---
title: CallTalk™ Radio Show | Work Environment
description: Work Environment | 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

## [Getting Really Good at WFH and Hybrid Work | Guest: Michele Rowan](https://resources.benchmarkportal.com/calltalk/getting-really-good-at-wfh-and-hybrid-work-guest-michele-rowan)

Mar 26, 2024, 12:24:15 PM |

[CallTalk Radio Show](https://resources.benchmarkportal.com/calltalk/topic/calltalk-radio-show), [Workforce Management](https://resources.benchmarkportal.com/calltalk/topic/workforce-management), [Best Practices](https://resources.benchmarkportal.com/calltalk/topic/best-practices), [Customer Feedback](https://resources.benchmarkportal.com/calltalk/topic/customer-feedback), [Work Environment](https://resources.benchmarkportal.com/calltalk/topic/work-environment), [Remote Work](https://resources.benchmarkportal.com/calltalk/topic/remote-work)

 Remote and hybrid work are not new to contact centers, but getting really good at it on scale and for the long haul, is quite new. How are organizations retaining the best talent once hired, and how are they bringing people into culture folds quickly, while ... 

[read more](https://resources.benchmarkportal.com/calltalk/getting-really-good-at-wfh-and-hybrid-work-guest-michele-rowan)

## [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)

## [Workforce Management: New Insights From a Seasoned Veteran | Guest: Rick Seeley](https://resources.benchmarkportal.com/calltalk/workforce-management-new-insights-from-a-seasoned-veteran)

Nov 12, 2018, 1:43:30 PM |

[CallTalk Radio Show](https://resources.benchmarkportal.com/calltalk/topic/calltalk-radio-show), [Workforce Management](https://resources.benchmarkportal.com/calltalk/topic/workforce-management), [Work Environment](https://resources.benchmarkportal.com/calltalk/topic/work-environment), [CallTalk](https://resources.benchmarkportal.com/calltalk/topic/calltalk), [CallTalk Season 9](https://resources.benchmarkportal.com/calltalk/topic/calltalk-season-9), [WFM](https://resources.benchmarkportal.com/calltalk/topic/wfm)

 Workforce Management is both science and art. Hear the voice of experience as Rick Lee, Workforce Manager for Convergys, is interviewed by host Bruce Belfiore on his WFM best practices tips. Practitioners who are looking for a deeper level of WFM insight ... 

[read more](https://resources.benchmarkportal.com/calltalk/workforce-management-new-insights-from-a-seasoned-veteran)

[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)
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- [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)
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- [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)
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- [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)
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- [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)
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- [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)
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- [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)

see all

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