--- title: CallTalk™ Radio Show | At-Home Agents description: At-Home Agents | 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/) - 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[Our Team](https://www.benchmarkportal.com/our-team/) - [Career Opportunities](https://www.benchmarkportal.com/career-opportunities/) Search ... # CallTalk™ Radio Show Archive ## [How Great Frontline Support Creates Great Agents - "How To" Tips | Guest: Mark Brody](https://resources.benchmarkportal.com/calltalk/how-great-frontline-support-creates-great-agents-how-to-tips-guest-mark-brody) Oct 30, 2022, 8:38:03 AM | [At-Home Agents](https://resources.benchmarkportal.com/calltalk/topic/at-home-agents), [CallTalk Radio Show](https://resources.benchmarkportal.com/calltalk/topic/calltalk-radio-show), [Customer Service](https://resources.benchmarkportal.com/calltalk/topic/customer-service), [CallTalk Season 13](https://resources.benchmarkportal.com/calltalk/topic/calltalk-season-13) Join Bruce Belfiore as he interviews industry veteran Mark Brody about getting your center "unstuck" by supporting your front line agents - - and making them stars. Providing the right technology, training and leadership, combined with dedication to ... [read more](https://resources.benchmarkportal.com/calltalk/how-great-frontline-support-creates-great-agents-how-to-tips-guest-mark-brody) ## [Mindfulness Experience: Moving from Toxic to Terrific by Intentionally Helping Staff to Reboot, Reset and Reframe | Guest: Keith Fiveson](https://resources.benchmarkportal.com/calltalk/mindfulness-experience-moving-from-toxic-to-terrific) Sep 29, 2022, 8:34:38 PM | [At-Home Agents](https://resources.benchmarkportal.com/calltalk/topic/at-home-agents), [CallTalk Radio Show](https://resources.benchmarkportal.com/calltalk/topic/calltalk-radio-show), [Customer Service](https://resources.benchmarkportal.com/calltalk/topic/customer-service), [CallTalk Season 13](https://resources.benchmarkportal.com/calltalk/topic/calltalk-season-13) Join CallTalk as Keith Fiveson talks to Bruce Belfiore abou t boost ing your customer experience and employee engagement using leadership techniques he has developed over a lifetime of experience. Use these techniques to empower greater resilienc e and create ... [read more](https://resources.benchmarkportal.com/calltalk/mindfulness-experience-moving-from-toxic-to-terrific) ## [Managing Work-At-Home Agents | Guest: Marcia Presberry and Shannon Smith](https://resources.benchmarkportal.com/calltalk/managing-work-at-home-agents-guest-marcia-presberry-and-shannon-smith) Aug 31, 2022, 8:58:26 PM | [At-Home Agents](https://resources.benchmarkportal.com/calltalk/topic/at-home-agents), [CallTalk Radio Show](https://resources.benchmarkportal.com/calltalk/topic/calltalk-radio-show), [Customer Service](https://resources.benchmarkportal.com/calltalk/topic/customer-service), [CallTalk Season 13](https://resources.benchmarkportal.com/calltalk/topic/calltalk-season-13) Managing work-at-home agents has moved from pandemic emergency mode to representing a long-term challenge for most contact center managers. This episode of CallTalk will focus on tips and best practices that you can use immediately to improve performance. ... [read more](https://resources.benchmarkportal.com/calltalk/managing-work-at-home-agents-guest-marcia-presberry-and-shannon-smith) ## [When YOU Need the Coaching - Managers Need Coaches to Succeed too | Guest: Mitchell Levy](https://resources.benchmarkportal.com/calltalk/when-you-need-the-coaching-agents-and-managers-need-coaches-to-succeed) Jul 15, 2022, 10:09:26 AM | [At-Home Agents](https://resources.benchmarkportal.com/calltalk/topic/at-home-agents), [CallTalk Radio Show](https://resources.benchmarkportal.com/calltalk/topic/calltalk-radio-show), [Customer Service](https://resources.benchmarkportal.com/calltalk/topic/customer-service), [Customer Experience](https://resources.benchmarkportal.com/calltalk/topic/customer-experience), [Credibility](https://resources.benchmarkportal.com/calltalk/topic/credibility), [CallTalk Season 13](https://resources.benchmarkportal.com/calltalk/topic/calltalk-season-13) We have dedicated courses and CallTalk episodes on coaching for agents - an important topic indeed. However, contact center managers need coaching as well - - coaching that may go beyond the training curricula that are in the market. Tune in to this episode ... [read more](https://resources.benchmarkportal.com/calltalk/when-you-need-the-coaching-agents-and-managers-need-coaches-to-succeed) ## [Managing Contact Centers Takes Credibility: Hear how to build it best | Guest: Mitchell Levy](https://resources.benchmarkportal.com/calltalk/managing-contact-centers-takes-credibility-hear-how-to-build-it-best) Nov 16, 2021, 11:48:13 AM | [At-Home Agents](https://resources.benchmarkportal.com/calltalk/topic/at-home-agents), [CallTalk Radio Show](https://resources.benchmarkportal.com/calltalk/topic/calltalk-radio-show), [Customer Service](https://resources.benchmarkportal.com/calltalk/topic/customer-service), [Customer Experience](https://resources.benchmarkportal.com/calltalk/topic/customer-experience), [CallTalk Season12](https://resources.benchmarkportal.com/calltalk/topic/calltalk-season12), [Credibility](https://resources.benchmarkportal.com/calltalk/topic/credibility) Global Credibility Expert, Mitchell Levy, is an evangelist for those who want to be seen as credible and win the war against those in what he calls "Dubious Nation". Mitchell, a TEDtalk veteran, has interviewed over 500 thought leaders from across the world ... [read more](https://resources.benchmarkportal.com/calltalk/managing-contact-centers-takes-credibility-hear-how-to-build-it-best) ## [How to Guarantee an Amazing Customer Experience | Guest: Jeff Toister](https://resources.benchmarkportal.com/calltalk/how-to-guarantee-an-amazing-customer-experience) Oct 12, 2021, 11:17:31 AM | [At-Home Agents](https://resources.benchmarkportal.com/calltalk/topic/at-home-agents), [CallTalk Radio Show](https://resources.benchmarkportal.com/calltalk/topic/calltalk-radio-show), [Customer Service](https://resources.benchmarkportal.com/calltalk/topic/customer-service), [Customer Experience](https://resources.benchmarkportal.com/calltalk/topic/customer-experience), [CallTalk Season12](https://resources.benchmarkportal.com/calltalk/topic/calltalk-season12) An experience guarantee goes beyond merely warrantying a product against defects. It encompasses the entire customer journey to promise an experience that never falls short of expectations. Customer loyalty skyrockets when people trust your brand, product, or ... [read more](https://resources.benchmarkportal.com/calltalk/how-to-guarantee-an-amazing-customer-experience) ## [Management Challenges in an At-Home Work Environment | Guest: Robert Kobek](https://resources.benchmarkportal.com/calltalk/management-challenges-in-an-at-home-work-environment) Sep 28, 2021, 10:42:52 PM | [At-Home Agents](https://resources.benchmarkportal.com/calltalk/topic/at-home-agents), [CallTalk Radio Show](https://resources.benchmarkportal.com/calltalk/topic/calltalk-radio-show), [Remote Work](https://resources.benchmarkportal.com/calltalk/topic/remote-work), [CallTalk Season12](https://resources.benchmarkportal.com/calltalk/topic/calltalk-season12) The pandemic has intensified many of the challenges facing contact center managers. Join Bruce Belfiore as he interviews Bob Kobek of Mobius SVP for a lively episode of CallTalk centered on issues of worker recruitment and attrition and other remote ... [read more](https://resources.benchmarkportal.com/calltalk/management-challenges-in-an-at-home-work-environment) ## [MANAGING WITH COVID-19 | BenchmarkPortal's Virtual Town Hall](https://resources.benchmarkportal.com/calltalk/managing-with-covid-19-benchmarkportals-virtual-town-hall) Apr 3, 2020, 12:55:46 PM | [At-Home Agents](https://resources.benchmarkportal.com/calltalk/topic/at-home-agents), [Virtual Agents](https://resources.benchmarkportal.com/calltalk/topic/virtual-agents), [Coronavirus](https://resources.benchmarkportal.com/calltalk/topic/coronavirus) Air date: April 3rd, 2020 [read more](https://resources.benchmarkportal.com/calltalk/managing-with-covid-19-benchmarkportals-virtual-town-hall) ## [Virtual Agents – Ideas for Implementing a Home Based Support Center | Guest: Jesse Hoobler](https://resources.benchmarkportal.com/calltalk/calltalk-radio-show-virtual-agents-ideas-implementing-home-based-support-center) Mar 19, 2014, 11:40:26 AM | [At-Home Agents](https://resources.benchmarkportal.com/calltalk/topic/at-home-agents), [CallTalk Radio Show](https://resources.benchmarkportal.com/calltalk/topic/calltalk-radio-show), [CallTalk Season 5](https://resources.benchmarkportal.com/calltalk/topic/season-5), [Virtual Agents](https://resources.benchmarkportal.com/calltalk/topic/virtual-agents) We will be discussing the reasons why Support Organizations choose to go virtual, advantages to leverage, roadblocks to avoid, and some lessons learned from out in the field. [read more](https://resources.benchmarkportal.com/calltalk/calltalk-radio-show-virtual-agents-ideas-implementing-home-based-support-center) ## [Home Agent: A Fresh Look At The At-Home Agent Concept | Guest: Dee Buell](https://resources.benchmarkportal.com/calltalk/calltalk-radio-home-agent-a-fresh-look-at-the-at-home-agent-concept) Jul 13, 2011, 12:59:55 PM | [At-Home Agents](https://resources.benchmarkportal.com/calltalk/topic/at-home-agents), [CallTalk Radio Show](https://resources.benchmarkportal.com/calltalk/topic/calltalk-radio-show), [CallTalk Season 2](https://resources.benchmarkportal.com/calltalk/topic/season-2) [read more](https://resources.benchmarkportal.com/calltalk/calltalk-radio-home-agent-a-fresh-look-at-the-at-home-agent-concept) ## [At-Home Agent 2 Show | Guest: Steve Silver](https://resources.benchmarkportal.com/calltalk/calltalk-radio-show-home-agent-2) Aug 16, 2010, 2:31:57 PM | [At-Home Agents](https://resources.benchmarkportal.com/calltalk/topic/at-home-agents), [CallTalk Radio Show](https://resources.benchmarkportal.com/calltalk/topic/calltalk-radio-show), [CallTalk Season 2](https://resources.benchmarkportal.com/calltalk/topic/season-2) [read more](https://resources.benchmarkportal.com/calltalk/calltalk-radio-show-home-agent-2) ## [At-Home Agents | Guest: Steve Silver](https://resources.benchmarkportal.com/calltalk/calltalk-radio-show-home-agents) Sep 8, 2009, 9:42:35 AM | [At-Home Agents](https://resources.benchmarkportal.com/calltalk/topic/at-home-agents), [CallTalk Radio Show](https://resources.benchmarkportal.com/calltalk/topic/calltalk-radio-show), [CallTalk Season 1](https://resources.benchmarkportal.com/calltalk/topic/season-1) [read more](https://resources.benchmarkportal.com/calltalk/calltalk-radio-show-home-agents) [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. 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