---
title: CallTalk™ Radio Show | CallTalk Season 14
description: CallTalk Season 14 | 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.
---

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# CallTalk™ Radio Show Archive

## [Generative AI Best Practices for your Contact Center Transformation | Guest: Jimmy Padia](https://resources.benchmarkportal.com/calltalk/generative-ai-best-practices-for-your-contact-center-transformation)

Oct 27, 2023, 9:58:50 AM |

[CallTalk Radio Show](https://resources.benchmarkportal.com/calltalk/topic/calltalk-radio-show), [Best Practices](https://resources.benchmarkportal.com/calltalk/topic/best-practices), [AI](https://resources.benchmarkportal.com/calltalk/topic/ai), [A.I.](https://resources.benchmarkportal.com/calltalk/topic/a-i), [CallTalk Season 14](https://resources.benchmarkportal.com/calltalk/topic/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 ... 

[read more](https://resources.benchmarkportal.com/calltalk/generative-ai-best-practices-for-your-contact-center-transformation)

## [Everything You Wanted to Know About AI and Contact Centers, But Were Afraid to Ask | Guest: Mark Coudray](https://resources.benchmarkportal.com/calltalk/everything-you-wanted-to-know-about-ai-and-contact-centers-but-were-afraid-to-ask)

Apr 12, 2023, 8:30:42 AM |

[CallTalk Radio Show](https://resources.benchmarkportal.com/calltalk/topic/calltalk-radio-show), [Hiring](https://resources.benchmarkportal.com/calltalk/topic/hiring), [Marijuana in the Workplace](https://resources.benchmarkportal.com/calltalk/topic/marijuana-in-the-workplace), [CallTalk Season 14](https://resources.benchmarkportal.com/calltalk/topic/calltalk-season-14)

 Artificial Intelligence (AI) and Chat GPT are invading the minds of contact center managers around the world. But what will they mean for you and your operation? Join Bruce Belfiore and AI futurist Mark Coudray for a CallTalk episode that confronts AI and its ... 

[read more](https://resources.benchmarkportal.com/calltalk/everything-you-wanted-to-know-about-ai-and-contact-centers-but-were-afraid-to-ask)

## [Hiring CSRs: Latest on Security Screening and Drug Testing | Guest: Christine Cunneen](https://resources.benchmarkportal.com/calltalk/hiring-csrs-latest-on-security-screening-and-drug-testing-guest-christine-cunneen)

Apr 5, 2023, 9:43:50 AM |

[CallTalk Radio Show](https://resources.benchmarkportal.com/calltalk/topic/calltalk-radio-show), [Hiring](https://resources.benchmarkportal.com/calltalk/topic/hiring), [Marijuana in the Workplace](https://resources.benchmarkportal.com/calltalk/topic/marijuana-in-the-workplace), [CallTalk Season 14](https://resources.benchmarkportal.com/calltalk/topic/calltalk-season-14)

 With so much going on across all industries with regard to post-COVID screening and hiring - - along with changing laws tied to criminal justice reform, marijuana and employer liability - - industry expert Christine Cunneen provides a much-needed update on ... 

[read more](https://resources.benchmarkportal.com/calltalk/hiring-csrs-latest-on-security-screening-and-drug-testing-guest-christine-cunneen)

## [Bringing Texting to Life in your Call Center | Guest Gary Pudles](https://resources.benchmarkportal.com/calltalk/bringing-texting-to-life-in-your-call-center-guest-gary-pudles)

Mar 15, 2023, 12:43:04 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 14](https://resources.benchmarkportal.com/calltalk/topic/calltalk-season-14)

 Answering services have been around for 100 years. But times are changing, and today, customers want to text companies. Businesses are text-enabling their business lines every day. But often, they’re too busy to respond to customers themselves. Join Bruce ... 

[read more](https://resources.benchmarkportal.com/calltalk/bringing-texting-to-life-in-your-call-center-guest-gary-pudles)

## [Future of Hiring: Innovative Approaches for Recruiting & Retaining Top Agents | Guest: Ravin Shah](https://resources.benchmarkportal.com/calltalk/future-of-hiring-innovative-approaches-for-recruiting-retaining-top-agents-guest-ravin-shah)

Feb 6, 2023, 6:52:31 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 14](https://resources.benchmarkportal.com/calltalk/topic/calltalk-season-14)

 Hiring agents has become more difficult and managers are looking for new ideas and approaches to increase success. Join Bruce Belfiore as he interviews Ravin Shah about today's market for contact center agents - and how to win with top candidates using a ... 

[read more](https://resources.benchmarkportal.com/calltalk/future-of-hiring-innovative-approaches-for-recruiting-retaining-top-agents-guest-ravin-shah)

## [Maximizing the Human in the Call Center | Guest: Nicholas MacDonald](https://resources.benchmarkportal.com/calltalk/maximizing-the-human-in-the-call-center)

Jan 4, 2023, 6:11:10 AM |

[CallTalk Radio Show](https://resources.benchmarkportal.com/calltalk/topic/calltalk-radio-show), [Customer Service](https://resources.benchmarkportal.com/calltalk/topic/customer-service), [CallTalk Season 14](https://resources.benchmarkportal.com/calltalk/topic/calltalk-season-14)

 Join Bruce Belfiore for the first CallTalk episode of 2023, with the theme "Maximizing the Human in the Call Center". He will be interviewing Nicholas MacDonald, director of Customer Experience at C-Lect Consulting. Nicholas will draw from a career in contact ... 

[read more](https://resources.benchmarkportal.com/calltalk/maximizing-the-human-in-the-call-center)

[All posts](https://resources.benchmarkportal.com/calltalk/all)

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### 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. (5)](https://resources.benchmarkportal.com/calltalk/tag/a-i)
- [AI (5)](https://resources.benchmarkportal.com/calltalk/tag/ai)
- [Agent Engagement (5)](https://resources.benchmarkportal.com/calltalk/tag/agent-engagement)
- [QA (5)](https://resources.benchmarkportal.com/calltalk/tag/qa)
- [Quality Assurance (5)](https://resources.benchmarkportal.com/calltalk/tag/quality-assurance)
- [Technology (5)](https://resources.benchmarkportal.com/calltalk/tag/technology)
- [CallTalk Season 13 (4)](https://resources.benchmarkportal.com/calltalk/tag/calltalk-season-13)
- [Leadership Development (4)](https://resources.benchmarkportal.com/calltalk/tag/leadership-development)
- [Marijuana in the Workplace (4)](https://resources.benchmarkportal.com/calltalk/tag/marijuana-in-the-workplace)
- [Agent Development (3)](https://resources.benchmarkportal.com/calltalk/tag/agent-development)
- [Agent Turnover (3)](https://resources.benchmarkportal.com/calltalk/tag/agent-turnover)
- [Bots (3)](https://resources.benchmarkportal.com/calltalk/tag/bots)
- [Compensation Strategies (3)](https://resources.benchmarkportal.com/calltalk/tag/compensation-strategies)
- [Customer Feedback (3)](https://resources.benchmarkportal.com/calltalk/tag/customer-feedback)
- [Customer Journey (3)](https://resources.benchmarkportal.com/calltalk/tag/customer-journey)
- [Employee Engagement (3)](https://resources.benchmarkportal.com/calltalk/tag/employee-engagement)
- [Employee Incentives (3)](https://resources.benchmarkportal.com/calltalk/tag/employee-incentives)
- [Recruiting (3)](https://resources.benchmarkportal.com/calltalk/tag/recruiting)
- [Adherence (2)](https://resources.benchmarkportal.com/calltalk/tag/adherence)
- [Agent Performance (2)](https://resources.benchmarkportal.com/calltalk/tag/agent-performance)
- [Benchmarking (2)](https://resources.benchmarkportal.com/calltalk/tag/benchmarking)
- [Coaching for Success (2)](https://resources.benchmarkportal.com/calltalk/tag/coaching-for-success)
- [Coronavirus (2)](https://resources.benchmarkportal.com/calltalk/tag/coronavirus)
- [Credibility (2)](https://resources.benchmarkportal.com/calltalk/tag/credibility)
- [Customer Focused Culture (2)](https://resources.benchmarkportal.com/calltalk/tag/customer-focused-culture)
- [Customer Satisfaction Measurement (2)](https://resources.benchmarkportal.com/calltalk/tag/customer-satisfaction-measurement)
- [Delivering Quality (2)](https://resources.benchmarkportal.com/calltalk/tag/delivering-quality)
- [Employee Morale (2)](https://resources.benchmarkportal.com/calltalk/tag/employee-morale)
- [Employee Recognition (2)](https://resources.benchmarkportal.com/calltalk/tag/employee-recognition)
- [Employee Training (2)](https://resources.benchmarkportal.com/calltalk/tag/employee-training)
- [First Call Resolution (2)](https://resources.benchmarkportal.com/calltalk/tag/first-call-resolution)
- [Gamification (2)](https://resources.benchmarkportal.com/calltalk/tag/gamification)
- [Gen Y (2)](https://resources.benchmarkportal.com/calltalk/tag/gen-y)
- [IVR (2)](https://resources.benchmarkportal.com/calltalk/tag/ivr)
- [Impact of Technology Contact Center Performance (2)](https://resources.benchmarkportal.com/calltalk/tag/impact-of-technology-contact-center-performance)
- [Knowledge Management (2)](https://resources.benchmarkportal.com/calltalk/tag/knowledge-management)
- [Management (2)](https://resources.benchmarkportal.com/calltalk/tag/management)
- [Multi-Channel (2)](https://resources.benchmarkportal.com/calltalk/tag/multi-channel)
- [Outbound Calls (2)](https://resources.benchmarkportal.com/calltalk/tag/outbound-calls)
- [Outsourcing (2)](https://resources.benchmarkportal.com/calltalk/tag/outsourcing)
- [RPA (2)](https://resources.benchmarkportal.com/calltalk/tag/rpa)
- [Service Level (2)](https://resources.benchmarkportal.com/calltalk/tag/service-level)
- [Social Media (2)](https://resources.benchmarkportal.com/calltalk/tag/social-media)
- [Surveys (2)](https://resources.benchmarkportal.com/calltalk/tag/surveys)
- [Team Meetings (2)](https://resources.benchmarkportal.com/calltalk/tag/team-meetings)
- [Virtual Agents (2)](https://resources.benchmarkportal.com/calltalk/tag/virtual-agents)
- [Accountability (1)](https://resources.benchmarkportal.com/calltalk/tag/accountability)
- [Adding Sales to Your Customer Service Culture (1)](https://resources.benchmarkportal.com/calltalk/tag/adding-sales-to-your-customer-service-culture)
- [After Call Work Time (1)](https://resources.benchmarkportal.com/calltalk/tag/after-call-work-time)
- [Agent Burnout (1)](https://resources.benchmarkportal.com/calltalk/tag/agent-burnout)
- [Agent Coaching (1)](https://resources.benchmarkportal.com/calltalk/tag/agent-coaching)
- [Agent Compliance (1)](https://resources.benchmarkportal.com/calltalk/tag/agent-compliance)
- [Agent Motivation (1)](https://resources.benchmarkportal.com/calltalk/tag/agent-motivation)
- [Agent Satisfaction (1)](https://resources.benchmarkportal.com/calltalk/tag/agent-satisfaction)
- [Artificial Intelligence (1)](https://resources.benchmarkportal.com/calltalk/tag/artificial-intelligence)
- [Aux Time (1)](https://resources.benchmarkportal.com/calltalk/tag/aux-time)
- [Back Office (1)](https://resources.benchmarkportal.com/calltalk/tag/back-office)
- [Background Test (1)](https://resources.benchmarkportal.com/calltalk/tag/background-test)
- [Balancing Life and Work (1)](https://resources.benchmarkportal.com/calltalk/tag/balancing-life-and-work)
- [BenchmarkPortal (1)](https://resources.benchmarkportal.com/calltalk/tag/benchmarkportal)
- [Big Data (1)](https://resources.benchmarkportal.com/calltalk/tag/big-data)
- [Big and small changes that can make a difference (1)](https://resources.benchmarkportal.com/calltalk/tag/big-and-small-changes-that-can-make-a-difference)
- [Call Center Campus (1)](https://resources.benchmarkportal.com/calltalk/tag/call-center-campus)
- [Call Center Law (1)](https://resources.benchmarkportal.com/calltalk/tag/call-center-law)
- [Call Monitoring (1)](https://resources.benchmarkportal.com/calltalk/tag/call-monitoring)
- [Caller I.D. (1)](https://resources.benchmarkportal.com/calltalk/tag/caller-i-d)
- [Chat (1)](https://resources.benchmarkportal.com/calltalk/tag/chat)
- [Collections (1)](https://resources.benchmarkportal.com/calltalk/tag/collections)
- [Consolidation (1)](https://resources.benchmarkportal.com/calltalk/tag/consolidation)
- [Culture (1)](https://resources.benchmarkportal.com/calltalk/tag/culture)
- [Customer Care (1)](https://resources.benchmarkportal.com/calltalk/tag/customer-care)
- [Customer Effort (1)](https://resources.benchmarkportal.com/calltalk/tag/customer-effort)
- [Customer and Agent Loyalty (1)](https://resources.benchmarkportal.com/calltalk/tag/customer-and-agent-loyalty)
- [Customers Criteria For Quality (1)](https://resources.benchmarkportal.com/calltalk/tag/customers-criteria-for-quality)
- [Dashboard Best Practices (1)](https://resources.benchmarkportal.com/calltalk/tag/dashboard-best-practices)
- [Drama (1)](https://resources.benchmarkportal.com/calltalk/tag/drama)
- [Drug Testing (1)](https://resources.benchmarkportal.com/calltalk/tag/drug-testing)
- [E-mail Best Practices (1)](https://resources.benchmarkportal.com/calltalk/tag/e-mail-best-practices)
- [FMLA (1)](https://resources.benchmarkportal.com/calltalk/tag/fmla)
- [Feedback Loop (1)](https://resources.benchmarkportal.com/calltalk/tag/feedback-loop)
- [Government Call Centers (1)](https://resources.benchmarkportal.com/calltalk/tag/government-call-centers)
- [Hold Time (1)](https://resources.benchmarkportal.com/calltalk/tag/hold-time)
- [How Economic Conditions are Effecting Call Centers (1)](https://resources.benchmarkportal.com/calltalk/tag/how-economic-conditions-are-effecting-call-centers)
- [Huddle Boards (1)](https://resources.benchmarkportal.com/calltalk/tag/huddle-boards)
- [Human Brand (1)](https://resources.benchmarkportal.com/calltalk/tag/human-brand)
- [Imagining Excellence (1)](https://resources.benchmarkportal.com/calltalk/tag/imagining-excellence)
- [Inbound Sales (1)](https://resources.benchmarkportal.com/calltalk/tag/inbound-sales)
- [Incentive Plans (1)](https://resources.benchmarkportal.com/calltalk/tag/incentive-plans)
- [Intentional Coaching (1)](https://resources.benchmarkportal.com/calltalk/tag/intentional-coaching)
- [Knowledge Loop (1)](https://resources.benchmarkportal.com/calltalk/tag/knowledge-loop)
- [Living Wage (1)](https://resources.benchmarkportal.com/calltalk/tag/living-wage)
- [Managing Complaints (1)](https://resources.benchmarkportal.com/calltalk/tag/managing-complaints)
- [Market Expansion (1)](https://resources.benchmarkportal.com/calltalk/tag/market-expansion)
- [Market Wage (1)](https://resources.benchmarkportal.com/calltalk/tag/market-wage)
- [Metrics (1)](https://resources.benchmarkportal.com/calltalk/tag/metrics)
- [Millenials (1)](https://resources.benchmarkportal.com/calltalk/tag/millenials)
- [Motivation and Manage Employees (1)](https://resources.benchmarkportal.com/calltalk/tag/motivation-and-manage-employees)
- [Net Promoter Score (1)](https://resources.benchmarkportal.com/calltalk/tag/net-promoter-score)
- [Optimizing Call Center (1)](https://resources.benchmarkportal.com/calltalk/tag/optimizing-call-center)
- [Process Improvement (1)](https://resources.benchmarkportal.com/calltalk/tag/process-improvement)
- [Profit Center (1)](https://resources.benchmarkportal.com/calltalk/tag/profit-center)
- [Reduce Abandon Rate (1)](https://resources.benchmarkportal.com/calltalk/tag/reduce-abandon-rate)
- [Retention Trends (1)](https://resources.benchmarkportal.com/calltalk/tag/retention-trends)
- [SLA (1)](https://resources.benchmarkportal.com/calltalk/tag/sla)
- [Service to Sales (1)](https://resources.benchmarkportal.com/calltalk/tag/service-to-sales)
- [Site Selection (1)](https://resources.benchmarkportal.com/calltalk/tag/site-selection)
- [Taking a fresh look at your Center (1)](https://resources.benchmarkportal.com/calltalk/tag/taking-a-fresh-look-at-your-center)
- [Team Development (1)](https://resources.benchmarkportal.com/calltalk/tag/team-development)
- [The Policies (1)](https://resources.benchmarkportal.com/calltalk/tag/the-policies)
- [The Problems (1)](https://resources.benchmarkportal.com/calltalk/tag/the-problems)
- [Thought Leadership (1)](https://resources.benchmarkportal.com/calltalk/tag/thought-leadership)
- [Time Management (1)](https://resources.benchmarkportal.com/calltalk/tag/time-management)
- [Transfers (1)](https://resources.benchmarkportal.com/calltalk/tag/transfers)
- [Transhuman Era (1)](https://resources.benchmarkportal.com/calltalk/tag/transhuman-era)
- [Voice User Interface (1)](https://resources.benchmarkportal.com/calltalk/tag/voice-user-interface)
- [Voice of the Customer (1)](https://resources.benchmarkportal.com/calltalk/tag/voice-of-the-customer)
- [agent retention (1)](https://resources.benchmarkportal.com/calltalk/tag/agent-retention)
- [customer loyalty (1)](https://resources.benchmarkportal.com/calltalk/tag/customer-loyalty)
- [employee satisfaction (1)](https://resources.benchmarkportal.com/calltalk/tag/employee-satisfaction)
- [leads (1)](https://resources.benchmarkportal.com/calltalk/tag/leads)
- [new hires (1)](https://resources.benchmarkportal.com/calltalk/tag/new-hires)
- [text messages (1)](https://resources.benchmarkportal.com/calltalk/tag/text-messages)
- [women in leadership (1)](https://resources.benchmarkportal.com/calltalk/tag/women-in-leadership)

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