--- title: CallTalk™ Radio Show | CallTalk Season 10 description: CallTalk Season 10 | 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/) - [Top Contact Centers Contest](https://www.benchmarkportal.com/top-contact-centers-contest/) - [iBenchmark](https://www.benchmarkportal.com/ibenchmark/) - [Industry Reports](https://www.benchmarkportal.com/contact-center-industry-reports/) - [Certification](https://www.benchmarkportal.com/contact-center-certification/) - [Assessments](https://www.benchmarkportal.com/contact-center-assessments/) - [Training](https://www.benchmarkportal.com/contact-center-training/) - [AI in the Contact Center](https://www.benchmarkportal.com/ai-for-contact-center-professionals-certification/) - [Management Certification](https://www.benchmarkportal.com/contact-center-manager-training-certification/) - [Supervisor Certification](https://www.benchmarkportal.com/contact-center-supervisor-training/) - [Quality Assurance Certification](https://www.benchmarkportal.com/call-center-quality-assurance-training-certification/) - [Workforce Manager Certification](https://www.benchmarkportal.com/contact-center-workforce-manager-training-certification/) - [Coaching for Performance](https://www.benchmarkportal.com/contact-center-coaching-for-performance/) - [Agent Certification](https://www.benchmarkportal.com/call-center-agent-training-certification/) - [Agent Soft-Skills](https://www.benchmarkportal.com/contact-center-agent-soft-skills-training/) - Learning Chanel - [Call Center Learning Channel](https://www.benchmarkportal.com/call-center-learning-channel/) - [Call Center Learning Channel Plus](https://www.benchmarkportal.com/call-center-learning-channel-plus/) - [Resources](https://www.benchmarkportal.com/resources/) - [Publications](https://www.benchmarkportal.com/contact-center-publications/) - [Mastery eBook Series](https://www.benchmarkportal.com/contact-center-training-free-downloads/) - [Blog: Articles & Tips](https://resources.benchmarkportal.com/contact-center-articles) - [Blog: Agent Voices](https://resources.benchmarkportal.com/contact-center-articles/topic/agent-voices) - [Books](https://www.benchmarkportal.com/contact-center-books/) - [White Papers](https://www.benchmarkportal.com/contact-center-white-papers/) - [Research Reports](https://www.benchmarkportal.com/contact-center-research-reports/) - [Glossary of Terms](https://www.benchmarkportal.com/glossary-of-terms/) - - [CallTalk Radio Show](https://www.benchmarkportal.com/calltalk-radio-show/) - [CallTalk Archives](https://resources.benchmarkportal.com/calltalk) - - [News](https://www.benchmarkportal.com/contact-center-news/) - [Contact Centers and COVID-19](https://resources.benchmarkportal.com/covid-19) - [Press Releases](https://resources.benchmarkportal.com/news/tag/press-releases) - [Testimonials](https://www.benchmarkportal.com/contact-center-videos/) - [Videos](https://www.benchmarkportal.com/contact-center-videos/) - [Partners](https://www.benchmarkportal.com/partners/) - [FAQ](https://www.benchmarkportal.com/faq/) - - [Discover Us](https://www.benchmarkportal.com/discover-us/) - [Contact](https://www.benchmarkportal.com/contact-benchmarkportal/) - [About](https://www.benchmarkportal.com/about-benchmarkportal/) - [Our Team](https://www.benchmarkportal.com/our-team/) - [Career Opportunities](https://www.benchmarkportal.com/career-opportunities/) Search ... # CallTalk™ Radio Show Archive ## [Hidden Obstacles to Outstanding Contact Center Service | Guest: Jeff Toister](https://resources.benchmarkportal.com/calltalk/hidden-obstacles-to-outstanding-contact-center-service) Oct 17, 2019, 12:28:32 PM | [CallTalk Radio Show](https://resources.benchmarkportal.com/calltalk/topic/calltalk-radio-show), [Customer Service](https://resources.benchmarkportal.com/calltalk/topic/customer-service), [CallTalk Season 10](https://resources.benchmarkportal.com/calltalk/topic/calltalk-season-10), [Agent Performance](https://resources.benchmarkportal.com/calltalk/topic/agent-performance) Are you endlessly trying to get agents to improve their customer service? There might be a culprit you’ve never considered. Discover hidden and counterintuitive obstacles that hurt agent performance. Are you endlessly trying to get agents to improve their ... [read more](https://resources.benchmarkportal.com/calltalk/hidden-obstacles-to-outstanding-contact-center-service) ## [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) ## [Incentives, Gamification and Engagement | Guest: Elijah Cox](https://resources.benchmarkportal.com/calltalk/incentives-gamification-and-engagement) Jun 11, 2019, 11:02:15 AM | [CallTalk Radio Show](https://resources.benchmarkportal.com/calltalk/topic/calltalk-radio-show), [Incentive Plans](https://resources.benchmarkportal.com/calltalk/topic/incentive-plans), [Employee Incentives](https://resources.benchmarkportal.com/calltalk/topic/employee-incentives), [Employee Engagement](https://resources.benchmarkportal.com/calltalk/topic/employee-engagement), [Gamification](https://resources.benchmarkportal.com/calltalk/topic/gamification), [Agent Engagement](https://resources.benchmarkportal.com/calltalk/topic/agent-engagement), [CallTalk Season 10](https://resources.benchmarkportal.com/calltalk/topic/calltalk-season-10) If you understand the science and principles of Engagement, Gamification, and Incentives, you have the power to change an organization. You can improve morale, increase tenure, see metric improvements of up to 40%, all of which promotes a healthy organization ... [read more](https://resources.benchmarkportal.com/calltalk/incentives-gamification-and-engagement) ## [Contact Center Associations: Leveraging Information and Networking | Guest: Stuart Discount](https://resources.benchmarkportal.com/calltalk/contact-center-associations-leveraging-information-and-networking) May 21, 2019, 8:21:57 AM | [CallTalk Radio Show](https://resources.benchmarkportal.com/calltalk/topic/calltalk-radio-show), [CallTalk Season 10](https://resources.benchmarkportal.com/calltalk/topic/calltalk-season-10) Are you a member of a contact center industry association? If not, are you thinking about it? This episode of CallTalk will tell you what to look for and how to get the most from your membership.Contact center industry associations can contribute a lot to the ... [read more](https://resources.benchmarkportal.com/calltalk/contact-center-associations-leveraging-information-and-networking) ## [Conversational Virtual Agents: Advantages and Caveats | Guest: Livio Pugliese](https://resources.benchmarkportal.com/calltalk/conversational-virtual-agents-advantages-and-caveats) Apr 8, 2019, 5:17:07 PM | [CallTalk Radio Show](https://resources.benchmarkportal.com/calltalk/topic/calltalk-radio-show), [Bots](https://resources.benchmarkportal.com/calltalk/topic/bots), [CallTalk Season 10](https://resources.benchmarkportal.com/calltalk/topic/calltalk-season-10) "Conversational Virtual Agent (sometimes known as chatbots) are all the rage. There has been an explosion, with easily accessed and low-priced conversational frameworks from the likes of Amazon and Google. However, while it’s easy to put together a bad ... [read more](https://resources.benchmarkportal.com/calltalk/conversational-virtual-agents-advantages-and-caveats) ## [Customer Care in a “Transhuman Era” | Guest: Garrison Macri](https://resources.benchmarkportal.com/calltalk/customer-care-in-a-transhuman-era) Mar 19, 2019, 9:58:38 AM | [CallTalk Radio Show](https://resources.benchmarkportal.com/calltalk/topic/calltalk-radio-show), [CallTalk Season 10](https://resources.benchmarkportal.com/calltalk/topic/calltalk-season-10), [Transhuman Era](https://resources.benchmarkportal.com/calltalk/topic/transhuman-era), [Customer Care](https://resources.benchmarkportal.com/calltalk/topic/customer-care) Technology is impacting every aspect of our lives from home shopping, home deliveries, video streaming, voice activated home hubs, to kids paying to watch their favorite gamers … well play Video Games. Technology developments in the Customer Care world are ... [read more](https://resources.benchmarkportal.com/calltalk/customer-care-in-a-transhuman-era) ## [Drama, The Poison of Customer Service | Guest: Eric Berg](https://resources.benchmarkportal.com/calltalk/drama-the-poison-of-customer-service) Feb 5, 2019, 2:05:09 PM | [CallTalk Radio Show](https://resources.benchmarkportal.com/calltalk/topic/calltalk-radio-show), [CallTalk Season 10](https://resources.benchmarkportal.com/calltalk/topic/calltalk-season-10), [employee satisfaction](https://resources.benchmarkportal.com/calltalk/topic/employee-satisfaction), [agent retention](https://resources.benchmarkportal.com/calltalk/topic/agent-retention), [Drama](https://resources.benchmarkportal.com/calltalk/topic/drama) The Call Center industry can be full of drama that can be a poison to the customer experience, employee satisfaction, agent retention and your overall center performance. In this episode, we will learn how to identify different types of drama and discuss ... [read more](https://resources.benchmarkportal.com/calltalk/drama-the-poison-of-customer-service) ## [Changing the Way Collection Agencies are Viewed by being Ridiculously Nice! | Guest: Kenlyn T. Gretz](https://resources.benchmarkportal.com/calltalk/changing-the-way-collection-agencies-are-viewed-by-being-ridiculously-nice) Jan 22, 2019, 9:56:19 AM | [CallTalk Radio Show](https://resources.benchmarkportal.com/calltalk/topic/calltalk-radio-show), [CallTalk Season 10](https://resources.benchmarkportal.com/calltalk/topic/calltalk-season-10), [Collections](https://resources.benchmarkportal.com/calltalk/topic/collections) Has the collections industry taken a few black eyes through the years? Yet, your specific company was not at fault? Does your company get “stereotyped” unfairly Our guest today, owns a collection agency that is intent on changing the way collection agencies ... [read more](https://resources.benchmarkportal.com/calltalk/changing-the-way-collection-agencies-are-viewed-by-being-ridiculously-nice) [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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