CallTalk™ Radio Show | Workforce Management

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, Call Center Training, Workforce Management, Best Practices, Hiring, Customer Experience, Customer Journey, 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 ...

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Getting Really Good at WFH and Hybrid Work | Guest: Michele Rowan

Mar 26, 2024, 12:24:15 PM |

CallTalk Radio Show, Workforce Management, Best Practices, Customer Feedback, Work Environment, Remote Work

Remote and hybrid work are not new to contact centers, but getting really good at it on scale and for the long haul, is quite new. How are organizations retaining the best talent once hired, and how are they bringing people into culture folds quickly, while ...

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Leveraging Workforce Management Best Practices to Optimize Your Contact Center | Guest: Matthew Duncan

May 24, 2021, 8:40:46 PM |

CallTalk Radio Show, Workforce Management, WFM, CallTalk Season12

Efficient agents not only make the contact center run smoother, but they create a better experience for your customers. We sat down with Matt Duncan from CommunityWFM to discuss how leveraging some of the best practices in workforce management improves agent ...

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Workforce Management: New Insights From a Seasoned Veteran | Guest: Rick Seeley

Nov 12, 2018, 1:43:30 PM |

CallTalk Radio Show, Workforce Management, Work Environment, CallTalk, CallTalk Season 9, WFM

Workforce Management is both science and art. Hear the voice of experience as Rick Lee, Workforce Manager for Convergys, is interviewed by host Bruce Belfiore on his WFM best practices tips. Practitioners who are looking for a deeper level of WFM insight ...

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Digital Workforce, Keeping Automation Real | Guest: Martijn Zuiderbaan

Sep 11, 2018, 1:04:08 PM |

CallTalk Radio Show, Workforce Management, CallTalk, CallTalk Season 9, AI, Bots, RPA, WFM

Nowadays you hear a lot of companies who are doing ‘something’ with Automation (RPA) or Artificial Intelligence (AI), however, what is the real story behind it, is it truly as easy as the vendors pitch it or does it require effort?

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Before Buying WFO Technology, Listen to this: Two Emerging Changes in the Contact Center Industry | Guest: William Durr

Jan 13, 2016, 11:08:49 AM |

CallTalk Radio Show, Workforce Management, CallTalk Season 7

Lately, Bill has begun to detect some striking changes emerging in the contact center industry. Something that has always mystified Bill Durr is the absence of change in the industry. He sees that contact centers really don’t want to buy software, they want ...

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Workforce Management Meets Workforce Morale | Guest: Ed Poorbaugh

Feb 13, 2013, 11:23:37 AM |

CallTalk Radio Show, Workforce Management, CallTalk Season 4, WFM

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Workforce Optimization: Analytics Demystified – Customer Focus (Session 2 of 2) Show | Guest: Bill Durr

Feb 16, 2011, 1:34:43 PM |

CallTalk Radio Show, Workforce Management, CallTalk Season 2, WFM

Analytics Demystified – Employee Focus (Session 2 of 2)

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Workforce Optimization: Analytics Demystified – Employee Focus (Session 1 of 2) Show | Guest: Bill Durr

Jan 19, 2011, 1:52:01 PM |

CallTalk Radio Show, Workforce Management, CallTalk Season 2, WFM

Analytics Demystified – Employee Focus (Session 1 of 2)

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Workforce Management Advanced Show | Guest: Adam Cincoski

Jan 12, 2011, 1:55:06 PM |

CallTalk Radio Show, Workforce Management, CallTalk Season 2, WFM

CallTalk™ Caramels: Sweet Snippets from BenchmarkPortal’s Best CallTalk Episodes In today’s advanced contact center environment, Workforce Management (WFM) should not be thought of as only a process, but a culture that uses data to drive systems and practices ...

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Workforce Management | Guest: Adam Cincoski

Aug 4, 2010, 2:35:10 PM |

CallTalk Radio Show, Workforce Management, CallTalk Season 2, WFM

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