Getting the Most out of AI and Automation for Quality Assurance in Contact Centers | Guest: Chad Tatton

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 ...
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Generative AI Best Practices for your Contact Center Transformation | Guest: Jimmy Padia

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 ...
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Emerging Best Practices in Agent Screening: Success through Optimized Simulations | Guest: Joe LaTorre

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 ...
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Best Practices in Call Center Consolidation | Guest: Tim Rauschenbach

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 ...
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Gamification Principles and Best Practices | Guest: Bob Cowen

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, ...
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Adherence: The Problems, The Policies, The Best Practices | Guest: Erica Cockfield

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Email Metrics Best Practices | Guest: John Chatterley

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