Air Date: Wednesday, April 12, 2023 - 10:00AM/PT
Host: Bruce Belfiore | CEO & Senior Research Analyst | BenchmarkPortal
Guest Speaker: Mark Coudray
Season: 14 | Episode Number: 5
CallTalk Caramel:
Full Show:
Guest: Mark Coudray
Recognized as a premier thought leader & practical strategist, Mark's passion is inventing exceptional business models and processes. His work has been published globally and he has also presented at hundreds of industry events over four decades. His work has received multiple international awards for innovation and lifetime achievement.
His focus since 2016 is on the use of Artificial Intelligence, accelerated learning, and “The Physics of Profit” to make any business Competitively Unique. His experience spans a wide range of industries, including innovative work in the contact center space.
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 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 CallTalk@BenchmarkPortal.com.
