---
title: CallTalk™ Radio Show | QA
description: QA | 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.
---

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# CallTalk™ Radio Show Archive

## [Replacing Surveys with the Sentiment Arc: What I learned from analyzing 29,000 calls! | Guest: Jeff Toister](https://resources.benchmarkportal.com/calltalk/replacing-surveys-with-the-sentiment-arc-what-i-learned-from-analyzing-29000-calls-guest-jeff-toister)

Feb 26, 2024, 7:19:20 PM |

[CallTalk Radio Show](https://resources.benchmarkportal.com/calltalk/topic/calltalk-radio-show), [Best Practices](https://resources.benchmarkportal.com/calltalk/topic/best-practices), [Customer Feedback](https://resources.benchmarkportal.com/calltalk/topic/customer-feedback), [Surveys](https://resources.benchmarkportal.com/calltalk/topic/surveys), [QA](https://resources.benchmarkportal.com/calltalk/topic/qa), [A.I.](https://resources.benchmarkportal.com/calltalk/topic/a-i)

 Customer service surveys are no longer effective. Response rates are low, customers are tired of endless requests, and it’s becoming more difficult to get actionable data. A new technique called sentiment analysis analyzes the conversations you’re already ... 

[read more](https://resources.benchmarkportal.com/calltalk/replacing-surveys-with-the-sentiment-arc-what-i-learned-from-analyzing-29000-calls-guest-jeff-toister)

## [Getting the Most out of AI and Automation for Quality Assurance in Contact Centers | Guest: Chad Tatton](https://resources.benchmarkportal.com/calltalk/getting-the-most-out-of-ai-and-automation-for-quality-assurance-in-contact-centers)

Jan 24, 2024, 9:24:30 AM |

[CallTalk Radio Show](https://resources.benchmarkportal.com/calltalk/topic/calltalk-radio-show), [Quality Assurance](https://resources.benchmarkportal.com/calltalk/topic/quality-assurance), [Best Practices](https://resources.benchmarkportal.com/calltalk/topic/best-practices), [Delivering Quality](https://resources.benchmarkportal.com/calltalk/topic/delivering-quality), [AI](https://resources.benchmarkportal.com/calltalk/topic/ai), [QA](https://resources.benchmarkportal.com/calltalk/topic/qa), [A.I.](https://resources.benchmarkportal.com/calltalk/topic/a-i)

 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 ... 

[read more](https://resources.benchmarkportal.com/calltalk/getting-the-most-out-of-ai-and-automation-for-quality-assurance-in-contact-centers)

## [Quality Assurance - One Minute Survey | Guest: Dayne Petersen](https://resources.benchmarkportal.com/calltalk/calltalk-radio-show-quality-assurance-one-minute-survey)

Feb 11, 2015, 11:02:16 AM |

[CallTalk Radio Show](https://resources.benchmarkportal.com/calltalk/topic/calltalk-radio-show), [Quality Assurance](https://resources.benchmarkportal.com/calltalk/topic/quality-assurance), [CallTalk Season 6](https://resources.benchmarkportal.com/calltalk/topic/season-6), [QA](https://resources.benchmarkportal.com/calltalk/topic/qa)

 Listen to host Bruce Belfiore interview Dayne Petersen in an illuminating discussion on Quality Assurance best practices. 

[read more](https://resources.benchmarkportal.com/calltalk/calltalk-radio-show-quality-assurance-one-minute-survey)

## [Quality Assurance Part 2: Forms and Beyond - Coaching to Excellence Show | Guest: Lisa Courteau](https://resources.benchmarkportal.com/calltalk/calltalk-radio-show-quality-assurance-part-2-forms-beyond-coaching-excellence)

Mar 16, 2011, 1:21:23 PM |

[CallTalk Radio Show](https://resources.benchmarkportal.com/calltalk/topic/calltalk-radio-show), [Quality Assurance](https://resources.benchmarkportal.com/calltalk/topic/quality-assurance), [Coaching for Success](https://resources.benchmarkportal.com/calltalk/topic/coaching-for-success), [CallTalk Season 2](https://resources.benchmarkportal.com/calltalk/topic/season-2), [QA](https://resources.benchmarkportal.com/calltalk/topic/qa)

 Quality Assurance & Coaching for Success – CallTalk Caramels: Sweet Snippets from BenchmarkPortal’s Best CallTalk Episodes Quality monitoring programs often become fixated on QA forms; however, there are other necessary components that will assure you are ... 

[read more](https://resources.benchmarkportal.com/calltalk/calltalk-radio-show-quality-assurance-part-2-forms-beyond-coaching-excellence)

## [Quality Assurance: Call Monitoring Your Agents Will Love Show | Guest: Lisa Courteau](https://resources.benchmarkportal.com/calltalk/calltalk-radio-show-quality-assurance-call-monitoring-agents-will-love)

Feb 2, 2011, 1:47:44 PM |

[CallTalk Radio Show](https://resources.benchmarkportal.com/calltalk/topic/calltalk-radio-show), [Quality Assurance](https://resources.benchmarkportal.com/calltalk/topic/quality-assurance), [CallTalk Season 2](https://resources.benchmarkportal.com/calltalk/topic/season-2), [Call Monitoring](https://resources.benchmarkportal.com/calltalk/topic/call-monitoring), [QA](https://resources.benchmarkportal.com/calltalk/topic/qa)

 Quality Assurance: Call Monitoring Your Agents Will Love (Session 1 of 2) CallTalk™ Caramels: Sweet Snippets from BenchmarkPortal’s Best CallTalk Episodes Quality Monitoring, traditionally seen by agents as the dreaded ‘Big Brother’ operation of a company, ... 

[read more](https://resources.benchmarkportal.com/calltalk/calltalk-radio-show-quality-assurance-call-monitoring-agents-will-love)

[All posts](https://resources.benchmarkportal.com/calltalk/all)

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### 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. (5)](https://resources.benchmarkportal.com/calltalk/tag/a-i)
- [AI (5)](https://resources.benchmarkportal.com/calltalk/tag/ai)
- [Agent Engagement (5)](https://resources.benchmarkportal.com/calltalk/tag/agent-engagement)
- [QA (5)](https://resources.benchmarkportal.com/calltalk/tag/qa)
- [Quality Assurance (5)](https://resources.benchmarkportal.com/calltalk/tag/quality-assurance)
- [Technology (5)](https://resources.benchmarkportal.com/calltalk/tag/technology)
- [CallTalk Season 13 (4)](https://resources.benchmarkportal.com/calltalk/tag/calltalk-season-13)
- [Leadership Development (4)](https://resources.benchmarkportal.com/calltalk/tag/leadership-development)
- [Marijuana in the Workplace (4)](https://resources.benchmarkportal.com/calltalk/tag/marijuana-in-the-workplace)
- [Agent Development (3)](https://resources.benchmarkportal.com/calltalk/tag/agent-development)
- [Agent Turnover (3)](https://resources.benchmarkportal.com/calltalk/tag/agent-turnover)
- [Bots (3)](https://resources.benchmarkportal.com/calltalk/tag/bots)
- [Compensation Strategies (3)](https://resources.benchmarkportal.com/calltalk/tag/compensation-strategies)
- [Customer Feedback (3)](https://resources.benchmarkportal.com/calltalk/tag/customer-feedback)
- [Customer Journey (3)](https://resources.benchmarkportal.com/calltalk/tag/customer-journey)
- [Employee Engagement (3)](https://resources.benchmarkportal.com/calltalk/tag/employee-engagement)
- [Employee Incentives (3)](https://resources.benchmarkportal.com/calltalk/tag/employee-incentives)
- [Recruiting (3)](https://resources.benchmarkportal.com/calltalk/tag/recruiting)
- [Adherence (2)](https://resources.benchmarkportal.com/calltalk/tag/adherence)
- [Agent Performance (2)](https://resources.benchmarkportal.com/calltalk/tag/agent-performance)
- [Benchmarking (2)](https://resources.benchmarkportal.com/calltalk/tag/benchmarking)
- [Coaching for Success (2)](https://resources.benchmarkportal.com/calltalk/tag/coaching-for-success)
- [Coronavirus (2)](https://resources.benchmarkportal.com/calltalk/tag/coronavirus)
- [Credibility (2)](https://resources.benchmarkportal.com/calltalk/tag/credibility)
- [Customer Focused Culture (2)](https://resources.benchmarkportal.com/calltalk/tag/customer-focused-culture)
- [Customer Satisfaction Measurement (2)](https://resources.benchmarkportal.com/calltalk/tag/customer-satisfaction-measurement)
- [Delivering Quality (2)](https://resources.benchmarkportal.com/calltalk/tag/delivering-quality)
- [Employee Morale (2)](https://resources.benchmarkportal.com/calltalk/tag/employee-morale)
- [Employee Recognition (2)](https://resources.benchmarkportal.com/calltalk/tag/employee-recognition)
- [Employee Training (2)](https://resources.benchmarkportal.com/calltalk/tag/employee-training)
- [First Call Resolution (2)](https://resources.benchmarkportal.com/calltalk/tag/first-call-resolution)
- [Gamification (2)](https://resources.benchmarkportal.com/calltalk/tag/gamification)
- [Gen Y (2)](https://resources.benchmarkportal.com/calltalk/tag/gen-y)
- [IVR (2)](https://resources.benchmarkportal.com/calltalk/tag/ivr)
- [Impact of Technology Contact Center Performance (2)](https://resources.benchmarkportal.com/calltalk/tag/impact-of-technology-contact-center-performance)
- [Knowledge Management (2)](https://resources.benchmarkportal.com/calltalk/tag/knowledge-management)
- [Management (2)](https://resources.benchmarkportal.com/calltalk/tag/management)
- [Multi-Channel (2)](https://resources.benchmarkportal.com/calltalk/tag/multi-channel)
- [Outbound Calls (2)](https://resources.benchmarkportal.com/calltalk/tag/outbound-calls)
- [Outsourcing (2)](https://resources.benchmarkportal.com/calltalk/tag/outsourcing)
- [RPA (2)](https://resources.benchmarkportal.com/calltalk/tag/rpa)
- [Service Level (2)](https://resources.benchmarkportal.com/calltalk/tag/service-level)
- [Social Media (2)](https://resources.benchmarkportal.com/calltalk/tag/social-media)
- [Surveys (2)](https://resources.benchmarkportal.com/calltalk/tag/surveys)
- [Team Meetings (2)](https://resources.benchmarkportal.com/calltalk/tag/team-meetings)
- [Virtual Agents (2)](https://resources.benchmarkportal.com/calltalk/tag/virtual-agents)
- [Accountability (1)](https://resources.benchmarkportal.com/calltalk/tag/accountability)
- [Adding Sales to Your Customer Service Culture (1)](https://resources.benchmarkportal.com/calltalk/tag/adding-sales-to-your-customer-service-culture)
- [After Call Work Time (1)](https://resources.benchmarkportal.com/calltalk/tag/after-call-work-time)
- [Agent Burnout (1)](https://resources.benchmarkportal.com/calltalk/tag/agent-burnout)
- [Agent Coaching (1)](https://resources.benchmarkportal.com/calltalk/tag/agent-coaching)
- [Agent Compliance (1)](https://resources.benchmarkportal.com/calltalk/tag/agent-compliance)
- [Agent Motivation (1)](https://resources.benchmarkportal.com/calltalk/tag/agent-motivation)
- [Agent Satisfaction (1)](https://resources.benchmarkportal.com/calltalk/tag/agent-satisfaction)
- [Artificial Intelligence (1)](https://resources.benchmarkportal.com/calltalk/tag/artificial-intelligence)
- [Aux Time (1)](https://resources.benchmarkportal.com/calltalk/tag/aux-time)
- [Back Office (1)](https://resources.benchmarkportal.com/calltalk/tag/back-office)
- [Background Test (1)](https://resources.benchmarkportal.com/calltalk/tag/background-test)
- [Balancing Life and Work (1)](https://resources.benchmarkportal.com/calltalk/tag/balancing-life-and-work)
- [BenchmarkPortal (1)](https://resources.benchmarkportal.com/calltalk/tag/benchmarkportal)
- [Big Data (1)](https://resources.benchmarkportal.com/calltalk/tag/big-data)
- [Big and small changes that can make a difference (1)](https://resources.benchmarkportal.com/calltalk/tag/big-and-small-changes-that-can-make-a-difference)
- [Call Center Campus (1)](https://resources.benchmarkportal.com/calltalk/tag/call-center-campus)
- [Call Center Law (1)](https://resources.benchmarkportal.com/calltalk/tag/call-center-law)
- [Call Monitoring (1)](https://resources.benchmarkportal.com/calltalk/tag/call-monitoring)
- [Caller I.D. (1)](https://resources.benchmarkportal.com/calltalk/tag/caller-i-d)
- [Chat (1)](https://resources.benchmarkportal.com/calltalk/tag/chat)
- [Collections (1)](https://resources.benchmarkportal.com/calltalk/tag/collections)
- [Consolidation (1)](https://resources.benchmarkportal.com/calltalk/tag/consolidation)
- [Culture (1)](https://resources.benchmarkportal.com/calltalk/tag/culture)
- [Customer Care (1)](https://resources.benchmarkportal.com/calltalk/tag/customer-care)
- [Customer Effort (1)](https://resources.benchmarkportal.com/calltalk/tag/customer-effort)
- [Customer and Agent Loyalty (1)](https://resources.benchmarkportal.com/calltalk/tag/customer-and-agent-loyalty)
- [Customers Criteria For Quality (1)](https://resources.benchmarkportal.com/calltalk/tag/customers-criteria-for-quality)
- [Dashboard Best Practices (1)](https://resources.benchmarkportal.com/calltalk/tag/dashboard-best-practices)
- [Drama (1)](https://resources.benchmarkportal.com/calltalk/tag/drama)
- [Drug Testing (1)](https://resources.benchmarkportal.com/calltalk/tag/drug-testing)
- [E-mail Best Practices (1)](https://resources.benchmarkportal.com/calltalk/tag/e-mail-best-practices)
- [FMLA (1)](https://resources.benchmarkportal.com/calltalk/tag/fmla)
- [Feedback Loop (1)](https://resources.benchmarkportal.com/calltalk/tag/feedback-loop)
- [Government Call Centers (1)](https://resources.benchmarkportal.com/calltalk/tag/government-call-centers)
- [Hold Time (1)](https://resources.benchmarkportal.com/calltalk/tag/hold-time)
- [How Economic Conditions are Effecting Call Centers (1)](https://resources.benchmarkportal.com/calltalk/tag/how-economic-conditions-are-effecting-call-centers)
- [Huddle Boards (1)](https://resources.benchmarkportal.com/calltalk/tag/huddle-boards)
- [Human Brand (1)](https://resources.benchmarkportal.com/calltalk/tag/human-brand)
- [Imagining Excellence (1)](https://resources.benchmarkportal.com/calltalk/tag/imagining-excellence)
- [Inbound Sales (1)](https://resources.benchmarkportal.com/calltalk/tag/inbound-sales)
- [Incentive Plans (1)](https://resources.benchmarkportal.com/calltalk/tag/incentive-plans)
- [Intentional Coaching (1)](https://resources.benchmarkportal.com/calltalk/tag/intentional-coaching)
- [Knowledge Loop (1)](https://resources.benchmarkportal.com/calltalk/tag/knowledge-loop)
- [Living Wage (1)](https://resources.benchmarkportal.com/calltalk/tag/living-wage)
- [Managing Complaints (1)](https://resources.benchmarkportal.com/calltalk/tag/managing-complaints)
- [Market Expansion (1)](https://resources.benchmarkportal.com/calltalk/tag/market-expansion)
- [Market Wage (1)](https://resources.benchmarkportal.com/calltalk/tag/market-wage)
- [Metrics (1)](https://resources.benchmarkportal.com/calltalk/tag/metrics)
- [Millenials (1)](https://resources.benchmarkportal.com/calltalk/tag/millenials)
- [Motivation and Manage Employees (1)](https://resources.benchmarkportal.com/calltalk/tag/motivation-and-manage-employees)
- [Net Promoter Score (1)](https://resources.benchmarkportal.com/calltalk/tag/net-promoter-score)
- [Optimizing Call Center (1)](https://resources.benchmarkportal.com/calltalk/tag/optimizing-call-center)
- [Process Improvement (1)](https://resources.benchmarkportal.com/calltalk/tag/process-improvement)
- [Profit Center (1)](https://resources.benchmarkportal.com/calltalk/tag/profit-center)
- [Reduce Abandon Rate (1)](https://resources.benchmarkportal.com/calltalk/tag/reduce-abandon-rate)
- [Retention Trends (1)](https://resources.benchmarkportal.com/calltalk/tag/retention-trends)
- [SLA (1)](https://resources.benchmarkportal.com/calltalk/tag/sla)
- [Service to Sales (1)](https://resources.benchmarkportal.com/calltalk/tag/service-to-sales)
- [Site Selection (1)](https://resources.benchmarkportal.com/calltalk/tag/site-selection)
- [Taking a fresh look at your Center (1)](https://resources.benchmarkportal.com/calltalk/tag/taking-a-fresh-look-at-your-center)
- [Team Development (1)](https://resources.benchmarkportal.com/calltalk/tag/team-development)
- [The Policies (1)](https://resources.benchmarkportal.com/calltalk/tag/the-policies)
- [The Problems (1)](https://resources.benchmarkportal.com/calltalk/tag/the-problems)
- [Thought Leadership (1)](https://resources.benchmarkportal.com/calltalk/tag/thought-leadership)
- [Time Management (1)](https://resources.benchmarkportal.com/calltalk/tag/time-management)
- [Transfers (1)](https://resources.benchmarkportal.com/calltalk/tag/transfers)
- [Transhuman Era (1)](https://resources.benchmarkportal.com/calltalk/tag/transhuman-era)
- [Voice User Interface (1)](https://resources.benchmarkportal.com/calltalk/tag/voice-user-interface)
- [Voice of the Customer (1)](https://resources.benchmarkportal.com/calltalk/tag/voice-of-the-customer)
- [agent retention (1)](https://resources.benchmarkportal.com/calltalk/tag/agent-retention)
- [customer loyalty (1)](https://resources.benchmarkportal.com/calltalk/tag/customer-loyalty)
- [employee satisfaction (1)](https://resources.benchmarkportal.com/calltalk/tag/employee-satisfaction)
- [leads (1)](https://resources.benchmarkportal.com/calltalk/tag/leads)
- [new hires (1)](https://resources.benchmarkportal.com/calltalk/tag/new-hires)
- [text messages (1)](https://resources.benchmarkportal.com/calltalk/tag/text-messages)
- [women in leadership (1)](https://resources.benchmarkportal.com/calltalk/tag/women-in-leadership)

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