Artificial Intelligence (AI) and Chat GPT are invading the minds of contact center managers around the world. But what will they mean for you and your operation?  Join Bruce Belfiore and AI futurist Mark Coudray for a CallTalk episode that confronts AI and its implications for contact centers headon.  Mark will share his experience and thoughts in an episode all managers should hear - - to be prepared.  

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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

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Coudray Headshot

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. 

faculty-bruce-belfiore-4sm-1CallTalk 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 copyCallTalk 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, Hiring, Marijuana in the Workplace, CallTalk Season 14