--- title: CallTalk™ Radio Show | Best Practices description: Best Practices | 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 ## [Reducing Early Attrition: How Contact Centers Can Build a System Where New Hire Retention is the Rule](https://resources.benchmarkportal.com/calltalk/reducing-early-attrition-how-contact-centers-can-build-a-system-where-new-hire-retention-is-the-rule) Aug 11, 2026, 12:08:01 PM | [CallTalk Radio Show](https://resources.benchmarkportal.com/calltalk/topic/calltalk-radio-show), [Call Center Training](https://resources.benchmarkportal.com/calltalk/topic/call-center-training), [Workforce Management](https://resources.benchmarkportal.com/calltalk/topic/workforce-management), [Best Practices](https://resources.benchmarkportal.com/calltalk/topic/best-practices), [Hiring](https://resources.benchmarkportal.com/calltalk/topic/hiring), [Customer Experience](https://resources.benchmarkportal.com/calltalk/topic/customer-experience), [Customer Journey](https://resources.benchmarkportal.com/calltalk/topic/customer-journey), [new hires](https://resources.benchmarkportal.com/calltalk/topic/new-hires) Every contact center leader knows the pattern. You hire strong, invest in training, and watch too many good people leave before they ever hit their stride. ZIZO Founder and CEO Jimmy Chebat, author of The Engagement Architecture, says the problem isn't your ... [read more](https://resources.benchmarkportal.com/calltalk/reducing-early-attrition-how-contact-centers-can-build-a-system-where-new-hire-retention-is-the-rule) ## [Mastering the Micro-Moments in Contact Centers](https://resources.benchmarkportal.com/calltalk/mastering-the-micro-moments-in-contact-centers) Jul 20, 2026, 12:45:36 PM | [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), [Customer Experience](https://resources.benchmarkportal.com/calltalk/topic/customer-experience), [Customer Journey](https://resources.benchmarkportal.com/calltalk/topic/customer-journey) Contact center training and coaching is both an art and a science. Often overlooked is the power of micro learning, delivered in small bites, to improve performance and build team satisfaction and morale. Most centers rely heavily on initial training regimens ... [read more](https://resources.benchmarkportal.com/calltalk/mastering-the-micro-moments-in-contact-centers) ## [From Insight to Impact: Unlocking Value Force Multipliers in CX | Guest: Justin Robbins](https://resources.benchmarkportal.com/calltalk/from-insight-to-impact-unlocking-value-force-multipliers-in-cx-guest-justin-robbins) Dec 18, 2024, 9:31:34 AM | [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), [Customer Experience](https://resources.benchmarkportal.com/calltalk/topic/customer-experience), [Customer Journey](https://resources.benchmarkportal.com/calltalk/topic/customer-journey) We will be talking about Value Force Multipliers in CX. I will be interviewing Justin Robbins. Justin is a keynote speaker, industry analyst, and advisor specializing in customer experience transformation. With over 20 years of leadership across CX ... [read more](https://resources.benchmarkportal.com/calltalk/from-insight-to-impact-unlocking-value-force-multipliers-in-cx-guest-justin-robbins) ## [Women in Contact Center Leadership – The Power of Community | Guest: Valerie McSorley](https://resources.benchmarkportal.com/calltalk/women-in-contact-center-leadership-the-power-of-community) Aug 28, 2024, 5:27:11 PM | [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), [women in leadership](https://resources.benchmarkportal.com/calltalk/topic/women-in-leadership) This podcast focuses on how building and nurturing a strong community can empower women in leadership roles. Bruce and Valerie highlight the importance of collaboration, support networks, mentorship, and shared experiences in driving success and creating ... [read more](https://resources.benchmarkportal.com/calltalk/women-in-contact-center-leadership-the-power-of-community) ## [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) ## [How to Turn Rookie Contact Center Hires into All-Stars | Guest: Adam Levin](https://resources.benchmarkportal.com/calltalk/how-to-turn-rookie-contact-center-hires-into-all-stars-guest-adam-levin) Apr 9, 2024, 3:54:48 PM | [Agent Development](https://resources.benchmarkportal.com/calltalk/topic/agent-development), [CallTalk Radio Show](https://resources.benchmarkportal.com/calltalk/topic/calltalk-radio-show), [Best Practices](https://resources.benchmarkportal.com/calltalk/topic/best-practices), [Agent Engagement](https://resources.benchmarkportal.com/calltalk/topic/agent-engagement), [Remote Work](https://resources.benchmarkportal.com/calltalk/topic/remote-work) Many contact center leaders struggle to get new hires up to speed, and AI will continue forcing human agents to tackle increasingly difficult sales and support scenarios. Adam Levin joins us today to discuss how to empower workers around the globe with new ... [read more](https://resources.benchmarkportal.com/calltalk/how-to-turn-rookie-contact-center-hires-into-all-stars-guest-adam-levin) ## [Getting Really Good at WFH and Hybrid Work | Guest: Michele Rowan](https://resources.benchmarkportal.com/calltalk/getting-really-good-at-wfh-and-hybrid-work-guest-michele-rowan) Mar 26, 2024, 12:24:15 PM | [CallTalk Radio Show](https://resources.benchmarkportal.com/calltalk/topic/calltalk-radio-show), [Workforce Management](https://resources.benchmarkportal.com/calltalk/topic/workforce-management), [Best Practices](https://resources.benchmarkportal.com/calltalk/topic/best-practices), [Customer Feedback](https://resources.benchmarkportal.com/calltalk/topic/customer-feedback), [Work Environment](https://resources.benchmarkportal.com/calltalk/topic/work-environment), [Remote Work](https://resources.benchmarkportal.com/calltalk/topic/remote-work) Remote and hybrid work are not new to contact centers, but getting really good at it on scale and for the long haul, is quite new. How are organizations retaining the best talent once hired, and how are they bringing people into culture folds quickly, while ... [read more](https://resources.benchmarkportal.com/calltalk/getting-really-good-at-wfh-and-hybrid-work-guest-michele-rowan) ## [Replacing Surveys with the Sentiment Arc: What I learned from analyzing 29,000 calls! | Guest: Jeff Toister](https://resources.benchmarkportal.com/calltalk/replacing-surveys-with-the-sentiment-arc-what-i-learned-from-analyzing-29000-calls-guest-jeff-toister) Feb 26, 2024, 7:19:20 PM | [CallTalk Radio Show](https://resources.benchmarkportal.com/calltalk/topic/calltalk-radio-show), [Best Practices](https://resources.benchmarkportal.com/calltalk/topic/best-practices), [Customer Feedback](https://resources.benchmarkportal.com/calltalk/topic/customer-feedback), [Surveys](https://resources.benchmarkportal.com/calltalk/topic/surveys), [QA](https://resources.benchmarkportal.com/calltalk/topic/qa), [A.I.](https://resources.benchmarkportal.com/calltalk/topic/a-i) Customer service surveys are no longer effective. Response rates are low, customers are tired of endless requests, and it’s becoming more difficult to get actionable data. A new technique called sentiment analysis analyzes the conversations you’re already ... [read more](https://resources.benchmarkportal.com/calltalk/replacing-surveys-with-the-sentiment-arc-what-i-learned-from-analyzing-29000-calls-guest-jeff-toister) ## [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) ## [Emerging Best Practices in Agent Screening: Success through Optimized Simulations | Guest: Joe LaTorre](https://resources.benchmarkportal.com/calltalk/best-practices-call-center-agent-screening) Apr 17, 2017, 9:40:32 AM | [CallTalk Radio Show](https://resources.benchmarkportal.com/calltalk/topic/calltalk-radio-show), [Best Practices](https://resources.benchmarkportal.com/calltalk/topic/best-practices), [CallTalk Season 8](https://resources.benchmarkportal.com/calltalk/topic/season-8) Joe LaTorre, Director of Innovation at Employment Technologies, will talk with host Bruce Belfiore about emerging practices that every contact center manager should know about. Focus will be on giving you take-aways that will make your recruiting and ... [read more](https://resources.benchmarkportal.com/calltalk/best-practices-call-center-agent-screening) ## [Best Practices in Call Center Consolidation | Guest: Tim Rauschenbach](https://resources.benchmarkportal.com/calltalk/calltalk-radio-show-best-practices-call-center-consolidation) Jun 23, 2016, 11:38:12 AM | [CallTalk Radio Show](https://resources.benchmarkportal.com/calltalk/topic/calltalk-radio-show), [Best Practices](https://resources.benchmarkportal.com/calltalk/topic/best-practices), [CallTalk Season 7](https://resources.benchmarkportal.com/calltalk/topic/season-7), [Consolidation](https://resources.benchmarkportal.com/calltalk/topic/consolidation) In this episode, you will learn “Five Keys To Call Center Consolidation”. Consolidation is an important and complex process that needs to be approached and executed carefully. It is crucial that you fully consider the impacts on your operations, including on ... [read more](https://resources.benchmarkportal.com/calltalk/calltalk-radio-show-best-practices-call-center-consolidation) ## [Gamification Principles and Best Practices | Guest: Bob Cowen](https://resources.benchmarkportal.com/calltalk/calltalk-radio-show-gamification-principles-best-practices) May 14, 2014, 11:22:19 AM | [CallTalk Radio Show](https://resources.benchmarkportal.com/calltalk/topic/calltalk-radio-show), [Best Practices](https://resources.benchmarkportal.com/calltalk/topic/best-practices), [Gamification](https://resources.benchmarkportal.com/calltalk/topic/gamification), [CallTalk Season 5](https://resources.benchmarkportal.com/calltalk/topic/season-5) Join host BenchmarkPortal CEO Bruce Belfiore and guest host Bob Cowen, Snowfly, as they discuss gamification principles and best practices. What is it, why all of the hype, and how can we use it for our daily challenges like retention, adherence, quality, ... [read more](https://resources.benchmarkportal.com/calltalk/calltalk-radio-show-gamification-principles-best-practices) ## [Adherence: The Problems, The Policies, The Best Practices | Guest: Erica Cockfield](https://resources.benchmarkportal.com/calltalk/calltalk-radio-show-adherence-problems-policies-best-practices) May 19, 2010, 8:47:13 AM | [The Problems](https://resources.benchmarkportal.com/calltalk/topic/the-problems), [Adherence](https://resources.benchmarkportal.com/calltalk/topic/adherence), [CallTalk Radio Show](https://resources.benchmarkportal.com/calltalk/topic/calltalk-radio-show), [CallTalk Season 1](https://resources.benchmarkportal.com/calltalk/topic/season-1), [The Policies](https://resources.benchmarkportal.com/calltalk/topic/the-policies), [Best Practices](https://resources.benchmarkportal.com/calltalk/topic/best-practices) [read more](https://resources.benchmarkportal.com/calltalk/calltalk-radio-show-adherence-problems-policies-best-practices) ## [Email Metrics Best Practices | Guest: John Chatterley](https://resources.benchmarkportal.com/calltalk/calltalk-radio-show-email-metrics-best-practices) Nov 11, 2009, 9:20:07 AM | [CallTalk Radio Show](https://resources.benchmarkportal.com/calltalk/topic/calltalk-radio-show), [E-mail Best Practices](https://resources.benchmarkportal.com/calltalk/topic/e-mail-best-practices), [CallTalk Season 1](https://resources.benchmarkportal.com/calltalk/topic/season-1), [Best Practices](https://resources.benchmarkportal.com/calltalk/topic/best-practices) [read more](https://resources.benchmarkportal.com/calltalk/calltalk-radio-show-email-metrics-best-practices) [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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