CallTalk™ Radio Show | CallTalk Season 4

Delivering Quality: Sysco's Service with a S.M.I.L.E. | Guest: Ed Poorbaugh

Oct 16, 2013 10:54:34 AM |

CallTalk Radio Show, Delivering Quality, CallTalk Season 4

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

Sep 18, 2013 11:50:18 AM |

CallTalk Radio Show, Voice of the Customer, CallTalk Season 4

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

Aug 26, 2013 10:31:37 AM |

CallTalk Radio Show, Leadership Development, CallTalk Season 4

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

Aug 26, 2013 10:20:34 AM |

CallTalk Radio Show, CallTalk Season 4

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

Aug 13, 2013 11:44:35 AM |

CallTalk Radio Show, Service to Sales, CallTalk Season 4

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

Jul 17, 2013 11:40:03 AM |

CallTalk Radio Show, CallTalk Season 4, Multi-Channel

“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

Jun 12, 2013 11:35:53 AM |

CallTalk Radio Show, Adding Sales to Your Customer Service Culture, CallTalk Season 4

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

May 15, 2013 11:31:58 AM |

CallTalk Radio Show, Government Call Centers, CallTalk Season 4

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

Mar 13, 2013 11:26:37 AM |

CallTalk Radio Show, CallTalk Season 4, Multi-Channel

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Workforce Management Meets Workforce Morale | Guest: Ed Poorbaugh

Feb 13, 2013 11:23:37 AM |

CallTalk Radio Show, Workforce Management, CallTalk Season 4, WFM

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

Jan 23, 2013 11:21:09 AM |

CallTalk Radio Show, Employee Training, CallTalk Season 4

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Working Successfully with Generation Y | Guest: Kevin Childs

Oct 17, 2012 11:15:14 AM |

CallTalk Radio Show, Gen Y, CallTalk Season 4

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

Sep 19, 2012 11:12:06 AM |

CallTalk Radio Show, Call Center Training, CallTalk Season 4

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

Aug 15, 2012 11:08:46 AM |

CallTalk Radio Show, Technology, CallTalk Season 4

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