Leadership and Happiness | Guest: Charles Paelinck

Do Happy Leaders Lead Better? In this special episode of CallTalk, our guest argues that, in today's business organizations, great leaders usually are truly happy leaders. Does this reflect you and your contact center?
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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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Knowledge Management in the Contact Center | Guest: Brian Golden

Knowledge Management tools and resources are the brain of your contact center, providing your agents with the information they need right when they need it…when developed effectively and working properly.   The effectiveness of your Knowledge Management tools ...
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Leadership Perspectives | Guest: Sheena Monnin

Leadership Perspectives: Have you ever wondered why some people are more difficult to work with than others? No matter how hard you try, it seems impossible to see eye to eye with the other person. Believe it or not, there is a quick way to figure out why the ...
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Customer Experience Journey Mapping | Guest: Amy Novak

How can an organization increase the customer satisfaction by providing a positive experience and reducing the customer’s effort?  Is your organization thinking of, or looking into, more effective and less expensive says of interacting with customers?
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Outbound Predictive Dailing - Is it Dead in the US? | Guest: Alex Demczak

There have been astounding changes to the outbound calling process over the years. If your company uses predictive outbound dialing or your agents are spending time performing outbound calls, you need to hear about recent federal and state changes.
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Before Buying WFO Technology, Listen to this: Two Emerging Changes in the Contact Center Industry | Guest: William Durr

Lately, Bill has begun to detect some striking changes emerging in the contact center industry. Something that has always mystified Bill Durr is the absence of change in the industry. He sees that contact centers really don’t want to buy software, they want ...
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Big Data | Guest: Geoff Colgan

Almost 70% of Fortune 1000 companies have Big Data initiatives. But even smaller companies are using Big Data techniques to find competitive advantages. Learn how Big Data is transforming call center operations, and why your company should be planning Big ...
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Inbound Sales: Accelerate your Sales Cycle | Guest: Mark Coudray

The inbound sales process is changing. In the old days, the consumer would do about 1/3 of the sales process in advance of reaching out to the call center; now this fraction has more than doubled in many cases – with important implications for sales ...
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Leadership Development | Guest: Chris Abel

Leaders play a vital role in the call center, they are an important reason why people stay or leave, engage or not engage. Research shows the relationship agents have with their lead, supervisor or direct boss are key. Have your leaders gone into their ...
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Employee Engagement and Retention Trends | Guest: Chris Abel

Employee engagement and retention are core talent management building blocks. Staying abreast of key trends and new approaches is important for HR professionals across disciplines. TalentKeepers’ annual Employee Engagement and Retention Trends Survey is the ...
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Surveys - 15 Tips to Optimize Yours | Guest: Dr. Fred Van Bennekom

Survey Design Surveys are an important tool for measuring your customers’ and agents’ satisfaction along with identifying areas needing improvement. While a survey seems deceptively simple — it’s just a bunch of questions — getting good, valid data for ...
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Technology - Leveraging Industry Benchmarks to Build a Business Case | Guest: Drew Wright

Leveraging Industry Benchmarks to Build a Business Case for a Technology Investment. Technology is a crucial component of a good contact center. Drew Wright will share his experiences as a problem solver and business case builder. He will shed light on how ...
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Coaching Strategy - A Success Formula | Guest: Dave Gregory

A Success Formula – How to Coach and Develop Discretionary Effort Learn how each employee is unique and valuable when properly mentored. As a coach use this knowledge to guide them through important transformations toward top performance.
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Process Improvement at Contact Centers - A Lean Six Sigma Approach | Guest: Walt Sweeny

Customers are demanding more efficient and effective service from Contact Centers throughout all industries. Host Bruce Belfiore chats with veteran manager Walt Sweeney about a Lean Six Sigma approach to Contact Center process improvement that Contact Center ...
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Culture - How To Build and Work With Culture | Guest: Walt Sweeny

Many of us describe our strong culture and its impact on our organization as a “secret sauce”. What are some factors that can serve a barriers to creating a strong and healthy culture?”
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Quality Assurance - One Minute Survey | Guest: Dayne Petersen

Listen to host Bruce Belfiore interview Dayne Petersen in an illuminating discussion on Quality Assurance best practices.
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Caller I.D. and the Contact Center | Guest: Ian Roncoroni

Cost of caller identification: Even though it’s been around for decades, caller ID continues to pose problems for your contact center.  Today, we’ll be talking about why those problems are actually getting worse, and discuss some ways your contact centers can ...
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Highlights from Call Center Campus: Imagining Excellence in the Contact Center | Guest: Amy Novak

After another amazing Call Center Campus event in Las Vegas this November 2014, Bruce Belfiore and Amy Novak review some of the highlights from the event. Listen as they review best practices shared in our Round Tables and Panel Discussions, as well as ...
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Quality Transformation | Guest: Toni Roberts

Listen now on demand to our latest CallTalk Show on Quality Transformation. Toni Roberts, Director of Delta Dental of Michigan, will share tips on breathing new life into quality at your center. This includes changing the perception of quality ownership by ...
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Call Center Law | Guest: Adam Losey

Listen now on demand to our latest CallTalk Show on Call Center Law. Adam Losey, Esq., an attorney with Foley & Lardner, will share tips on monitoring communications as well as other legal issues important to contact centers. As privacy counsel for call ...
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Employee Recognition - Why is everyone talking about it? | Guest: Rosanne D’Ausilio

Why are so many people talking about Employee Engagement? We’ll find out a few tips on the effectiveness of employee recognition and how it can potentially provide financial success to your company. Zane Safrit, CEO, Business Consultant, and Author will share ...
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Agent Motivation and Coaching - The Positive Coaching Approach | Guest: Judy McKee

What is the Positive Coach Approach? Positive Coach is designed to help call center coaches learn how to cultivate great agents. This approach will lessen the work load on managers and quality assurance departments, and foster a more open and competent work ...
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Customer Effort - Is this the new Net Promoter Score? | Guest: Frederick Van Bennekom

Just because research is published on the internet or in a business journal does not mean the research findings are true. Look at survey methodology and design to determine validity. Join host BenchmarkPortal CEO Bruce Belfiore and guest host Frederick Van ...
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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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Is The Net Promoter Score The One Number You Need to Know | Guest: Frederick Van Bennekom

Unless we're in a churn and burn business, customer retention is critical to achieve long term profitability. But how do we know what drives customer retention? We may have lots of anecdotal data, but can we be scientific to identify those customers are very ...
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Virtual Agents – Ideas for Implementing a Home Based Support Center | Guest: Jesse Hoobler

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.
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Management: Generation Y in the Contact Center | Guest: Greg Van Zandt

Understanding Millennials: Who Are They? What drives them? What are their significant attributes? Considerations when managing this Generation: Implications on Scheduling, Work diversity, Training / Coaching, Contact Center and Corporate culture; Leveraging ...
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Management: Are You Parenting or Managing Your Staff | Guest: Rosanne D’Ausilio

Do you want to improve your performance and the performance of your staff?  Of course, the answer is yes. We all do.  But first we need distinctions between managing and parenting–as well as managing and leading–so managers (and everyone else) can develop ...
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Delivering Quality: Sysco's Service with a S.M.I.L.E. | Guest: Ed Poorbaugh

Ed shares how Sysco has improved their average quality score from 88.7% to 94%, and reduced turnover by 15%.  They are delivering service with a S.M.I.L.E. Ed has held a number of positions in warehousing, transportation and information technology operations ...
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Voice of the Customer | Guest: Steve Ellis

Steve Ellis will share five key steps to designing an effective Voice of the Customer program that focuses on the customer experience and drives continuous improvement throughout the organization.
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Lemming or Leader - You Decide | Guest: Steve Riddell

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Call Center Campus 2012 - Best Practices Roundup | Guest: Dee Buell

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Service to Sales: Providing Strategic Organizational Value | Guest: Russell Rossi

Discussion points: 1.  Developing a strategic road map 2.  Key strategies to excite your organization for change and growth 3.  Importance of measuring results for success.
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Multi-Channel Management: Latest Learning On What To Measure & How | Guest: David Raia

“Call” centers are now “Contact” centers, with multiple channels a client can connect with you and your business.  Special guest, David Raia, will be joining us as we examine this new world and discuss the following:
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Adding Sales to Your Customer Service Culture | Guest: Susan Wolski

Join host Bruce Belfiore, CEO, and Susan Wolski – TXU Energy, as they discuss adding sales to your customer service culture. Transitioning a call center from a typical “customer service” environment to a “sales” environment can be challenging. However, in ...
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Government Call Centers: Simple Adjustments for Better Service Levels! | Guest: Kimberly Parish Barrett

Join host Bruce Belfiore, CEO, and Kimberly Parish Barrett, Director, Florida Abuse Hotline, Department of Children and Families, as they discuss government call centers. Bruce and Kimblerly will discuss how simple operational adjustments can lead to improved ...
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BenchmarkPortal's New Multi-Channel Benchmark Survey | Guest: John Chatterley

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Workforce Management Meets Workforce Morale | Guest: Ed Poorbaugh

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Employee Training...Getting The Most Bang For Your Buck? | Guest: Susan McDonald Osborn

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Working Successfully with Generation Y | Guest: Kevin Childs

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Training - How it Sets the Atmosphere in a Contact Center | Guest: Fidel Ligsay

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Co-Browsing Technology for the Customer | Guest: Dusty Stanford

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The Meaning of Life...in the Call Center: Rethinking Agent Satisfaction | Guest: Dr. Teresa Amabile

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Assessing the Competitive Landscape for Market Expansions or Consolidations | Guest: James Trobaugh

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Social Media in the Call Center - Don't Believe the Myths | Guest: Dr Natalie Petouhoff

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Impact of Technology on Contact Center Performance | Guest: John Chatterley

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Agent Adherence: Managing FMLA in the Contact Center | Guest: Tina Honkus

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Live in Vegas - Call Center Campus | Guest: Matt Conant

Contact center experts discussion on caller satisfaction, agent satisfaction and “20 Best Practice Ideas in 20 Minutes.” Recorded live from Call Center Campus
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A BenchmarkPortal Christmas Special | Guest: BenchmarkPortal Contact Center Experts

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Voice User Interface and the Latino Caller | Guest: Sondra Ahlen

How to Manage the Continuously Emerging Caller Base of Latino-Speaking Clients
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Employee Incentives: Two Magic Words That Equal Success! | Guest: Bob Cowen

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Paving a Smooth Road Between IVR and Agent | Guest: Susan Hura

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Home Agent: A Fresh Look At The At-Home Agent Concept | Guest: Dee Buell

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Customer Satisfaction: Acting on the Voice of the Customer Show | Guest: Peter Leppik

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Time Management: Getting More (done) with Less (stress) Show | Guest: Paul H. Burton

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Optimal IVR Call Flow Design Show | Guest: Jay Minnucci

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