CallTalk™ Radio Show | Customer Experience

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, Call Center Training, Workforce Management, Best Practices, Hiring, Customer Experience, Customer Journey, 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 ...

Mastering the Micro-Moments in Contact Centers

Jul 20, 2026, 12:45:36 PM |

CallTalk Radio Show, Call Center Training, Best Practices, Customer Experience, 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 ...

From Insight to Impact: Unlocking Value Force Multipliers in CX | Guest: Justin Robbins

Dec 18, 2024, 9:31:34 AM |

CallTalk Radio Show, Call Center Training, Best Practices, Customer Experience, 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 ...

When YOU Need the Coaching - Managers Need Coaches to Succeed too | Guest: Mitchell Levy

Jul 15, 2022, 10:09:26 AM |

At-Home Agents, CallTalk Radio Show, Customer Service, Customer Experience, Credibility, 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 ...

Managing Contact Centers Takes Credibility: Hear how to build it best | Guest: Mitchell Levy

Nov 16, 2021, 11:48:13 AM |

At-Home Agents, CallTalk Radio Show, Customer Service, Customer Experience, CallTalk Season12, 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 ...

How to Guarantee an Amazing Customer Experience | Guest: Jeff Toister

Oct 12, 2021, 11:17:31 AM |

At-Home Agents, CallTalk Radio Show, Customer Service, Customer Experience, 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 ...

Delivering Profoundly Remarkable Customer Service | Guest: Chip R Bell

Jul 21, 2017, 2:39:17 PM |

CallTalk Radio Show, Customer Service, CallTalk Season 8, Customer Experience

What do Google, Netflix, Apple, Uber and Amazon have in common other than rapid growth and amazing profits? They all are considered among the most innovative companies, perpetually seek ingenious ways to delight their customers. Remarkable service for today’s ...

Customer Experience: New Mind Meld Methodology | Guest: Mark Coudray

Feb 14, 2017, 2:47:46 PM |

CallTalk Radio Show, CallTalk Season 8, Customer Experience

Bruce Belfiore will interview Mark Coudray on his brand new methodology that creates vastly improved connections between agents and customers. A recent trial resulted in an increase in reservation closure rates from 24.9% to over 70%, as well as an increase ...

Customer Experience Journey Mapping | Guest: Amy Novak

Mar 23, 2016, 11:00:56 AM |

CallTalk Radio Show, CallTalk Season 7, Customer Experience

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? The ...

CallTalk™ Radio Show Archive