--- title: CallTalk™ Radio Show | CallTalk Season 11 description: CallTalk Season 11 | 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/) - [Top Contact Centers Contest](https://www.benchmarkportal.com/top-contact-centers-contest/) - [iBenchmark](https://www.benchmarkportal.com/ibenchmark/) - [Industry Reports](https://www.benchmarkportal.com/contact-center-industry-reports/) - [Certification](https://www.benchmarkportal.com/contact-center-certification/) - [Assessments](https://www.benchmarkportal.com/contact-center-assessments/) - [Training](https://www.benchmarkportal.com/contact-center-training/) - [AI in the Contact Center](https://www.benchmarkportal.com/ai-for-contact-center-professionals-certification/) - [Management Certification](https://www.benchmarkportal.com/contact-center-manager-training-certification/) - [Supervisor Certification](https://www.benchmarkportal.com/contact-center-supervisor-training/) - [Quality Assurance Certification](https://www.benchmarkportal.com/call-center-quality-assurance-training-certification/) - [Workforce Manager Certification](https://www.benchmarkportal.com/contact-center-workforce-manager-training-certification/) - [Coaching for Performance](https://www.benchmarkportal.com/contact-center-coaching-for-performance/) - [Agent Certification](https://www.benchmarkportal.com/call-center-agent-training-certification/) - [Agent Soft-Skills](https://www.benchmarkportal.com/contact-center-agent-soft-skills-training/) - Learning Chanel - [Call Center Learning Channel](https://www.benchmarkportal.com/call-center-learning-channel/) - [Call Center Learning Channel Plus](https://www.benchmarkportal.com/call-center-learning-channel-plus/) - [Resources](https://www.benchmarkportal.com/resources/) - [Publications](https://www.benchmarkportal.com/contact-center-publications/) - [Mastery eBook Series](https://www.benchmarkportal.com/contact-center-training-free-downloads/) - [Blog: Articles & Tips](https://resources.benchmarkportal.com/contact-center-articles) - [Blog: Agent Voices](https://resources.benchmarkportal.com/contact-center-articles/topic/agent-voices) - [Books](https://www.benchmarkportal.com/contact-center-books/) - [White Papers](https://www.benchmarkportal.com/contact-center-white-papers/) - [Research Reports](https://www.benchmarkportal.com/contact-center-research-reports/) - [Glossary of Terms](https://www.benchmarkportal.com/glossary-of-terms/) - - [CallTalk Radio Show](https://www.benchmarkportal.com/calltalk-radio-show/) - [CallTalk Archives](https://resources.benchmarkportal.com/calltalk) - - [News](https://www.benchmarkportal.com/contact-center-news/) - [Contact Centers and COVID-19](https://resources.benchmarkportal.com/covid-19) - [Press Releases](https://resources.benchmarkportal.com/news/tag/press-releases) - [Testimonials](https://www.benchmarkportal.com/contact-center-videos/) - [Videos](https://www.benchmarkportal.com/contact-center-videos/) - [Partners](https://www.benchmarkportal.com/partners/) - [FAQ](https://www.benchmarkportal.com/faq/) - - [Discover Us](https://www.benchmarkportal.com/discover-us/) - [Contact](https://www.benchmarkportal.com/contact-benchmarkportal/) - [About](https://www.benchmarkportal.com/about-benchmarkportal/) - [Our Team](https://www.benchmarkportal.com/our-team/) - [Career Opportunities](https://www.benchmarkportal.com/career-opportunities/) Search ... # CallTalk™ Radio Show Archive ## [How 2021 Looks for Contact Centers? | Guest: Steve Bederman](https://resources.benchmarkportal.com/calltalk/how-2021-looks-for-contact-centers-guest-steve-bederman) Dec 8, 2020, 9:52:01 AM | [CallTalk Radio Show](https://resources.benchmarkportal.com/calltalk/topic/calltalk-radio-show), [CallTalk Season 11](https://resources.benchmarkportal.com/calltalk/topic/calltalk-season-11) The contact center world has been pushed ahead 4 to 5 years in 1 year in terms of technology, because of COVID. The rate of adoption of existing tech just exploded. What’s next? What does 2021 bring? The contact center world has been pushed ahead 4 to 5 years ... [read more](https://resources.benchmarkportal.com/calltalk/how-2021-looks-for-contact-centers-guest-steve-bederman) ## [Digital CX in the Utilities Sector | Guest: Cary Cusumano and Sarah Simon](https://resources.benchmarkportal.com/calltalk/digital-cx-in-consumer-utilities-guest-cary-cusumano-and-sarah-simon) Nov 10, 2020, 2:38:10 PM | [CallTalk Radio Show](https://resources.benchmarkportal.com/calltalk/topic/calltalk-radio-show), [Recruiting](https://resources.benchmarkportal.com/calltalk/topic/recruiting), [Hiring](https://resources.benchmarkportal.com/calltalk/topic/hiring), [Work Environment](https://resources.benchmarkportal.com/calltalk/topic/work-environment), [training](https://resources.benchmarkportal.com/calltalk/topic/training), [CallTalk Season 11](https://resources.benchmarkportal.com/calltalk/topic/calltalk-season-11), [Remote Work](https://resources.benchmarkportal.com/calltalk/topic/remote-work) Digital CX is meant to provide a more effortless customer experience across multiple engagement channels. As the channels customers can use to interact with us multiply, customers demand a personalized, consistently positive customer experience as they ... [read more](https://resources.benchmarkportal.com/calltalk/digital-cx-in-consumer-utilities-guest-cary-cusumano-and-sarah-simon) ## [CX + EX = Success | Guest: Robert Kobek](https://resources.benchmarkportal.com/calltalk/cx-ex-success-guest-robert-kobek) Oct 13, 2020, 8:12:36 AM | [CallTalk Radio Show](https://resources.benchmarkportal.com/calltalk/topic/calltalk-radio-show), [Recruiting](https://resources.benchmarkportal.com/calltalk/topic/recruiting), [Hiring](https://resources.benchmarkportal.com/calltalk/topic/hiring), [Work Environment](https://resources.benchmarkportal.com/calltalk/topic/work-environment), [training](https://resources.benchmarkportal.com/calltalk/topic/training), [CallTalk Season 11](https://resources.benchmarkportal.com/calltalk/topic/calltalk-season-11), [Remote Work](https://resources.benchmarkportal.com/calltalk/topic/remote-work) If you are measuring your customer experience and not measuring your employee experience you are missing a great opportunity to discover the gaps in critical issues like customer loyalty and employee loyalty. As the saying goes, if you don’t measure, you ... [read more](https://resources.benchmarkportal.com/calltalk/cx-ex-success-guest-robert-kobek) ## [Emerging Best Practices for Recruiting and Training in the "New Normal" | Guest: Pam Roddy](https://resources.benchmarkportal.com/calltalk/emerging-best-practices-for-recruiting-and-training-in-the-new-normal) Sep 23, 2020, 10:40:45 AM | [CallTalk Radio Show](https://resources.benchmarkportal.com/calltalk/topic/calltalk-radio-show), [Recruiting](https://resources.benchmarkportal.com/calltalk/topic/recruiting), [Hiring](https://resources.benchmarkportal.com/calltalk/topic/hiring), [Work Environment](https://resources.benchmarkportal.com/calltalk/topic/work-environment), [training](https://resources.benchmarkportal.com/calltalk/topic/training), [CallTalk Season 11](https://resources.benchmarkportal.com/calltalk/topic/calltalk-season-11), [Remote Work](https://resources.benchmarkportal.com/calltalk/topic/remote-work) Recruitment, Hiring and Training techniques during the Pandemic- the traditional models of in person recruitment and training are not feasible during COVID pandemic how can you successfully hire and train CSR in a street to seat manner [read more](https://resources.benchmarkportal.com/calltalk/emerging-best-practices-for-recruiting-and-training-in-the-new-normal) ## [Pivoting from Office to Remote – Making it Work | Guest: Fabrice Martin](https://resources.benchmarkportal.com/calltalk/pivoting-from-office-to-remote-making-it-work-guest-fabrice-martin) Aug 4, 2020, 12:02:06 PM | [CallTalk Radio Show](https://resources.benchmarkportal.com/calltalk/topic/calltalk-radio-show), [Work Environment](https://resources.benchmarkportal.com/calltalk/topic/work-environment), [CallTalk Season 11](https://resources.benchmarkportal.com/calltalk/topic/calltalk-season-11), [Remote Work](https://resources.benchmarkportal.com/calltalk/topic/remote-work) Shifting to remote call centers due to COVID-19 is not simply flipping a switch. Plus, for those who decide to remain remote, the challenge of providing superior customer experiences on a consistent, long-term basis is often daunting. Industry expert Fabrice ... [read more](https://resources.benchmarkportal.com/calltalk/pivoting-from-office-to-remote-making-it-work-guest-fabrice-martin) ## [Customer Experience & Your Company’s Human Brand in 2020 | Guest: Craig Binkley](https://resources.benchmarkportal.com/calltalk/customer-experience-your-companys-human-brand-in-2020-guest-craig-binkley) Jul 15, 2020, 1:09:28 PM | [CallTalk Radio Show](https://resources.benchmarkportal.com/calltalk/topic/calltalk-radio-show), [Technology](https://resources.benchmarkportal.com/calltalk/topic/technology), [CallTalk Season 11](https://resources.benchmarkportal.com/calltalk/topic/calltalk-season-11), [Human Brand](https://resources.benchmarkportal.com/calltalk/topic/human-brand) 2020 has created an intense focus for companies to reconsider their relationship with customers and how they serve them. The vision and promise of good Customer Experience often talks about creating“wows” with customers at scale. Yet many of the tech stack ... [read more](https://resources.benchmarkportal.com/calltalk/customer-experience-your-companys-human-brand-in-2020-guest-craig-binkley) ## [Contact Center Technology: Embrace It – Leverage It – Promote It! | Guest: Angie Luckey-Succes](https://resources.benchmarkportal.com/calltalk/contact-center-technology-embrace-it-leverage-it-promote-it-guest-angie-luckey-succes) Jun 16, 2020, 9:52:13 AM | [CallTalk Radio Show](https://resources.benchmarkportal.com/calltalk/topic/calltalk-radio-show), [Technology](https://resources.benchmarkportal.com/calltalk/topic/technology), [Impact of Technology Contact Center Performance](https://resources.benchmarkportal.com/calltalk/topic/impact-of-technology-contact-center-performance), [CallTalk Season 11](https://resources.benchmarkportal.com/calltalk/topic/calltalk-season-11) Are you implementing new contact center technology? Join us as we discuss tips and benefits on how to embrace the technology to transform the customer, employee and business experience by leveraging it within and beyond your department while promoting the ... [read more](https://resources.benchmarkportal.com/calltalk/contact-center-technology-embrace-it-leverage-it-promote-it-guest-angie-luckey-succes) ## [How A.I. is Transforming Contact Centers & Saving You Money | Guest: Tim McLain](https://resources.benchmarkportal.com/calltalk/how-a.i.-is-transforming-contact-centers-saving-you-money-guest-tim-mclain) May 6, 2020, 11:26:02 AM | [CallTalk Radio Show](https://resources.benchmarkportal.com/calltalk/topic/calltalk-radio-show), [CallTalk Season 11](https://resources.benchmarkportal.com/calltalk/topic/calltalk-season-11), [A.I.](https://resources.benchmarkportal.com/calltalk/topic/a-i), [Artificial Intelligence](https://resources.benchmarkportal.com/calltalk/topic/artificial-intelligence) Are you struggling with scaling cll capacity in this time of pandemic? Could you leverage artificial intelligence to make your calls smarter? This episode of CallTalk will provide tips and insights on how to properly assess AI for your center's needs, keep ... [read more](https://resources.benchmarkportal.com/calltalk/how-a.i.-is-transforming-contact-centers-saving-you-money-guest-tim-mclain) ## [Busting the Barriers to Success: 
Your Center and Back Office Functions | Guest: Nancy Munro](https://resources.benchmarkportal.com/calltalk/busting-the-barriers-to-success-your-center-and-back-office-functions-guest-nancy-munro) Apr 13, 2020, 10:24:04 PM | [CallTalk Radio Show](https://resources.benchmarkportal.com/calltalk/topic/calltalk-radio-show), [agent training](https://resources.benchmarkportal.com/calltalk/topic/agent-training), [CallTalk Season 11](https://resources.benchmarkportal.com/calltalk/topic/calltalk-season-11), [Back Office](https://resources.benchmarkportal.com/calltalk/topic/back-office) This episode of CallTalk(TM) focuses on improving performance by breaking down the barriers between Contact Centers and back office functions. Our guest will share how superior communication and coordination with colleagues in other parts of the enterprise ... [read more](https://resources.benchmarkportal.com/calltalk/busting-the-barriers-to-success-your-center-and-back-office-functions-guest-nancy-munro) ## [Let’s Clear the Smoke: Drug Testing and Background Screening During the COVID-19 Pandemic | Guest: Christine Cunneen](https://resources.benchmarkportal.com/calltalk/lets-clear-the-smoke-about-drug-testing-and-background-screening-2020-update-for-managers-guest-christine-cunneen) Mar 10, 2020, 9:27:13 PM | [CallTalk Radio Show](https://resources.benchmarkportal.com/calltalk/topic/calltalk-radio-show), [Marijuana in the Workplace](https://resources.benchmarkportal.com/calltalk/topic/marijuana-in-the-workplace), [CallTalk Season 11](https://resources.benchmarkportal.com/calltalk/topic/calltalk-season-11), [Background Test](https://resources.benchmarkportal.com/calltalk/topic/background-test), [Drug Testing](https://resources.benchmarkportal.com/calltalk/topic/drug-testing) Join Christine Cunneen , CEO of Hire Image, a nationally accredited background screening company, as she shares helpful information about the latest drug testing and background screening trends facing call centers. Christine provides her particular insight on ... [read more](https://resources.benchmarkportal.com/calltalk/lets-clear-the-smoke-about-drug-testing-and-background-screening-2020-update-for-managers-guest-christine-cunneen) ## [SPECIAL CALLTALK: Coronavirus & Contact Center Management | Guest: Dr. Charles Fenzi](https://resources.benchmarkportal.com/calltalk/special-calltalk-how-to-manage-the-coronavirus-guest-dr.-charles-fenzi) Mar 10, 2020, 9:12:20 PM | [CallTalk Radio Show](https://resources.benchmarkportal.com/calltalk/topic/calltalk-radio-show), [CallTalk Season 11](https://resources.benchmarkportal.com/calltalk/topic/calltalk-season-11), [Coronavirus](https://resources.benchmarkportal.com/calltalk/topic/coronavirus) Guest Dr. Charles Fenzi and our host, Bruce Belfiore, author of Coronavirus and your Call Center: Don’t Panic – Plan and Prepare, which focuses on how to show true management leadership in the face of this crisis. This special episode of CallTalk™ is ... [read more](https://resources.benchmarkportal.com/calltalk/special-calltalk-how-to-manage-the-coronavirus-guest-dr.-charles-fenzi) ## [Living Wage vs. Market Wage: Pros, Cons, Whys and Hows for Contact Center Managers | Guest: Mike Dershowitz](https://resources.benchmarkportal.com/calltalk/living-wage-vs.-market-wage-pros-cons-whys-and-hows-for-contact-center-managers) Feb 20, 2020, 10:29:54 AM | [CallTalk Radio Show](https://resources.benchmarkportal.com/calltalk/topic/calltalk-radio-show), [Compensation Strategies](https://resources.benchmarkportal.com/calltalk/topic/compensation-strategies), [Agent Turnover](https://resources.benchmarkportal.com/calltalk/topic/agent-turnover), [Employee Morale](https://resources.benchmarkportal.com/calltalk/topic/employee-morale), [Market Wage](https://resources.benchmarkportal.com/calltalk/topic/market-wage), [CallTalk Season 11](https://resources.benchmarkportal.com/calltalk/topic/calltalk-season-11), [Living Wage](https://resources.benchmarkportal.com/calltalk/topic/living-wage) Join Bruce Belfiore as he talks with Mike Dershowitz about the market and corporate forces that push us to offer compensation based on market conditions, and about the human and political elements that push toward offering “living wage” compensation. Mike ... [read more](https://resources.benchmarkportal.com/calltalk/living-wage-vs.-market-wage-pros-cons-whys-and-hows-for-contact-center-managers) [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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