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 mapping experience will expose roadblocks, pain points, and can come up with a journey to provide the customer with a superior experience.  The engagement examines the customer experience at each point of interaction in the various communication channels to identify opportunities that can enhance the experience.  The objective is to leverage all channels of customer contact center interaction and to promote satisfying cross-channel experiences.

Guest Speaker Bio: Amy has over 15 years of experience and has spent several years managing inbound and outbound service teams. Prior to joining Benchmark she acted as Senior Manager of Call Center Operations, for a small to mid-sector outsourcing company.  She introduced lean Six Sigma methodology for call center process improvement and design, and implemented multi-channels within her center.  Amy’s focus on employees aided in driving results of consistency among staff, processes, and systems to enhance an effective and efficient customer experience.  She has a reputation as a professional, and has proven to meet and exceed production goals while executing a high level of customer satisfaction, communication, and leadership skills.    She has working knowledge in organizational change, team building, face-to-face processes, recruitment development and training, as well as aligning business requirements with staffing plans and processes to enhance teamwork and performance.  She has experience in planning, developing, and implementing customer operation strategies. Amy attended Walsh College where she acquired her Bachelors of Business Administration in Management.

Air Date: Thursday, March 23, 2016 - 10AM/PT
Host: Bruce Belfiore, CEO & Senior Research Analyst, BenchmarkPortal
Guest Speaker: Amy Novak, Certified Auditor and Senior Consultant, BenchmarkPortal
Season: 7, Episode Number: 3

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CallTalk is a monthly internet radio program for the customer service industry featuring the most innovative managers and thought leaders in the customer contact field, interviewed by BenchmarkPortal CEO, Bruce Belfiore. Broadcast monthly, directly over the Internet to your desktop, CallTalk covers hot topics that impact today's call center. CallTalk airs without the participation of vendors so that topics will be free from their influence and guided by the needs of its listeners. If you have a topic you would like us to cover, send it to

Topics: CallTalk Radio Show, CallTalk Season 7, Customer Experience