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

Guest Host Bio: Dayne Petersen brings together years of experience and commitment in the area of Quality Assurance management. She has managed and consulted with call/contact centers – – both business-to-business and business-to-consumer. Additionally, she has a successful track record evaluating and implementing call center solutions that meet defined client requirements. Dayne is a passionate advocate of measuring Caller Satisfaction and Agent Satisfaction and using this data to develop effective Quality Assurance programs that deliver the desired outcomes. Dayne is also a Senior Consultant with BenchmarkPortal and is was certified by the Center for Customer-Driven Quality (founded at Purdue University) as a call center auditor, specializing in all areas of contact center operations.

Air Date: Wednesday, February 11, 2015 - 10AM/PT
Host: Bruce Belfiore, CEO & Senior Research Analyst, BenchmarkPortal
Guest Speaker: Dayne Petersen, Senior Consultant, Certified Auditor, BenchmarkPortal
Season: 6, Episode Number: 2

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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, Quality Assurance, CallTalk Season 6, QA