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.

Guest Host Bio: Steve Ellis is Sr Director of Customer Care for EyeMed Vision Care.  He has over 2 decades of leadership with a proven track record to deliver outstanding results at Sprint, Florida Power & Light, Comcast Cable and EyeMed.  Steve has experience in marketing, sales, customer service, call center, strategic planning and general management leadership.  Steve is a graduate from OH University and lives with his family in Cincinnati, OH.

Air Date: Wednesday, September 18, 2013 - 10AM/PT
Host: Bruce Belfiore, CEO & Senior Research Analyst, BenchmarkPortal
Guest Speaker: Steve Ellis, EyeMed
Season: 4, Episode Number: 13


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, Voice of the Customer, CallTalk Season 4