Are you struggling with scaling cll capacity in this time of pandemic? Could you leverage artificial intelligence to make your calls smarter? This episode of CallTalk will provide tips and insights on how to properly assess AI for your center's needs, keep the call flows going, and make you a hero to your CFO by reducing costs. This will include definitions of AI and examples of implementations.

How A.I. is Transforming Contact Centers & Saving You Money

Air Date: Wednesday, May 13, 2020 - 10AM/PT
Host: Bruce Belfiore | CEO & Senior Research Analyst | BenchmarkPortal
Guest Speaker: Tim McLain | thinQ
Season: 11 | Episode Number: 6

Guest: Tim McLain | thinQ

Tim MclaineA passionate technologist at heart with more than 25 years of marketing experience, Tim loves using technology to help businesses solve problems and grow their bottom line. Tim is happiest brainstorming new approaches to marketing and communications to help thinQ’s partners better understand, trust, and embrace our cloud communications solutions. As a lifelong learner, Tim has helped bring four Internet startups to life since 1993, spent several years as a newspaper reporter and TV news producer, and boasts long marketing management stints at ProQuest and Netsertive (a top Google Premier Partner).

Tim holds a B.S. in Telecommunications from Kutztown University of Pennsylvania. In his spare time, he loves shooting and editing video, spending time with his wife Debbie and son William, riding long distances on North Carolina’s amazing bike trails, and enjoying the darkest craft beer he can find.

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, CallTalk Season 11, A.I., Artificial Intelligence