--- title: CallTalk™ Radio Show | agent training description: agent training | 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. --- - [My Account](https://www.benchmarkportal.com/my-account/edit-account/) - [Upcoming Courses](https://www.benchmarkportal.com/upcoming-contact-center-certification-training-courses/) - [Discover](https://www.benchmarkportal.com/discover-us/) - [Store](https://www.benchmarkportal.com/store/) - [Contact](https://www.benchmarkportal.com/contact-benchmarkportal/) [![bmp-logo-source-below](https://resources.benchmarkportal.com/hs-fs/hubfs/bmp-logo-source-below.png?width=196&height=64&name=bmp-logo-source-below.png)](https://www.benchmarkportal.com) - [BMP ConneX](https://www.benchmarkportal.com/bmp-connex/) - [Technology](https://www.benchmarkportal.com/bmp_connex_tech/) - [Case Studies](https://www.benchmarkportal.com/bmp-connex-case-studies/) - [Benchmarking](https://www.benchmarkportal.com/contact-center-benchmarking/) - [Benchmark Your Center](https://www.benchmarkportal.com/benchmark-your-contact-center/) - 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[Our Team](https://www.benchmarkportal.com/our-team/) - [Career Opportunities](https://www.benchmarkportal.com/career-opportunities/) Search ... # CallTalk™ Radio Show Archive ## [The Surprising Value of Accurate Language Screening in Contact Centers | Guest: Brigham Tomco](https://resources.benchmarkportal.com/calltalk/the-surprising-value-of-accurate-language-screening-in-contact-centers-guest-brigham-tomco) Mar 29, 2021, 9:26:51 AM | [CallTalk Radio Show](https://resources.benchmarkportal.com/calltalk/topic/calltalk-radio-show), [Agent Turnover](https://resources.benchmarkportal.com/calltalk/topic/agent-turnover), [Employee Training](https://resources.benchmarkportal.com/calltalk/topic/employee-training), [agent training](https://resources.benchmarkportal.com/calltalk/topic/agent-training), [CallTalk Season12](https://resources.benchmarkportal.com/calltalk/topic/calltalk-season12) Screening agents for hire, particularly in "virtual" mode, is not easy. Many centers find they are missing pieces, which leads to inefficient processes, higher turnover and lower customer satisfaction. One important component is language proficiency, whether ... [read more](https://resources.benchmarkportal.com/calltalk/the-surprising-value-of-accurate-language-screening-in-contact-centers-guest-brigham-tomco) ## [Busting the Barriers to Success: 
Your Center and Back Office Functions | Guest: Nancy Munro](https://resources.benchmarkportal.com/calltalk/busting-the-barriers-to-success-your-center-and-back-office-functions-guest-nancy-munro) Apr 13, 2020, 10:24:04 PM | [CallTalk Radio Show](https://resources.benchmarkportal.com/calltalk/topic/calltalk-radio-show), [agent training](https://resources.benchmarkportal.com/calltalk/topic/agent-training), [CallTalk Season 11](https://resources.benchmarkportal.com/calltalk/topic/calltalk-season-11), [Back Office](https://resources.benchmarkportal.com/calltalk/topic/back-office) This episode of CallTalk(TM) focuses on improving performance by breaking down the barriers between Contact Centers and back office functions. Our guest will share how superior communication and coordination with colleagues in other parts of the enterprise ... [read more](https://resources.benchmarkportal.com/calltalk/busting-the-barriers-to-success-your-center-and-back-office-functions-guest-nancy-munro) ## [Agent Performance and Quality Training | Guest: Nancy Munro](https://resources.benchmarkportal.com/calltalk/agent-performance-and-quality-training) Jul 25, 2019, 12:43:37 PM | [CallTalk Radio Show](https://resources.benchmarkportal.com/calltalk/topic/calltalk-radio-show), [Agent Engagement](https://resources.benchmarkportal.com/calltalk/topic/agent-engagement), [agent training](https://resources.benchmarkportal.com/calltalk/topic/agent-training), [CallTalk Season 10](https://resources.benchmarkportal.com/calltalk/topic/calltalk-season-10), [Agent Performance](https://resources.benchmarkportal.com/calltalk/topic/agent-performance) Does your contact center struggle with getting agents floor ready – you won’t want to miss this episode! Ever have a bad experience with a contact center agent? Why do you think this happened? One answer may be poor training or poor coaching – either way ... [read more](https://resources.benchmarkportal.com/calltalk/agent-performance-and-quality-training) ## [Agent Engagement & Empowerment | Guest:  Maureen Lewandowski](https://resources.benchmarkportal.com/calltalk/agent-engagement-empowerment) Jan 15, 2018, 3:42:55 PM | [CallTalk Radio Show](https://resources.benchmarkportal.com/calltalk/topic/calltalk-radio-show), [Call Center Training](https://resources.benchmarkportal.com/calltalk/topic/call-center-training), [Customer Service](https://resources.benchmarkportal.com/calltalk/topic/customer-service), [agent training](https://resources.benchmarkportal.com/calltalk/topic/agent-training), [CallTalk](https://resources.benchmarkportal.com/calltalk/topic/calltalk), [training](https://resources.benchmarkportal.com/calltalk/topic/training), [CallTalk Season 9](https://resources.benchmarkportal.com/calltalk/topic/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 ... [read more](https://resources.benchmarkportal.com/calltalk/agent-engagement-empowerment) ## [How to Lead Customer Contact Center Professionals Through Change | Guest: Steve Ellis](https://resources.benchmarkportal.com/calltalk/how-to-lead-customer-contact-center-professionals-through-change) Dec 5, 2017, 2:04:32 PM | [CallTalk Radio Show](https://resources.benchmarkportal.com/calltalk/topic/calltalk-radio-show), [Call Center Training](https://resources.benchmarkportal.com/calltalk/topic/call-center-training), [Customer Service](https://resources.benchmarkportal.com/calltalk/topic/customer-service), [CallTalk Season 8](https://resources.benchmarkportal.com/calltalk/topic/season-8), [agent training](https://resources.benchmarkportal.com/calltalk/topic/agent-training), [CallTalk](https://resources.benchmarkportal.com/calltalk/topic/calltalk), [training](https://resources.benchmarkportal.com/calltalk/topic/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 ... [read more](https://resources.benchmarkportal.com/calltalk/how-to-lead-customer-contact-center-professionals-through-change) ## [How to Overcome Three Critical Training Challenges that Hamper Excellent Service | Guest: Connor Burt](https://resources.benchmarkportal.com/calltalk/how-to-overcome-training-challenges-that-hamper-excellent-service) Oct 18, 2017, 9:44:41 AM | [CallTalk Radio Show](https://resources.benchmarkportal.com/calltalk/topic/calltalk-radio-show), [Call Center Training](https://resources.benchmarkportal.com/calltalk/topic/call-center-training), [Customer Service](https://resources.benchmarkportal.com/calltalk/topic/customer-service), [CallTalk Season 8](https://resources.benchmarkportal.com/calltalk/topic/season-8), [agent training](https://resources.benchmarkportal.com/calltalk/topic/agent-training), [CallTalk](https://resources.benchmarkportal.com/calltalk/topic/calltalk), [training](https://resources.benchmarkportal.com/calltalk/topic/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. [read more](https://resources.benchmarkportal.com/calltalk/how-to-overcome-training-challenges-that-hamper-excellent-service) [All posts](https://resources.benchmarkportal.com/calltalk/all) ### Join the Largest Community of Contact Center Professionals Get the latest industry news, solutions, and case studies every week. ### Join the Largest Community of Contact Center Professionals Search Search ### 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. 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