CallTalk™ Radio Show | CallTalk Season 8

How to Lead Customer Contact Center Professionals Through Change | Guest: Steve Ellis

Dec 5, 2017 2:04:32 PM |

CallTalk Radio Show, Call Center Training, Customer Service, CallTalk Season 8, agent training, CallTalk, 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 ...

How to Overcome Three Critical Training Challenges that Hamper Excellent Service | Guest: Connor Burt

Oct 18, 2017 9:44:41 AM |

CallTalk Radio Show, Call Center Training, Customer Service, CallTalk Season 8, agent training, CallTalk, 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.

Team Huddle Boards: Enhance Communication & Maximize Efficiency | Guest: Debbie Frazier

Sep 13, 2017 10:52:32 AM |

CallTalk Radio Show, Team Meetings, Customer Service, CallTalk Season 8, Customer Focused Culture, Team Development, CallTalk, Huddle Boards

Huddles can be the team’s daily opportunity to communicate and plan. A Huddle Board is the team's tool to record important information and memorialize decisions and goals. If there is a special focus on a particular metric or initiative, the Huddle Board can ...

Build a Customer-Focused Culture in Your Contact Center | Guest: Jeff Toister

Aug 11, 2017 4:41:44 PM |

CallTalk Radio Show, Customer Service, CallTalk Season 8, Customer Focused Culture

Contact center managers know that a strong, positive, can-do culture will improve their metrics and make their customers satisfied. However, culture can seem like a complex, difficult thing to turn around, to build, and to maintain. There are some important ...

Delivering Profoundly Remarkable Customer Service | Guest: Chip R Bell

Jul 21, 2017 2:39:17 PM |

CallTalk Radio Show, Customer Service, CallTalk Season 8, Customer Experience

What do Google, Netflix, Apple, Uber and Amazon have in common other than rapid growth and amazing profits? They all are considered among the most innovative companies, perpetually seek ingenious ways to delight their customers. Remarkable service for today’s ...

Voice of the Customer and Agent Engagement: Roses, Daisies & Weeds | Guest: Michael J. Tamer

Jun 26, 2017 12:15:18 PM |

CallTalk Radio Show, CallTalk Season 8, Agent Engagement

Agents are the heartbeat of every Call Center and are every manager's greatest challenge. We will explore how to optimize agent engagement and get the viewpoint of a long time Call Center Pro, Michael J. Tamer. Guest Speaker: Michael J. Tamer, CEO and ...

Employee Engagement at Salesforce.com | Guest: David Kingsley

May 30, 2017 6:37:05 PM |

CallTalk Radio Show, Employee Engagement, CallTalk Season 8

Getting it right, right from the start! Hear about:

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 ...

Americans with Disabilities: Positively Impacting Contact Centers Nationwide | Guest: Michael Sanders

Mar 27, 2017 2:16:00 PM |

CallTalk Radio Show, CallTalk Season 8

Have you considered hiring disabled workers for your at-home or brick-and-mortar contact center operations? Bruce Belfiore interviews Michael Sanders on his efforts, with the non-profit NTI, to help Americans with Disabilities and Disabled Veterans back into ...

Customer Experience: New Mind Meld Methodology | Guest: Mark Coudray

Feb 14, 2017 2:47:46 PM |

CallTalk Radio Show, CallTalk Season 8, Customer Experience

Air Date: Friday, February 17, 2017 - 10AM/PT Host: Bruce Belfiore, CEO & Senior Research Analyst, BenchmarkPortal Guest Speaker: Mark Coudray, DScisive Season: 8, Episode Number: 2

Call Center Employee Recognition Best Practices | Guest: Christopher Tomsa

Jan 16, 2017 11:22:05 AM |

CallTalk Radio Show, CallTalk Season 8, Employee Recognition

A thoughtful review of employee rewards and recognition programs will provide you with ideas for improving your operation. These programs do not have to be expensive - many motivational techniques cost little or nothing. Applying latest best practices to your ...

CallTalk™ Radio Show Archive