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 President of Proponisi

Michael J. Tamer is a 25-year veteran of the customer contact industry. Michael is the author of the book, The Four-Minute Customer, which outlines his Customer experience management philosophies. Throughout his career, Michael has been teaching the benefits of quality and customer experience to organizations all over the world, including the United States Senate.

As the President and CEO of Teknekron Infoswitch, Michael introduced the industry's first quality monitoring product, which led to the "this call may be monitored for quality purposes" phenomenon heard today on all 1-800 numbers.

Air Date: Wednesday, June 14, 2017 - 10AM/PT
Host: Bruce Belfiore, CEO & Senior Research Analyst, BenchmarkPortal
Guest Speaker: Michael J. Tamer, CEO and President of Proponisi
Season: 8, Episode Number: 6


CallTalk is a monthly internet radio program for the customer service industry featuring the most innovative managers and thought leaders in the customer contact field, interviewed by BenchmarkPortal CEO, Bruce Belfiore. Broadcast monthly, directly over the Internet to your desktop, CallTalk covers hot topics that impact today's call center. CallTalk airs without the participation of vendors so that topics will be free from their influence and guided by the needs of its listeners. If you have a topic you would like us to cover, send it to

Topics: CallTalk Radio Show, CallTalk Season 8, Agent Engagement