CallTalk™ Radio Show | CallTalk Season 11

How 2021 Looks for Contact Centers? | Guest: Steve Bederman

Dec 8, 2020 9:52:01 AM |

The contact center world has been pushed ahead 4 to 5 years in 1 year in terms of technology, because of COVID. The rate of adoption of existing tech just exploded. What’s next? What does 2021 bring? The contact center world has been pushed ahead 4 to 5 years ...

Digital CX in the Utilities Sector | Guest: Cary Cusumano and Sarah Simon

Nov 10, 2020 2:38:10 PM |

CallTalk Radio Show, Recruiting, Hiring, Work Environment, training, CallTalk Season 11, 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 ...

CX + EX = Success | Guest: Robert Kobek

Oct 13, 2020 8:12:36 AM |

CallTalk Radio Show, Recruiting, Hiring, Work Environment, training, CallTalk Season 11, 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 ...

Emerging Best Practices for Recruiting and Training in the "New Normal" | Guest: Pam Roddy

Sep 23, 2020 10:40:45 AM |

CallTalk Radio Show, Recruiting, Hiring, Work Environment, training, CallTalk Season 11, 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

Pivoting from Office to Remote – Making it Work | Guest: Fabrice Martin

Aug 4, 2020 12:02:06 PM |

CallTalk Radio Show, Work Environment, CallTalk Season 11, 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 ...

Customer Experience & Your Company’s Human Brand in 2020 | Guest: Craig Binkley

Jul 15, 2020 1:09:28 PM |

CallTalk Radio Show, Technology, CallTalk Season 11, Human Brand

2020 has created an intense focus for companies to reconsider their relationship with customers and how they serve them. The vision and promise of good Customer Experience often talks about creating“wows” with customers at scale. Yet many of the tech stack ...

Contact Center Technology: Embrace It – Leverage It – Promote It! | Guest: Angie Luckey-Succes

Jun 16, 2020 9:52:13 AM |

CallTalk Radio Show, Technology, Impact of Technology Contact Center Performance, CallTalk Season 11

Are you implementing new contact center technology? Join us as we discuss tips and benefits on how to embrace the technology to transform the customer, employee and business experience by leveraging it within and beyond your department while promoting the ...

How A.I. is Transforming Contact Centers & Saving You Money | Guest: Tim McLain

May 6, 2020 11:26:02 AM |

CallTalk Radio Show, CallTalk Season 11, A.I., Artificial Intelligence

Are you struggling with scaling cll capacity in this time of pandemic? Could you leverage artificial intelligence to make your calls smarter? This episode of CallTalk will provide tips and insights on how to properly assess AI for your center's needs, keep ...

Busting the Barriers to Success:  Your Center and Back Office Functions | Guest: Nancy Munro

Apr 13, 2020 10:24:04 PM |

CallTalk Radio Show, agent training, CallTalk Season 11, 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 ...

Let’s Clear the Smoke: Drug Testing and Background Screening During the COVID-19 Pandemic | Guest: Christine Cunneen

Mar 10, 2020 9:27:13 PM |

CallTalk Radio Show, Marijuana in the Workplace, CallTalk Season 11, Background Test, Drug Testing

Join Christine Cunneen , CEO of Hire Image, a nationally accredited background screening company, as she shares helpful information about the latest drug testing and background screening trends facing call centers. Christine provides her particular insight on ...

SPECIAL CALLTALK: Coronavirus & Contact Center Management | Guest: Dr. Charles Fenzi

Mar 10, 2020 9:12:20 PM |

CallTalk Radio Show, CallTalk Season 11, Coronavirus

Guest Dr. Charles Fenzi and our host, Bruce Belfiore, author of Coronavirus and your Call Center: Don’t Panic – Plan and Prepare, which focuses on how to show true management leadership in the face of this crisis. This special episode of CallTalk™ is ...

Living Wage vs. Market Wage: Pros, Cons, Whys and Hows for Contact Center Managers | Guest: Mike Dershowitz

Feb 20, 2020 10:29:54 AM |

CallTalk Radio Show, Compensation Strategies, Agent Turnover, Employee Morale, Market Wage, CallTalk Season 11, Living Wage

Join Bruce Belfiore as he talks with Mike Dershowitz about the market and corporate forces that push us to offer compensation based on market conditions, and about the human and political elements that push toward offering “living wage” compensation. Mike ...

CallTalk™ Radio Show Archive

How 2021 Looks for Contact Centers? | Guest: Steve Bederman

Digital CX in the Utilities Sector | Guest: Cary Cusumano and Sarah Simon

CX + EX = Success | Guest: Robert Kobek

Emerging Best Practices for Recruiting and Training in the "New Normal" | Guest: Pam Roddy

Pivoting from Office to Remote – Making it Work | Guest: Fabrice Martin

Customer Experience & Your Company’s Human Brand in 2020 | Guest: Craig Binkley

Contact Center Technology: Embrace It – Leverage It – Promote It! | Guest: Angie Luckey-Succes

How A.I. is Transforming Contact Centers & Saving You Money | Guest: Tim McLain

Busting the Barriers to Success:  Your Center and Back Office Functions | Guest: Nancy Munro

Let’s Clear the Smoke: Drug Testing and Background Screening During the COVID-19 Pandemic | Guest: Christine Cunneen

SPECIAL CALLTALK: Coronavirus & Contact Center Management | Guest: Dr. Charles Fenzi

Living Wage vs. Market Wage: Pros, Cons, Whys and Hows for Contact Center Managers | Guest: Mike Dershowitz

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CallTalk™ Radio Show Archive

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