--- title: "Emerging Best Practices for Recruiting and Training in the \"New Normal\" | Guest: Pam Roddy" description: Recruitment, Hiring and Training techniques during the Pandemic- the traditional models of in person recruitment and training are not feasible during COVID pandemic how can you successfully hire and train CSR in a street to seat manner image: https://resources.benchmarkportal.com/hubfs/Emerging%20Best%20Practices%20for%20Recruiting%20and%20Training%20in%20the%20New%20Normal-.jpg --- - [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) - 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10:00AM/PT Host: Bruce Belfiore | CEO & Senior Research Analyst | BenchmarkPortal Guest Speaker: Pamela Roddy | Senior Director Customer Service | MAXIMUS Season: 11 | Episode Number: 10 --- CallTalk Caramel:   Full Show: --- **Guest: Pamela Roddy | MAXIMUS** ![pa mroddy](https://resources.benchmarkportal.com/hs-fs/hubfs/pa%20mroddy.jpeg?width=166&name=pa%20mroddy.jpeg) A senior leader with experience developing and leading large customer service operations. Specialized focus in the call center, provider operations, and customer services in US, Asia and Europe. Experience includes client relationships, business development, project management and operations As an experienced leader I have successfully led complex programs, diverse teams and fostered continuous improvement.   --- **![faculty-bruce-belfiore-4sm-1](https://resources.benchmarkportal.com/hs-fs/hubfs/faculty-bruce-belfiore-4sm-1.jpg?width=184&name=faculty-bruce-belfiore-4sm-1.jpg)CallTalk Host: Bruce Belfiore | BenchmarkPortal** 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 copy](https://resources.benchmarkportal.com/hs-fs/hubfs/CallTalk%20copy.jpg?width=211&name=CallTalk%20copy.jpg)](https://www.benchmarkportal.com/calltalk-online-radio-show/)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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