---
title: CallTalk™ Radio Show | AI
description: AI | 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.
---

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# CallTalk™ Radio Show Archive

## [Practice on AI, not Humans: How AI-Powered Simulation Training Empowers Your Human Agents to Succeed | Guest: David Lawson](https://resources.benchmarkportal.com/calltalk/practice-on-ai-not-humans-how-ai-powered-simulation-training-empowers-your-human-agents-to-succeed)

Jun 24, 2024, 6:28:36 PM |

[Agent Development](https://resources.benchmarkportal.com/calltalk/topic/agent-development), [CallTalk Radio Show](https://resources.benchmarkportal.com/calltalk/topic/calltalk-radio-show), [Call Center Training](https://resources.benchmarkportal.com/calltalk/topic/call-center-training), [Best Practices](https://resources.benchmarkportal.com/calltalk/topic/best-practices), [Agent Engagement](https://resources.benchmarkportal.com/calltalk/topic/agent-engagement), [AI](https://resources.benchmarkportal.com/calltalk/topic/ai), [A.I.](https://resources.benchmarkportal.com/calltalk/topic/a-i)

 The ability of AI to empower, not replace, humans is often lost in the sensational stories about AI’s impact on call centers. In this podcast we explore how conversational and generative AI are being utilized across industries to exponentially scale ... 

[read more](https://resources.benchmarkportal.com/calltalk/practice-on-ai-not-humans-how-ai-powered-simulation-training-empowers-your-human-agents-to-succeed)

## [Getting the Most out of AI and Automation for Quality Assurance in Contact Centers | Guest: Chad Tatton](https://resources.benchmarkportal.com/calltalk/getting-the-most-out-of-ai-and-automation-for-quality-assurance-in-contact-centers)

Jan 24, 2024, 9:24:30 AM |

[CallTalk Radio Show](https://resources.benchmarkportal.com/calltalk/topic/calltalk-radio-show), [Quality Assurance](https://resources.benchmarkportal.com/calltalk/topic/quality-assurance), [Best Practices](https://resources.benchmarkportal.com/calltalk/topic/best-practices), [Delivering Quality](https://resources.benchmarkportal.com/calltalk/topic/delivering-quality), [AI](https://resources.benchmarkportal.com/calltalk/topic/ai), [QA](https://resources.benchmarkportal.com/calltalk/topic/qa), [A.I.](https://resources.benchmarkportal.com/calltalk/topic/a-i)

 Chad Tatton brings tremendous experience in using quality assurance to improve customer satisfaction, efficiency, effectiveness, time to proficiency, and sales in the contact center. During this conversation with host Bruce Belfiore, Chad will relay his ... 

[read more](https://resources.benchmarkportal.com/calltalk/getting-the-most-out-of-ai-and-automation-for-quality-assurance-in-contact-centers)

## [Generative AI Best Practices for your Contact Center Transformation | Guest: Jimmy Padia](https://resources.benchmarkportal.com/calltalk/generative-ai-best-practices-for-your-contact-center-transformation)

Oct 27, 2023, 9:58:50 AM |

[CallTalk Radio Show](https://resources.benchmarkportal.com/calltalk/topic/calltalk-radio-show), [Best Practices](https://resources.benchmarkportal.com/calltalk/topic/best-practices), [AI](https://resources.benchmarkportal.com/calltalk/topic/ai), [A.I.](https://resources.benchmarkportal.com/calltalk/topic/a-i), [CallTalk Season 14](https://resources.benchmarkportal.com/calltalk/topic/calltalk-season-14)

 This episode of CallTalk will focus on explaining the different types of Generative AI, as well as best practices to follow in selecting an LLM (Large Language Model). The discussion will help you understand what you should know, and helps you identify the ... 

[read more](https://resources.benchmarkportal.com/calltalk/generative-ai-best-practices-for-your-contact-center-transformation)

## [Highlights from Call Center Campus](https://resources.benchmarkportal.com/calltalk/highlights-from-call-center-campus-everything-you-need-to-know)

Oct 23, 2018, 12:33:20 PM |

[CallTalk Radio Show](https://resources.benchmarkportal.com/calltalk/topic/calltalk-radio-show), [CallTalk](https://resources.benchmarkportal.com/calltalk/topic/calltalk), [CallTalk Season 9](https://resources.benchmarkportal.com/calltalk/topic/calltalk-season-9), [AI](https://resources.benchmarkportal.com/calltalk/topic/ai), [Bots](https://resources.benchmarkportal.com/calltalk/topic/bots), [RPA](https://resources.benchmarkportal.com/calltalk/topic/rpa)

[read more](https://resources.benchmarkportal.com/calltalk/highlights-from-call-center-campus-everything-you-need-to-know)

## [Digital Workforce, Keeping Automation Real | Guest: Martijn Zuiderbaan](https://resources.benchmarkportal.com/calltalk/digital-workforce-keeping-automation-real)

Sep 11, 2018, 1:04:08 PM |

[CallTalk Radio Show](https://resources.benchmarkportal.com/calltalk/topic/calltalk-radio-show), [Workforce Management](https://resources.benchmarkportal.com/calltalk/topic/workforce-management), [CallTalk](https://resources.benchmarkportal.com/calltalk/topic/calltalk), [CallTalk Season 9](https://resources.benchmarkportal.com/calltalk/topic/calltalk-season-9), [AI](https://resources.benchmarkportal.com/calltalk/topic/ai), [Bots](https://resources.benchmarkportal.com/calltalk/topic/bots), [RPA](https://resources.benchmarkportal.com/calltalk/topic/rpa), [WFM](https://resources.benchmarkportal.com/calltalk/topic/wfm)

 Nowadays you hear a lot of companies who are doing ‘something’ with Automation (RPA) or Artificial Intelligence (AI), however, what is the real story behind it, is it truly as easy as the vendors pitch it or does it require effort? 

[read more](https://resources.benchmarkportal.com/calltalk/digital-workforce-keeping-automation-real)

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

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- [CallTalk Season 4 (14)](https://resources.benchmarkportal.com/calltalk/tag/season-4)
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- [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)
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- [CallTalk Season 6 (11)](https://resources.benchmarkportal.com/calltalk/tag/season-6)
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- [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)
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- [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)
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- [CallTalk Season 13 (4)](https://resources.benchmarkportal.com/calltalk/tag/calltalk-season-13)
- [Leadership Development (4)](https://resources.benchmarkportal.com/calltalk/tag/leadership-development)
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- [Agent Development (3)](https://resources.benchmarkportal.com/calltalk/tag/agent-development)
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- [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)
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- [RPA (2)](https://resources.benchmarkportal.com/calltalk/tag/rpa)
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- [Social Media (2)](https://resources.benchmarkportal.com/calltalk/tag/social-media)
- [Surveys (2)](https://resources.benchmarkportal.com/calltalk/tag/surveys)
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- [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)
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- [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)
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- [FMLA (1)](https://resources.benchmarkportal.com/calltalk/tag/fmla)
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- [Inbound Sales (1)](https://resources.benchmarkportal.com/calltalk/tag/inbound-sales)
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- [Knowledge Loop (1)](https://resources.benchmarkportal.com/calltalk/tag/knowledge-loop)
- [Living Wage (1)](https://resources.benchmarkportal.com/calltalk/tag/living-wage)
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- [Market Wage (1)](https://resources.benchmarkportal.com/calltalk/tag/market-wage)
- [Metrics (1)](https://resources.benchmarkportal.com/calltalk/tag/metrics)
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- [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)
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- [Retention Trends (1)](https://resources.benchmarkportal.com/calltalk/tag/retention-trends)
- [SLA (1)](https://resources.benchmarkportal.com/calltalk/tag/sla)
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- [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)
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- [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)

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