CallTalk™ Radio Show | Customer Service

Bringing Texting to Life in your Call Center | Guest Gary Pudles

Mar 15, 2023 12:43:04 PM |

CallTalk Radio Show, Customer Service, CallTalk Season 14

Answering services have been around for 100 years. But times are changing, and today, customers want to text companies. Businesses are text-enabling their business lines every day. But often, they’re too busy to respond to customers themselves. Join Bruce ...

Future of Hiring: Innovative Approaches for Recruiting & Retaining Top Agents | Guest: Ravin Shah

Feb 6, 2023 6:52:31 PM |

CallTalk Radio Show, Customer Service, CallTalk Season 14

Hiring agents has become more difficult and managers are looking for new ideas and approaches to increase success. Join Bruce Belfiore as he interviews Ravin Shah about today's market for contact center agents - and how to win with top candidates using a ...

Maximizing the Human in the Call Center | Guest: Nicholas MacDonald

Jan 4, 2023 6:11:10 AM |

CallTalk Radio Show, Customer Service, CallTalk Season 14

Join Bruce Belfiore for the first CallTalk episode of 2023, with the theme "Maximizing the Human in the Call Center". He will be interviewing Nicholas MacDonald, director of Customer Experience at C-Lect Consulting. Nicholas will draw from a career in contact ...

How Great Frontline Support Creates Great Agents - "How To" Tips | Guest: Mark Brody

Oct 30, 2022 8:38:03 AM |

At-Home Agents, CallTalk Radio Show, Customer Service, CallTalk Season 13

Join Bruce Belfiore as he interviews industry veteran Mark Brody about getting your center "unstuck" by supporting your front line agents - - and making them stars. Providing the right technology, training and leadership, combined with dedication to ...

Mindfulness Experience: Moving from Toxic to Terrific by Intentionally Helping Staff to Reboot, Reset and Reframe | Guest: Keith Fiveson

Sep 29, 2022 8:34:38 PM |

At-Home Agents, CallTalk Radio Show, Customer Service, CallTalk Season 13

Join CallTalk as Keith Fiveson talks to Bruce Belfiore abou t boost ing your customer experience and employee engagement using leadership techniques he has developed over a lifetime of experience. Use these techniques to empower greater resilienc e and create ...

Managing Work-At-Home Agents | Guest: Marcia Presberry and Shannon Smith

Aug 31, 2022 8:58:26 PM |

At-Home Agents, CallTalk Radio Show, Customer Service, CallTalk Season 13

Managing work-at-home agents has moved from pandemic emergency mode to representing a long-term challenge for most contact center managers. This episode of CallTalk will focus on tips and best practices that you can use immediately to improve performance. ...

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 ...

Hidden Obstacles to Outstanding Contact Center Service | Guest: Jeff Toister

Oct 17, 2019 12:28:32 PM |

CallTalk Radio Show, Customer Service, CallTalk Season 10, Agent Performance

Are you endlessly trying to get agents to improve their customer service? There might be a culprit you’ve never considered. Discover hidden and counterintuitive obstacles that hurt agent performance. Are you endlessly trying to get agents to improve their ...

Contact Center Work and Life Balance | Guest: Sean Vierling

Mar 12, 2018 5:26:01 PM |

CallTalk Radio Show, Balancing Life and Work, Customer Service, CallTalk, CallTalk Season 9

Lets face it, finding the right work-life balance in a contact center isn't easy. It takes guts to make changes in your center that allow agents to balance their personal life with the company's needs. Unfortunately for contact centers, ignoring an agent's ...

The Prize at the Intersection of Experience and Engagement: Customer Loyalty | Guest: Bob Kobek

Feb 9, 2018 10:39:41 AM |

CallTalk Radio Show, Customer Service, CallTalk, CallTalk Season 9, customer loyalty

Join Bruce Belfiore for a timely interview with Bob Kobek, President of Mobius Vendor Partners and CustomerCount. Bob will address items of interest to both outbound centers and inbound centers, focusing on ways to get to the prize of customer loyalty by ...

Agent Engagement & Empowerment | Guest: Maureen Lewandowski

Jan 15, 2018 3:42:55 PM |

CallTalk Radio Show, Call Center Training, Customer Service, agent training, CallTalk, training, CallTalk Season 9

Maureen Lewandowski of Delta Dental of Wisconsin shares tips on how to get buy-in from your people for major initiatives. She illustrates the roles of well-structured processes and carefully chosen technologies to empower and incentivize employees to improve ...

How to Lead Customer Contact Center Professionals Through Change | Guest: Steve Ellis

Dec 5, 2017 2:04:32 PM |

CallTalk Radio Show, Call Center Training, Customer Service, CallTalk Season 8, agent training, CallTalk, training

Change surrounds contact center managers: mergers, systems changes, organizational changes are all high-impact events that present managers with huge challenges. Join us for the final CallTalk episode of 2017 as we explore these issues with our Change ...

How to Overcome Three Critical Training Challenges that Hamper Excellent Service | Guest: Connor Burt

Oct 18, 2017 9:44:41 AM |

CallTalk Radio Show, Call Center Training, Customer Service, CallTalk Season 8, agent training, CallTalk, training

Excellent customer service requires excellent training - - and a culture that supports learning and doing. You need to articulate the results you hope to obtain in order to determine the training you need.

Team Huddle Boards: Enhance Communication & Maximize Efficiency | Guest: Debbie Frazier

Sep 13, 2017 10:52:32 AM |

CallTalk Radio Show, Team Meetings, Customer Service, CallTalk Season 8, Customer Focused Culture, Team Development, CallTalk, Huddle Boards

Huddles can be the team’s daily opportunity to communicate and plan. A Huddle Board is the team's tool to record important information and memorialize decisions and goals. If there is a special focus on a particular metric or initiative, the Huddle Board can ...

Build a Customer-Focused Culture in Your Contact Center | Guest: Jeff Toister

Aug 11, 2017 4:41:44 PM |

CallTalk Radio Show, Customer Service, CallTalk Season 8, Customer Focused Culture

Contact center managers know that a strong, positive, can-do culture will improve their metrics and make their customers satisfied. However, culture can seem like a complex, difficult thing to turn around, to build, and to maintain. There are some important ...

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 ...

CallTalk™ Radio Show Archive

Bringing Texting to Life in your Call Center | Guest Gary Pudles

Future of Hiring: Innovative Approaches for Recruiting & Retaining Top Agents | Guest: Ravin Shah

Maximizing the Human in the Call Center | Guest: Nicholas MacDonald

How Great Frontline Support Creates Great Agents - "How To" Tips | Guest: Mark Brody

Mindfulness Experience: Moving from Toxic to Terrific by Intentionally Helping Staff to Reboot, Reset and Reframe | Guest: Keith Fiveson

Managing Work-At-Home Agents | Guest: Marcia Presberry and Shannon Smith

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

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

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

Hidden Obstacles to Outstanding Contact Center Service | Guest: Jeff Toister

Contact Center Work and Life Balance | Guest: Sean Vierling

The Prize at the Intersection of Experience and Engagement: Customer Loyalty | Guest: Bob Kobek

Agent Engagement & Empowerment | Guest: Maureen Lewandowski

How to Lead Customer Contact Center Professionals Through Change | Guest: Steve Ellis

How to Overcome Three Critical Training Challenges that Hamper Excellent Service | Guest: Connor Burt

Team Huddle Boards: Enhance Communication & Maximize Efficiency | Guest: Debbie Frazier

Build a Customer-Focused Culture in Your Contact Center | Guest: Jeff Toister

Delivering Profoundly Remarkable Customer Service | Guest: Chip R Bell

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CallTalk™ Radio Show Archive

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Join the Largest Community of Contact Center Professionals

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