CallTalk™ Radio Show | Best Practices

Women in Contact Center Leadership – The Power of Community | Guest: Valerie McSorley

Aug 28, 2024 5:27:11 PM |

CallTalk Radio Show, Call Center Training, Best Practices, women in leadership

This podcast focuses on how building and nurturing a strong community can empower women in leadership roles. Bruce and Valerie highlight the importance of collaboration, support networks, mentorship, and shared experiences in driving success and creating ...

Practice on AI, not Humans: How AI-Powered Simulation Training Empowers Your Human Agents to Succeed | Guest: David Lawson

Jun 24, 2024 6:28:36 PM |

Agent Development, CallTalk Radio Show, Call Center Training, Best Practices, Agent Engagement, AI, A.I.

The ability of AI to empower, not replace, humans is often lost in the sensational stories about AI’s impact on call centers. In this podcast we explore how conversational and generative AI are being utilized across industries to exponentially scale ...

How to Turn Rookie Contact Center Hires into All-Stars | Guest: Adam Levin

Apr 9, 2024 3:54:48 PM |

Agent Development, CallTalk Radio Show, Best Practices, Agent Engagement, Remote Work

Many contact center leaders struggle to get new hires up to speed, and AI will continue forcing human agents to tackle increasingly difficult sales and support scenarios. Adam Levin joins us today to discuss how to empower workers around the globe with new ...

Getting Really Good at WFH and Hybrid Work | Guest: Michele Rowan

Mar 26, 2024 12:24:15 PM |

CallTalk Radio Show, Workforce Management, Best Practices, Customer Feedback, Work Environment, 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 ...

Replacing Surveys with the Sentiment Arc: What I learned from analyzing 29,000 calls! | Guest: Jeff Toister

Feb 26, 2024 7:19:20 PM |

CallTalk Radio Show, Best Practices, Customer Feedback, Surveys, QA, 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 ...

Getting the Most out of AI and Automation for Quality Assurance in Contact Centers | Guest: Chad Tatton

Jan 24, 2024 9:24:30 AM |

CallTalk Radio Show, Quality Assurance, Best Practices, Delivering Quality, AI, QA, 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 ...

Generative AI Best Practices for your Contact Center Transformation | Guest: Jimmy Padia

Oct 27, 2023 9:58:50 AM |

CallTalk Radio Show, Best Practices, AI, A.I., CallTalk Season 14

This episode of CallTalk will focus on explaining the different types of Generative AI, as well as best practices to follow in selecting an LLM (Large Language Model). The discussion will help you understand what you should know, and helps you identify the ...

Emerging Best Practices in Agent Screening: Success through Optimized Simulations | Guest: Joe LaTorre

Apr 17, 2017 9:40:32 AM |

CallTalk Radio Show, Best Practices, CallTalk Season 8

Joe LaTorre, Director of Innovation at Employment Technologies, will talk with host Bruce Belfiore about emerging practices that every contact center manager should know about. Focus will be on giving you take-aways that will make your recruiting and ...

Best Practices in Call Center Consolidation | Guest: Tim Rauschenbach

Jun 23, 2016 11:38:12 AM |

CallTalk Radio Show, Best Practices, CallTalk Season 7, Consolidation

In this episode, you will learn “Five Keys To Call Center Consolidation”. Consolidation is an important and complex process that needs to be approached and executed carefully. It is crucial that you fully consider the impacts on your operations, including on ...

Gamification Principles and Best Practices | Guest: Bob Cowen

May 14, 2014 11:22:19 AM |

CallTalk Radio Show, Best Practices, Gamification, CallTalk Season 5

Join host BenchmarkPortal CEO Bruce Belfiore and guest host Bob Cowen, Snowfly, as they discuss gamification principles and best practices. What is it, why all of the hype, and how can we use it for our daily challenges like retention, adherence, quality, ...

Adherence: The Problems, The Policies, The Best Practices | Guest: Erica Cockfield

May 19, 2010 8:47:13 AM |

The Problems, Adherence, CallTalk Radio Show, CallTalk Season 1, The Policies, Best Practices

Email Metrics Best Practices | Guest: John Chatterley

Nov 11, 2009 9:20:07 AM |

CallTalk Radio Show, E-mail Best Practices, CallTalk Season 1, Best Practices

CallTalk™ Radio Show Archive