--- title: CallTalk™ Radio Show | Call Center Training description: Call Center 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 ## [Reducing Early Attrition: How Contact Centers Can Build a System Where New Hire Retention is the Rule](https://resources.benchmarkportal.com/calltalk/reducing-early-attrition-how-contact-centers-can-build-a-system-where-new-hire-retention-is-the-rule) Aug 11, 2026, 12:08:01 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), [Workforce Management](https://resources.benchmarkportal.com/calltalk/topic/workforce-management), [Best Practices](https://resources.benchmarkportal.com/calltalk/topic/best-practices), [Hiring](https://resources.benchmarkportal.com/calltalk/topic/hiring), [Customer Experience](https://resources.benchmarkportal.com/calltalk/topic/customer-experience), [Customer Journey](https://resources.benchmarkportal.com/calltalk/topic/customer-journey), [new hires](https://resources.benchmarkportal.com/calltalk/topic/new-hires) Every contact center leader knows the pattern. You hire strong, invest in training, and watch too many good people leave before they ever hit their stride. ZIZO Founder and CEO Jimmy Chebat, author of The Engagement Architecture, says the problem isn't your ... [read more](https://resources.benchmarkportal.com/calltalk/reducing-early-attrition-how-contact-centers-can-build-a-system-where-new-hire-retention-is-the-rule) ## [Mastering the Micro-Moments in Contact Centers](https://resources.benchmarkportal.com/calltalk/mastering-the-micro-moments-in-contact-centers) Jul 20, 2026, 12:45:36 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), [Best Practices](https://resources.benchmarkportal.com/calltalk/topic/best-practices), [Customer Experience](https://resources.benchmarkportal.com/calltalk/topic/customer-experience), [Customer Journey](https://resources.benchmarkportal.com/calltalk/topic/customer-journey) Contact center training and coaching is both an art and a science. Often overlooked is the power of micro learning, delivered in small bites, to improve performance and build team satisfaction and morale. Most centers rely heavily on initial training regimens ... [read more](https://resources.benchmarkportal.com/calltalk/mastering-the-micro-moments-in-contact-centers) ## [From Insight to Impact: Unlocking Value Force Multipliers in CX | Guest: Justin Robbins](https://resources.benchmarkportal.com/calltalk/from-insight-to-impact-unlocking-value-force-multipliers-in-cx-guest-justin-robbins) Dec 18, 2024, 9:31:34 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), [Best Practices](https://resources.benchmarkportal.com/calltalk/topic/best-practices), [Customer Experience](https://resources.benchmarkportal.com/calltalk/topic/customer-experience), [Customer Journey](https://resources.benchmarkportal.com/calltalk/topic/customer-journey) We will be talking about Value Force Multipliers in CX. I will be interviewing Justin Robbins. Justin is a keynote speaker, industry analyst, and advisor specializing in customer experience transformation. With over 20 years of leadership across CX ... [read more](https://resources.benchmarkportal.com/calltalk/from-insight-to-impact-unlocking-value-force-multipliers-in-cx-guest-justin-robbins) ## [Women in Contact Center Leadership – The Power of Community | Guest: Valerie McSorley](https://resources.benchmarkportal.com/calltalk/women-in-contact-center-leadership-the-power-of-community) Aug 28, 2024, 5:27:11 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), [Best Practices](https://resources.benchmarkportal.com/calltalk/topic/best-practices), [women in leadership](https://resources.benchmarkportal.com/calltalk/topic/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 ... [read more](https://resources.benchmarkportal.com/calltalk/women-in-contact-center-leadership-the-power-of-community) ## [Practice on AI, not Humans: How AI-Powered Simulation Training Empowers Your Human Agents to Succeed | Guest: David Lawson](https://resources.benchmarkportal.com/calltalk/practice-on-ai-not-humans-how-ai-powered-simulation-training-empowers-your-human-agents-to-succeed) Jun 24, 2024, 6:28:36 PM | [Agent Development](https://resources.benchmarkportal.com/calltalk/topic/agent-development), [CallTalk Radio Show](https://resources.benchmarkportal.com/calltalk/topic/calltalk-radio-show), [Call Center Training](https://resources.benchmarkportal.com/calltalk/topic/call-center-training), [Best Practices](https://resources.benchmarkportal.com/calltalk/topic/best-practices), [Agent Engagement](https://resources.benchmarkportal.com/calltalk/topic/agent-engagement), [AI](https://resources.benchmarkportal.com/calltalk/topic/ai), [A.I.](https://resources.benchmarkportal.com/calltalk/topic/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 ... [read more](https://resources.benchmarkportal.com/calltalk/practice-on-ai-not-humans-how-ai-powered-simulation-training-empowers-your-human-agents-to-succeed) ## [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) ## [Training - How it Sets the Atmosphere in a Contact Center | Guest: Fidel Ligsay](https://resources.benchmarkportal.com/calltalk/calltalk-radio-show-training-sets-atmosphere-contact-center) Sep 19, 2012, 11:12:06 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), [CallTalk Season 4](https://resources.benchmarkportal.com/calltalk/topic/season-4) [read more](https://resources.benchmarkportal.com/calltalk/calltalk-radio-show-training-sets-atmosphere-contact-center) ## [Call Center Training Show | Guest: Dayne Petersen](https://resources.benchmarkportal.com/calltalk/calltalk-radio-show-call-center-training) Sep 1, 2010, 2:28:40 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), [CallTalk Season 2](https://resources.benchmarkportal.com/calltalk/topic/season-2) [read more](https://resources.benchmarkportal.com/calltalk/calltalk-radio-show-call-center-training) [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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