--- title: "The Prize at the Intersection of Experience and Engagement: Customer Loyalty | Guest: Bob Kobek" description: Outbound and inbound centers need to create customer loyalty for their companies. How to reach this goal is the subject of this episode of CallTalk. image: http://resources.benchmarkportal.com/hubfs/CallTalk/calltalk-ad.png --- - [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 ... # The Prize at the Intersection of Experience and Engagement: Customer Loyalty | Guest: Bob Kobek 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 providing superior experiences and engagement. He will discuss both the concepts and the practical tools needed to get the results every manager seeks. Bob will include his thoughts on call center technology and online feedback, such as NPS and CES. Bob will also share his ideas on the importance of HR in attaining success. (paragraph break) As a veteran board member of industry association PACE, Bob is tuned in to what our peers are saying, and will bring his industry insights and tips to the table for this info-packed episode of CallTalk. ![calltalk-show-customer-loyalty.jpg](https://resources.benchmarkportal.com/hs-fs/hubfs/CallTalk/Headers/calltalk-show-customer-loyalty.jpg?width=600&height=140&name=calltalk-show-customer-loyalty.jpg) **Air Date:** Wednesday, February 14, 2018 - 10:00AM PT / 1:00PM ET **Host:** Bruce Belfiore, CEO & Senior Research Analyst, BenchmarkPortal **Guest Speaker: **Bob Kobek, President of Mobius Partners and CustomerCount **Season:** 9, **Episode Number:** 2  --- **![bob-Kobek.jpg](https://resources.benchmarkportal.com/hs-fs/hubfs/CallTalk/Speakers%20Headshots/bob-Kobek.jpg?width=185&name=bob-Kobek.jpg "bob-Kobek.jpg")Guest Host Bio: Bob Kobek** Prior to forming Mobius Vendor Partners in October of 1999, Mr. Kobek spent more than 30 years in the direct marketing industry and government. Specializing in the design, implementation and marketing of products and services, Bob has designed more than 150 outbound telemarketing, inbound customer service and order processing operations and interactive information systems. In 2007 Bob and Mobius launched CustomerCount℠, a cloud-based survey solution providing intuitive real-time reporting, designed for the contacy center industry. Mr. Kobek is a member of the American Resort Development Association and sits on numerous committees. He is a board member of PACE and serves as the chair of the Government Affairs committee. He attended Holy Cross College at Notre Dame, Indiana and Indiana University. --- ![faculty-bruce-belfiore-3.jpg](https://ci5.googleusercontent.com/proxy/JedweAp-fH5FhbhO0e-TYoaaAV5sRUa2khziUXLnDggXI4ftxCD0KBeZW7zM95Bau34SgvdACxj6-OiJkYAtAiD-35n7p_5AZUFeKXizKs6WTIpN0LD0IVuFMQiXFzozCUBf4c6HPIm6phHbpz2EN3MDopiGH4Vkp-pcvm31_h2OlsXc6BX7XaM1Wo5hrvh2vU_2aGcVxigRMqVr7nt7mM5YoVa2_Nd63qsQTghXRQbGerY_cg=s0-d-e1-ft#http://resources.benchmarkportal.com/hs-fs/hubfs/BMP%20IMAGES/Faculty/faculty-bruce-belfiore-3.jpg?t=1516063325739&width=150&name=faculty-bruce-belfiore-3.jpg "faculty-bruce-belfiore-3.jpg") **CallTalk Host** Bruce Belfiore is a frequent speaker at industry events in the United States and abroad. Bruce is Chancellor of the College of Call Center Excellence, which provides certificated courses to call center professionals, and has taught the course “Call Center Management” at Purdue University. He is the author of the book *Benchmarking At Its Best for Contact Centers* and has written numerous research papers and best practices studies focused on contact center topics. He is a consultant to call centers in a wide variety of industries seeking to improve their results, and is noted for helping to calculate the financial impact of proposed changes. Bruce holds Bachelors, JD and MBA degrees from Harvard University. --- ![calltalk-ad.png](http://resources.benchmarkportal.com/hs-fs/hubfs/CallTalk/calltalk-ad.png?width=186&name=calltalk-ad.png "calltalk-ad.png") *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. 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