community of Contact Center Professionals Get the latest industry news, solutions, and case studies every week. ### Join the Largest Community of Contact Center Professionals Search Search ### Articles & News - [CallTalk Radio Show (172)](https://resources.benchmarkportal.com/calltalk/tag/calltalk-radio-show) - [CallTalk Season 1 (24)](https://resources.benchmarkportal.com/calltalk/tag/season-1) - [CallTalk Season 2 (19)](https://resources.benchmarkportal.com/calltalk/tag/season-2) - [Customer Service (18)](https://resources.benchmarkportal.com/calltalk/tag/customer-service) - [Best Practices (15)](https://resources.benchmarkportal.com/calltalk/tag/best-practices) - [CallTalk (15)](https://resources.benchmarkportal.com/calltalk/tag/calltalk) - [CallTalk Season 4 (14)](https://resources.benchmarkportal.com/calltalk/tag/season-4) - [At-Home Agents (12)](https://resources.benchmarkportal.com/calltalk/tag/at-home-agents) - [CallTalk Season 11 (12)](https://resources.benchmarkportal.com/calltalk/tag/calltalk-season-11) - [CallTalk Season 9 (12)](https://resources.benchmarkportal.com/calltalk/tag/calltalk-season-9) - [CallTalk Season 5 (11)](https://resources.benchmarkportal.com/calltalk/tag/season-5) - [CallTalk Season 6 (11)](https://resources.benchmarkportal.com/calltalk/tag/season-6) - [CallTalk Season 7 (11)](https://resources.benchmarkportal.com/calltalk/tag/season-7) - [CallTalk Season 8 (11)](https://resources.benchmarkportal.com/calltalk/tag/season-8) - [Workforce Management (11)](https://resources.benchmarkportal.com/calltalk/tag/workforce-management) - [Call Center Training (10)](https://resources.benchmarkportal.com/calltalk/tag/call-center-training) - [CallTalk Season 3 (10)](https://resources.benchmarkportal.com/calltalk/tag/season-3) - [CallTalk Season12 (10)](https://resources.benchmarkportal.com/calltalk/tag/calltalk-season12) - [Customer Experience (9)](https://resources.benchmarkportal.com/calltalk/tag/customer-experience) - [CallTalk Season 10 (8)](https://resources.benchmarkportal.com/calltalk/tag/calltalk-season-10) - [WFM (8)](https://resources.benchmarkportal.com/calltalk/tag/wfm) - [Hiring (7)](https://resources.benchmarkportal.com/calltalk/tag/hiring) - [Remote Work (7)](https://resources.benchmarkportal.com/calltalk/tag/remote-work) - [CallTalk Season 14 (6)](https://resources.benchmarkportal.com/calltalk/tag/calltalk-season-14) - [Work Environment (6)](https://resources.benchmarkportal.com/calltalk/tag/work-environment) - [agent training (6)](https://resources.benchmarkportal.com/calltalk/tag/agent-training) - [training (6)](https://resources.benchmarkportal.com/calltalk/tag/training) - [A.I. 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