CallTalk™ Radio Show | BenchmarkPortal (3)

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Recent Posts

Employee Training...Getting The Most Bang For Your Buck? | Guest: Susan McDonald Osborn

Jan 23, 2013 11:21:09 AM |

CallTalk Radio Show, Employee Training, CallTalk Season 4

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Working Successfully with Generation Y | Guest: Kevin Childs

Oct 17, 2012 11:15:14 AM |

CallTalk Radio Show, Gen Y, CallTalk Season 4

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Training - How it Sets the Atmosphere in a Contact Center | Guest: Fidel Ligsay

Sep 19, 2012 11:12:06 AM |

CallTalk Radio Show, Call Center Training, CallTalk Season 4

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Co-Browsing Technology for the Customer | Guest: Dusty Stanford

Aug 15, 2012 11:08:46 AM |

CallTalk Radio Show, Technology, CallTalk Season 4

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The Meaning of Life...in the Call Center: Rethinking Agent Satisfaction | Guest: Dr. Teresa Amabile

Jul 19, 2012 12:19:51 PM |

CallTalk Radio Show, Agent Satisfaction, CallTalk Season 3

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Assessing the Competitive Landscape for Market Expansions or Consolidations | Guest: James Trobaugh

Jun 13, 2012 12:16:28 PM |

CallTalk Radio Show, CallTalk Season 3, Market Expansion

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Social Media in the Call Center - Don't Believe the Myths | Guest: Dr Natalie Petouhoff

May 16, 2012 12:13:42 PM |

CallTalk Radio Show, Social Media, CallTalk Season 3

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Impact of Technology on Contact Center Performance | Guest: John Chatterley

Apr 18, 2012 12:08:23 PM |

CallTalk Radio Show, CallTalk Season 3, Technology, Impact of Technology Contact Center Performance

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Agent Adherence: Managing FMLA in the Contact Center | Guest: Tina Honkus

Feb 15, 2012 12:01:24 PM |

Adherence, CallTalk Radio Show, CallTalk Season 3, FMLA

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Live in Vegas - Call Center Campus | Guest: Matt Conant

Jan 18, 2012 12:04:48 PM |

CallTalk Radio Show, Call Center Campus, CallTalk Season 3

Contact center experts discussion on caller satisfaction, agent satisfaction and “20 Best Practice Ideas in 20 Minutes.” Recorded live from Call Center Campus

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A BenchmarkPortal Christmas Special | Guest: BenchmarkPortal Contact Center Experts

Dec 14, 2011 11:58:03 AM |

CallTalk Radio Show, BenchmarkPortal, CallTalk Season 3

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Voice User Interface and the Latino Caller | Guest: Sondra Ahlen

Nov 16, 2011 11:16:12 AM |

CallTalk Radio Show, CallTalk Season 3, Voice User Interface

How to Manage the Continuously Emerging Caller Base of Latino-Speaking Clients

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Employee Incentives: Two Magic Words That Equal Success! | Guest: Bob Cowen

Sep 14, 2011 11:12:23 AM |

CallTalk Radio Show, Employee Incentives, CallTalk Season 3

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Paving a Smooth Road Between IVR and Agent | Guest: Susan Hura

Aug 24, 2011 11:05:52 AM |

CallTalk Radio Show, IVR, CallTalk Season 3

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Home Agent: A Fresh Look At The At-Home Agent Concept | Guest: Dee Buell

Jul 13, 2011 12:59:55 PM |

At-Home Agents, CallTalk Radio Show, CallTalk Season 2

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Customer Satisfaction: Acting on the Voice of the Customer Show | Guest: Peter Leppik

Jun 15, 2011 1:02:49 PM |

CallTalk Radio Show, Customer Satisfaction Measurement, CallTalk Season 2

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Time Management: Getting More (done) with Less (stress) Show | Guest: Paul H. Burton

May 18, 2011 1:07:11 PM |

CallTalk Radio Show, Time Management, CallTalk Season 2

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Optimal IVR Call Flow Design Show | Guest: Jay Minnucci

Apr 13, 2011 1:14:01 PM |

CallTalk Radio Show, IVR, CallTalk Season 2

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Quality Assurance Part 2: Forms and Beyond - Coaching to Excellence Show | Guest: Lisa Courteau

Mar 16, 2011 1:21:23 PM |

CallTalk Radio Show, Quality Assurance, Coaching for Success, CallTalk Season 2, QA

Quality Assurance & Coaching for Success – CallTalk Caramels: Sweet Snippets from BenchmarkPortal’s Best CallTalk Episodes Quality monitoring programs often become fixated on QA forms; however, there are other necessary components that will assure you are ...

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Workforce Optimization: Analytics Demystified – Customer Focus (Session 2 of 2) Show | Guest: Bill Durr

Feb 16, 2011 1:34:43 PM |

CallTalk Radio Show, Workforce Management, CallTalk Season 2, WFM

Analytics Demystified – Employee Focus (Session 2 of 2)

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Quality Assurance: Call Monitoring Your Agents Will Love Show | Guest: Lisa Courteau

Feb 2, 2011 1:47:44 PM |

CallTalk Radio Show, Quality Assurance, CallTalk Season 2, Call Monitoring, QA

Quality Assurance: Call Monitoring Your Agents Will Love (Session 1 of 2) CallTalk™ Caramels: Sweet Snippets from BenchmarkPortal’s Best CallTalk Episodes Quality Monitoring, traditionally seen by agents as the dreaded ‘Big Brother’ operation of a company, ...

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Workforce Optimization: Analytics Demystified – Employee Focus (Session 1 of 2) Show | Guest: Bill Durr

Jan 19, 2011 1:52:01 PM |

CallTalk Radio Show, Workforce Management, CallTalk Season 2, WFM

Analytics Demystified – Employee Focus (Session 1 of 2)

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Workforce Management Advanced Show | Guest: Adam Cincoski

Jan 12, 2011 1:55:06 PM |

CallTalk Radio Show, Workforce Management, CallTalk Season 2, WFM

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 that uses data to drive systems and practices ...

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Employee Morale Show | Guest: Kirk Weisler

Jan 5, 2011 1:57:48 PM |

CallTalk Radio Show, Employee Morale, CallTalk Season 2

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 doing ...

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Site Selection Show | Guest: Kristin Beatty

Dec 8, 2010 2:03:33 PM |

CallTalk Radio Show, Site Selection, CallTalk Season 2

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Hold Time and Transfers Show | Guest: Dayne Petersen

Nov 10, 2010 2:06:30 PM |

CallTalk Radio Show, Transfers, Hold Time, CallTalk Season 2

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Customer and Agent Loyalty Show | Guest: Jeanne Bliss

Oct 27, 2010 2:09:51 PM |

CallTalk Radio Show, CallTalk Season 2, Customer and Agent Loyalty

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Outbound Calls Show | Guest: Alex Demczak

Oct 13, 2010 2:15:10 PM |

CallTalk Radio Show, Outbound Calls, CallTalk Season 2

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Employee Incentive Tips Show | Guest: Dr. Brooks Mitchell

Sep 29, 2010 2:19:06 PM |

CallTalk Radio Show, CallTalk Season 2, Employee Incentives

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Outsourcing Show | Guest: John Chatterley

Sep 15, 2010 2:24:25 PM |

CallTalk Radio Show, Outsourcing, CallTalk Season 2

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Call Center Training Show | Guest: Dayne Petersen

Sep 1, 2010 2:28:40 PM |

CallTalk Radio Show, Call Center Training, CallTalk Season 2

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At-Home Agent 2 Show | Guest: Steve Silver

Aug 16, 2010 2:31:57 PM |

At-Home Agents, CallTalk Radio Show, CallTalk Season 2

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Workforce Management | Guest: Adam Cincoski

Aug 4, 2010 2:35:10 PM |

CallTalk Radio Show, Workforce Management, CallTalk Season 2, WFM

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Auxiliary Time | Guest: Tom Falkowski

Jul 21, 2010 8:21:59 AM |

CallTalk Radio Show, CallTalk Season 1, Aux Time

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Team Meetings | Guest: Barbara Burke

Jul 14, 2010 8:26:51 AM |

CallTalk Radio Show, CallTalk Season 1, Team Meetings

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Taking a Fresh Look at Your Center | Guest: Dr. Bill Davis

Jun 30, 2010 8:33:17 AM |

Big and small changes that can make a difference, CallTalk Radio Show, CallTalk Season 1, Taking a fresh look at your Center

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Compensation Strategies | Guest: John Chatterley

Jun 16, 2010 8:40:39 AM |

CallTalk Radio Show, Compensation Strategies, CallTalk Season 1

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Social Media and the Call Center | Guest: Kyle Gosnell

May 26, 2010 8:44:22 AM |

CallTalk Radio Show, CallTalk Season 1, Social Media

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Adherence: The Problems, The Policies, The Best Practices | Guest: Erica Cockfield

May 19, 2010 8:47:13 AM |

The Problems, Adherence, CallTalk Radio Show, CallTalk Season 1, The Policies, Best Practices

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Agent Burnout | Guest: Dru Phelps

Apr 28, 2010 8:50:28 AM |

Agent Burnout, CallTalk Radio Show, CallTalk Season 1

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Managing Complaints | Guest: John Chatterley

Apr 14, 2010 8:53:22 AM |

CallTalk Radio Show, Managing Complaints, CallTalk Season 1

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First Call Resolution Revisited | Guest: Rosanne D’Ausilio

Mar 17, 2010 8:56:08 AM |

CallTalk Radio Show, First Call Resolution, CallTalk Season 1

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Agent Development | Guest: Rosanne D’Ausilio

Mar 3, 2010 8:58:49 AM |

Agent Development, CallTalk Radio Show, CallTalk Season 1

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Benchmarking Made Easy | Guest: John Chatterley

Feb 17, 2010 9:01:59 AM |

CallTalk Radio Show, CallTalk Season 1, Benchmarking

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Compensation Strategies | Guest: Chad McDaniel

Feb 3, 2010 9:04:47 AM |

CallTalk Radio Show, Compensation Strategies, CallTalk Season 1

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After Call Work Time

Jan 20, 2010 9:07:59 AM |

After Call Work Time, CallTalk Radio Show, CallTalk Season 1

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Reduce Abandon Rate | Guest: Mike Mastro

Jan 5, 2010 9:10:59 AM |

Reduce Abandon Rate, CallTalk Radio Show, CallTalk Season 1

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Dashboard Best Practices | Guest: Brad Odom

Dec 8, 2009 9:14:10 AM |

CallTalk Radio Show, Dashboard Best Practices, CallTalk Season 1

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Email Metrics Best Practices | Guest: John Chatterley

Nov 11, 2009 9:20:07 AM |

CallTalk Radio Show, E-mail Best Practices, CallTalk Season 1, Best Practices

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Service Level | Guest: Adam Cincoski

Oct 27, 2009 9:25:43 AM |

CallTalk Radio Show, CallTalk Season 1, Service Level

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First Call Resolution | Guest: Rosanne D’Ausilio

Oct 3, 2009 9:26:07 AM |

CallTalk Radio Show, First Call Resolution, CallTalk Season 1

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Customer Satisfaction Measurement | Guest: Joe Ordyna

Sep 29, 2009 9:31:21 AM |

CallTalk Radio Show, Customer Satisfaction Measurement, CallTalk Season 1

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Motivation and Manage Employees | Guest: Dr. Rosanne D’Ausilio

Sep 15, 2009 9:37:17 AM |

CallTalk Radio Show, Motivation and Manage Employees, CallTalk Season 1

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At-Home Agents | Guest: Steve Silver

Sep 8, 2009 9:42:35 AM |

At-Home Agents, CallTalk Radio Show, CallTalk Season 1

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Customers Criteria For Quality | Guest: Dru Phelps

Aug 18, 2009 9:43:01 AM |

CallTalk Radio Show, Customers Criteria For Quality, CallTalk Season 1

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Beyond Benchmarking | Guest: Dru Phelps

Aug 4, 2009 9:46:19 AM |

CallTalk Radio Show, CallTalk Season 1, Benchmarking

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How Economic Conditions are Effecting Call Centers | Guest: Dru Phelps

Jul 29, 2009 9:49:45 AM |

CallTalk Radio Show, How Economic Conditions are Effecting Call Centers, CallTalk Season 1

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