---
title: CallTalk™ Radio Show | Agent Compliance
description: Agent Compliance | A fun and informative on-line program for the customer service industry.  Broadcast monthly, directly over the Internet to your desktop, CallTalk covers hot topics that impact today’s call center.
---

- [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 ...

# CallTalk™ Radio Show Archive

## [Culture and Agent Compliance: Rules vs. Trust | Guest: Marge Robba](https://resources.benchmarkportal.com/calltalk/culture-agent-compliance-rules-vs-trust)

Dec 15, 2016, 2:58:46 PM |

[CallTalk Radio Show](https://resources.benchmarkportal.com/calltalk/topic/calltalk-radio-show), [CallTalk Season 7](https://resources.benchmarkportal.com/calltalk/topic/season-7), [Agent Compliance](https://resources.benchmarkportal.com/calltalk/topic/agent-compliance)

 Your own kids, the team you coach and the people you lead at work. How much do you reel them in by rules, and how much do you let them run on trust? It’s often a struggle to figure out how to get the balance right, and many managers have been hurt by ... 

[read more](https://resources.benchmarkportal.com/calltalk/culture-agent-compliance-rules-vs-trust)

[All posts](https://resources.benchmarkportal.com/calltalk/all)

### Join the Largest Community of Contact Center Professionals

Get the latest industry news, solutions, and case studies every week.

### Join the Largest Community of Contact Center Professionals

Search

Search

### Articles & News

- [CallTalk Radio Show (172)](https://resources.benchmarkportal.com/calltalk/tag/calltalk-radio-show)
- [CallTalk Season 1 (24)](https://resources.benchmarkportal.com/calltalk/tag/season-1)
- [CallTalk Season 2 (19)](https://resources.benchmarkportal.com/calltalk/tag/season-2)
- [Customer Service (18)](https://resources.benchmarkportal.com/calltalk/tag/customer-service)
- [Best Practices (15)](https://resources.benchmarkportal.com/calltalk/tag/best-practices)
- [CallTalk (15)](https://resources.benchmarkportal.com/calltalk/tag/calltalk)
- [CallTalk Season 4 (14)](https://resources.benchmarkportal.com/calltalk/tag/season-4)
- [At-Home Agents (12)](https://resources.benchmarkportal.com/calltalk/tag/at-home-agents)
- [CallTalk Season 11 (12)](https://resources.benchmarkportal.com/calltalk/tag/calltalk-season-11)
- [CallTalk Season 9 (12)](https://resources.benchmarkportal.com/calltalk/tag/calltalk-season-9)
- [CallTalk Season 5 (11)](https://resources.benchmarkportal.com/calltalk/tag/season-5)
- [CallTalk Season 6 (11)](https://resources.benchmarkportal.com/calltalk/tag/season-6)
- [CallTalk Season 7 (11)](https://resources.benchmarkportal.com/calltalk/tag/season-7)
- [CallTalk Season 8 (11)](https://resources.benchmarkportal.com/calltalk/tag/season-8)
- [Workforce Management (11)](https://resources.benchmarkportal.com/calltalk/tag/workforce-management)
- [Call Center Training (10)](https://resources.benchmarkportal.com/calltalk/tag/call-center-training)
- [CallTalk Season 3 (10)](https://resources.benchmarkportal.com/calltalk/tag/season-3)
- [CallTalk Season12 (10)](https://resources.benchmarkportal.com/calltalk/tag/calltalk-season12)
- [Customer Experience (9)](https://resources.benchmarkportal.com/calltalk/tag/customer-experience)
- [CallTalk Season 10 (8)](https://resources.benchmarkportal.com/calltalk/tag/calltalk-season-10)
- [WFM (8)](https://resources.benchmarkportal.com/calltalk/tag/wfm)
- [Hiring (7)](https://resources.benchmarkportal.com/calltalk/tag/hiring)
- [Remote Work (7)](https://resources.benchmarkportal.com/calltalk/tag/remote-work)
- [CallTalk Season 14 (6)](https://resources.benchmarkportal.com/calltalk/tag/calltalk-season-14)
- [Work Environment (6)](https://resources.benchmarkportal.com/calltalk/tag/work-environment)
- [agent training (6)](https://resources.benchmarkportal.com/calltalk/tag/agent-training)
- [training (6)](https://resources.benchmarkportal.com/calltalk/tag/training)
- [A.I. (5)](https://resources.benchmarkportal.com/calltalk/tag/a-i)
- [AI (5)](https://resources.benchmarkportal.com/calltalk/tag/ai)
- [Agent Engagement (5)](https://resources.benchmarkportal.com/calltalk/tag/agent-engagement)
- [QA (5)](https://resources.benchmarkportal.com/calltalk/tag/qa)
- [Quality Assurance (5)](https://resources.benchmarkportal.com/calltalk/tag/quality-assurance)
- [Technology (5)](https://resources.benchmarkportal.com/calltalk/tag/technology)
- [CallTalk Season 13 (4)](https://resources.benchmarkportal.com/calltalk/tag/calltalk-season-13)
- [Leadership Development (4)](https://resources.benchmarkportal.com/calltalk/tag/leadership-development)
- [Marijuana in the Workplace (4)](https://resources.benchmarkportal.com/calltalk/tag/marijuana-in-the-workplace)
- [Agent Development (3)](https://resources.benchmarkportal.com/calltalk/tag/agent-development)
- [Agent Turnover (3)](https://resources.benchmarkportal.com/calltalk/tag/agent-turnover)
- [Bots (3)](https://resources.benchmarkportal.com/calltalk/tag/bots)
- [Compensation Strategies (3)](https://resources.benchmarkportal.com/calltalk/tag/compensation-strategies)
- [Customer Feedback (3)](https://resources.benchmarkportal.com/calltalk/tag/customer-feedback)
- [Customer Journey (3)](https://resources.benchmarkportal.com/calltalk/tag/customer-journey)
- [Employee Engagement (3)](https://resources.benchmarkportal.com/calltalk/tag/employee-engagement)
- [Employee Incentives (3)](https://resources.benchmarkportal.com/calltalk/tag/employee-incentives)
- [Recruiting (3)](https://resources.benchmarkportal.com/calltalk/tag/recruiting)
- [Adherence (2)](https://resources.benchmarkportal.com/calltalk/tag/adherence)
- [Agent Performance (2)](https://resources.benchmarkportal.com/calltalk/tag/agent-performance)
- [Benchmarking (2)](https://resources.benchmarkportal.com/calltalk/tag/benchmarking)
- [Coaching for Success (2)](https://resources.benchmarkportal.com/calltalk/tag/coaching-for-success)
- [Coronavirus (2)](https://resources.benchmarkportal.com/calltalk/tag/coronavirus)
- [Credibility (2)](https://resources.benchmarkportal.com/calltalk/tag/credibility)
- [Customer Focused Culture (2)](https://resources.benchmarkportal.com/calltalk/tag/customer-focused-culture)
- [Customer Satisfaction Measurement (2)](https://resources.benchmarkportal.com/calltalk/tag/customer-satisfaction-measurement)
- [Delivering Quality (2)](https://resources.benchmarkportal.com/calltalk/tag/delivering-quality)
- [Employee Morale (2)](https://resources.benchmarkportal.com/calltalk/tag/employee-morale)
- [Employee Recognition (2)](https://resources.benchmarkportal.com/calltalk/tag/employee-recognition)
- [Employee Training (2)](https://resources.benchmarkportal.com/calltalk/tag/employee-training)
- [First Call Resolution (2)](https://resources.benchmarkportal.com/calltalk/tag/first-call-resolution)
- [Gamification (2)](https://resources.benchmarkportal.com/calltalk/tag/gamification)
- [Gen Y (2)](https://resources.benchmarkportal.com/calltalk/tag/gen-y)
- [IVR (2)](https://resources.benchmarkportal.com/calltalk/tag/ivr)
- [Impact of Technology Contact Center Performance (2)](https://resources.benchmarkportal.com/calltalk/tag/impact-of-technology-contact-center-performance)
- [Knowledge Management (2)](https://resources.benchmarkportal.com/calltalk/tag/knowledge-management)
- [Management (2)](https://resources.benchmarkportal.com/calltalk/tag/management)
- [Multi-Channel (2)](https://resources.benchmarkportal.com/calltalk/tag/multi-channel)
- [Outbound Calls (2)](https://resources.benchmarkportal.com/calltalk/tag/outbound-calls)
- [Outsourcing (2)](https://resources.benchmarkportal.com/calltalk/tag/outsourcing)
- [RPA (2)](https://resources.benchmarkportal.com/calltalk/tag/rpa)
- [Service Level (2)](https://resources.benchmarkportal.com/calltalk/tag/service-level)
- [Social Media (2)](https://resources.benchmarkportal.com/calltalk/tag/social-media)
- [Surveys (2)](https://resources.benchmarkportal.com/calltalk/tag/surveys)
- [Team Meetings (2)](https://resources.benchmarkportal.com/calltalk/tag/team-meetings)
- [Virtual Agents (2)](https://resources.benchmarkportal.com/calltalk/tag/virtual-agents)
- [Accountability (1)](https://resources.benchmarkportal.com/calltalk/tag/accountability)
- [Adding Sales to Your Customer Service Culture (1)](https://resources.benchmarkportal.com/calltalk/tag/adding-sales-to-your-customer-service-culture)
- [After Call Work Time (1)](https://resources.benchmarkportal.com/calltalk/tag/after-call-work-time)
- [Agent Burnout (1)](https://resources.benchmarkportal.com/calltalk/tag/agent-burnout)
- [Agent Coaching (1)](https://resources.benchmarkportal.com/calltalk/tag/agent-coaching)
- [Agent Compliance (1)](https://resources.benchmarkportal.com/calltalk/tag/agent-compliance)
- [Agent Motivation (1)](https://resources.benchmarkportal.com/calltalk/tag/agent-motivation)
- [Agent Satisfaction (1)](https://resources.benchmarkportal.com/calltalk/tag/agent-satisfaction)
- [Artificial Intelligence (1)](https://resources.benchmarkportal.com/calltalk/tag/artificial-intelligence)
- [Aux Time (1)](https://resources.benchmarkportal.com/calltalk/tag/aux-time)
- [Back Office (1)](https://resources.benchmarkportal.com/calltalk/tag/back-office)
- [Background Test (1)](https://resources.benchmarkportal.com/calltalk/tag/background-test)
- [Balancing Life and Work (1)](https://resources.benchmarkportal.com/calltalk/tag/balancing-life-and-work)
- [BenchmarkPortal (1)](https://resources.benchmarkportal.com/calltalk/tag/benchmarkportal)
- [Big Data (1)](https://resources.benchmarkportal.com/calltalk/tag/big-data)
- [Big and small changes that can make a difference (1)](https://resources.benchmarkportal.com/calltalk/tag/big-and-small-changes-that-can-make-a-difference)
- [Call Center Campus (1)](https://resources.benchmarkportal.com/calltalk/tag/call-center-campus)
- [Call Center Law (1)](https://resources.benchmarkportal.com/calltalk/tag/call-center-law)
- [Call Monitoring (1)](https://resources.benchmarkportal.com/calltalk/tag/call-monitoring)
- [Caller I.D. (1)](https://resources.benchmarkportal.com/calltalk/tag/caller-i-d)
- [Chat (1)](https://resources.benchmarkportal.com/calltalk/tag/chat)
- [Collections (1)](https://resources.benchmarkportal.com/calltalk/tag/collections)
- [Consolidation (1)](https://resources.benchmarkportal.com/calltalk/tag/consolidation)
- [Culture (1)](https://resources.benchmarkportal.com/calltalk/tag/culture)
- [Customer Care (1)](https://resources.benchmarkportal.com/calltalk/tag/customer-care)
- [Customer Effort (1)](https://resources.benchmarkportal.com/calltalk/tag/customer-effort)
- [Customer and Agent Loyalty (1)](https://resources.benchmarkportal.com/calltalk/tag/customer-and-agent-loyalty)
- [Customers Criteria For Quality (1)](https://resources.benchmarkportal.com/calltalk/tag/customers-criteria-for-quality)
- [Dashboard Best Practices (1)](https://resources.benchmarkportal.com/calltalk/tag/dashboard-best-practices)
- [Drama (1)](https://resources.benchmarkportal.com/calltalk/tag/drama)
- [Drug Testing (1)](https://resources.benchmarkportal.com/calltalk/tag/drug-testing)
- [E-mail Best Practices (1)](https://resources.benchmarkportal.com/calltalk/tag/e-mail-best-practices)
- [FMLA (1)](https://resources.benchmarkportal.com/calltalk/tag/fmla)
- [Feedback Loop (1)](https://resources.benchmarkportal.com/calltalk/tag/feedback-loop)
- [Government Call Centers (1)](https://resources.benchmarkportal.com/calltalk/tag/government-call-centers)
- [Hold Time (1)](https://resources.benchmarkportal.com/calltalk/tag/hold-time)
- [How Economic Conditions are Effecting Call Centers (1)](https://resources.benchmarkportal.com/calltalk/tag/how-economic-conditions-are-effecting-call-centers)
- [Huddle Boards (1)](https://resources.benchmarkportal.com/calltalk/tag/huddle-boards)
- [Human Brand (1)](https://resources.benchmarkportal.com/calltalk/tag/human-brand)
- [Imagining Excellence (1)](https://resources.benchmarkportal.com/calltalk/tag/imagining-excellence)
- [Inbound Sales (1)](https://resources.benchmarkportal.com/calltalk/tag/inbound-sales)
- [Incentive Plans (1)](https://resources.benchmarkportal.com/calltalk/tag/incentive-plans)
- [Intentional Coaching (1)](https://resources.benchmarkportal.com/calltalk/tag/intentional-coaching)
- [Knowledge Loop (1)](https://resources.benchmarkportal.com/calltalk/tag/knowledge-loop)
- [Living Wage (1)](https://resources.benchmarkportal.com/calltalk/tag/living-wage)
- [Managing Complaints (1)](https://resources.benchmarkportal.com/calltalk/tag/managing-complaints)
- [Market Expansion (1)](https://resources.benchmarkportal.com/calltalk/tag/market-expansion)
- [Market Wage (1)](https://resources.benchmarkportal.com/calltalk/tag/market-wage)
- [Metrics (1)](https://resources.benchmarkportal.com/calltalk/tag/metrics)
- [Millenials (1)](https://resources.benchmarkportal.com/calltalk/tag/millenials)
- [Motivation and Manage Employees (1)](https://resources.benchmarkportal.com/calltalk/tag/motivation-and-manage-employees)
- [Net Promoter Score (1)](https://resources.benchmarkportal.com/calltalk/tag/net-promoter-score)
- [Optimizing Call Center (1)](https://resources.benchmarkportal.com/calltalk/tag/optimizing-call-center)
- [Process Improvement (1)](https://resources.benchmarkportal.com/calltalk/tag/process-improvement)
- [Profit Center (1)](https://resources.benchmarkportal.com/calltalk/tag/profit-center)
- [Reduce Abandon Rate (1)](https://resources.benchmarkportal.com/calltalk/tag/reduce-abandon-rate)
- [Retention Trends (1)](https://resources.benchmarkportal.com/calltalk/tag/retention-trends)
- [SLA (1)](https://resources.benchmarkportal.com/calltalk/tag/sla)
- [Service to Sales (1)](https://resources.benchmarkportal.com/calltalk/tag/service-to-sales)
- [Site Selection (1)](https://resources.benchmarkportal.com/calltalk/tag/site-selection)
- [Taking a fresh look at your Center (1)](https://resources.benchmarkportal.com/calltalk/tag/taking-a-fresh-look-at-your-center)
- [Team Development (1)](https://resources.benchmarkportal.com/calltalk/tag/team-development)
- [The Policies (1)](https://resources.benchmarkportal.com/calltalk/tag/the-policies)
- [The Problems (1)](https://resources.benchmarkportal.com/calltalk/tag/the-problems)
- [Thought Leadership (1)](https://resources.benchmarkportal.com/calltalk/tag/thought-leadership)
- [Time Management (1)](https://resources.benchmarkportal.com/calltalk/tag/time-management)
- [Transfers (1)](https://resources.benchmarkportal.com/calltalk/tag/transfers)
- [Transhuman Era (1)](https://resources.benchmarkportal.com/calltalk/tag/transhuman-era)
- [Voice User Interface (1)](https://resources.benchmarkportal.com/calltalk/tag/voice-user-interface)
- [Voice of the Customer (1)](https://resources.benchmarkportal.com/calltalk/tag/voice-of-the-customer)
- [agent retention (1)](https://resources.benchmarkportal.com/calltalk/tag/agent-retention)
- [customer loyalty (1)](https://resources.benchmarkportal.com/calltalk/tag/customer-loyalty)
- [employee satisfaction (1)](https://resources.benchmarkportal.com/calltalk/tag/employee-satisfaction)
- [leads (1)](https://resources.benchmarkportal.com/calltalk/tag/leads)
- [new hires (1)](https://resources.benchmarkportal.com/calltalk/tag/new-hires)
- [text messages (1)](https://resources.benchmarkportal.com/calltalk/tag/text-messages)
- [women in leadership (1)](https://resources.benchmarkportal.com/calltalk/tag/women-in-leadership)

see all

### Improve Your Center

[Contact Center Certification](https://www.benchmarkportal.com/contact-center-certification/)  
[Assessments](https://www.benchmarkportal.com/contact-center-assessments/)  
[Custom Consulting](https://www.benchmarkportal.com/custom-contact-center-consulting/)

### Compare Your Center

[Contact Center Benchmarking](https://www.benchmarkportal.com/benchmark-your-contact-center/)  
[Industry Reports](https://www.benchmarkportal.com/contact-center-industry-reports/)  
[Top Contact Centers Contest](https://www.benchmarkportal.com/top-contact-centers-contest/)  
[Automated Benchmarking](https://www.benchmarkportal.com/ibenchmark/)

### Excel With Training

[Management](https://www.benchmarkportal.com/contact-center-manager-certification-training/)  
[Quality Assurance](https://www.benchmarkportal.com/call-center-quality-assurance-certification/)  
[Workforce Management](https://www.benchmarkportal.com/contact-center-workforce-manager-certification/)  
[Coaching For Performance](https://www.benchmarkportal.com/contact-center-coaching-for-performance/)  
[Supervisor / Team Leader](https://www.benchmarkportal.com/contact-center-supervisor-certification/)  
[Agent / Customer Service Rep](https://www.benchmarkportal.com/contact-center-agent-training/)  
[Call Center Campus Week](https://www.benchmarkportal.com/call-center-campus-2/)

### Support & Tools

[CallTalk Online Radio Show](https://www.benchmarkportal.com/calltalk/)  
[Blog: Articles & Tips](https://resources.benchmarkportal.com/contact-center-articles)  
[Free Mastery Ebook Series](https://www.benchmarkportal.com/contact-center-training-free-downloads/)  
[Free Glossary of Terms](https://www.benchmarkportal.com/glossary-of-terms/)  
[Testimonials](https://www.benchmarkportal.com/testimonials/)  
[News](https://resources.benchmarkportal.com/news/tag/press-releases)  
[Videos](https://www.benchmarkportal.com/contact-center-videos/)  
[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/)

[![](https://resources.benchmarkportal.com/hubfs/Backgrounds/Screen-Shot-.png)](https://www.benchmarkportal.com/contact-benchmarkportal/)

Copyright © 2026 BenchmarkPortal, LLC     |   [Privacy Policy](https://www.benchmarkportal.com/privacy-policy/)   |   [Directory](https://www.benchmarkportal.com/our-team/)   |   [FAQ](https://www.benchmarkportal.com/faq/)   |   [Contact](https://www.benchmarkportal.com/contact-benchmarkportal/)   |   [Home](https://www.benchmarkportal.com/)