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CallTalk

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CallTalk is the first on-line radio show specifically about Call Centers. CallTalk is hosted by Bruce Belfiore, CEO and Senior Research Executive of BenchmarkPortal. Bruce hosts the monthly online radio show "CallTalk", which discusses hot-button issues with industry experts and interacts with a large audience of call center managers. He is a frequent speaker at industry events in the United States and abroad.

CallTalk is the first on-line radio show specifically about Call Centers. CallTalk is hosted by Bruce Belfiore, CEO and Senior Research Executive of BenchmarkPortal. Bruce hosts the monthly online radio show "CallTalk", which discusses hot-button issues with industry experts and interacts with a large audience of call center managers. He is a frequent speaker at industry events in the United States and abroad.
More Information

Location:

Santa Barbara, CA

Networks:

BlogTalkRadio

Description:

CallTalk is the first on-line radio show specifically about Call Centers. CallTalk is hosted by Bruce Belfiore, CEO and Senior Research Executive of BenchmarkPortal. Bruce hosts the monthly online radio show "CallTalk", which discusses hot-button issues with industry experts and interacts with a large audience of call center managers. He is a frequent speaker at industry events in the United States and abroad.

Language:

English

Contact:

126 E. Constance Avenue Santa Barbara, CA 93105 800-214-8929


Episodes

Highlights from Call Center Campus

10/31/2018
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Highlights from Call Center Campus - Everything You Need To Know

Duration:00:41:10

Digital Workforce, Keeping Automation Real

9/12/2018
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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?

Duration:00:33:24

The power of an effective feedback loop

8/8/2018
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Information feedback is the lifeblood of continuous improvement for contact centers. However, most centers don't employ a structured approach to originating, processing and acting on feedback. In this session, guest Pam Wilson explains the 4 stages required for a feedback loop to have full efficacy. We will discuss the four stages and Pam will share how she has seen them best implemented in call center settings.

Duration:00:37:39

Fair Trade Outsourcing: Sustainable, Ethical and Profitable

7/18/2018
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Join Bruce Belfiore and Mike Dershowitz, CEO and Managing Director of Rethink Staffing, as they discuss a novel approach to managing call centers for outperforming results and creating social and economic impact at the same time. Mike shares his philosophy behind fair trade outsourcing, and some real-world examples that illustrate its sustainability, ethicality, and profitability.

Duration:00:39:28

Marijuana in the Workplace

6/13/2018
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Why Drug Test?Drug Testing OptionsNationwide Positivity RatesLegalization of MarijuanaMedical and Recreational Marijuana LandscapeDrug Testing ChallengesPolicy ConsiderationsRecent Workplace Marijuana Case ReviewFuture of Drug Testing

Duration:00:31:55

The Knowledge Loop: Improve Your Products and Customer Experience by Leveraging Front-Line Agents

5/9/2018
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How contact centers can leverage agent knowledge to improve the products they support. Design for improved Customer Experience while sharing valuable input with other departments: marketing, product development and sales. Information gathering, analysis and distribution are keys to a quality customer service organization. Feedback shows you the weak spots, while analysis and communication with other parts of your enterprise bring value to the enterprise as a whole. Dr. Van Bennekom will...

Duration:00:36:30

Thought Leadership in the Contact Center: You Can Do It!

4/11/2018
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Join CallTalk host Bruce Belfiore as he talks with author and speaker Mitchell Levy about ways to bring thought leadership into your life and your organization. Hear the tips he shared with his Ted Talk audience about listening, hearing, connecting and leading. Mitchell will provide you with insights you can use immediately in your center, and will explain his H.E.L.P. paradigm that will get you thinking and acting to improve yourself and your work place.

Duration:00:31:44

Contact Center WorkLife Balance

3/20/2018
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Let's face it, finding the right work-life balance in a contact center isn't easy. It takes guts to make changes in your center that allow agents to balance their personal life with the company's needs. Unfortunately for contact centers, ignoring an agent's need for work-life balance has high costs. One study from Indeed found that "More than one in four employees (27%) in organizations that are not perceived to support work-life balance plan to leave their companies within the next two...

Duration:00:32:28

What's the Road to Customer Loyalty?

2/14/2018
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Join Bruce Belfiore for a timely interview with Bob Kobek, President of Mobius Partners and CustomerCount. Bob will address items of interest to both outbound centers and inbound centers, focusing on ways to get to the prize of customer loyalty. He will discuss both the concepts and the practical tools needed to get the results every manager seeks. He will include his thoughts on call center technology and online feedback, such as CSAT, NPS and CES. Bob will also share his ideas on the...

Duration:00:32:41

Agent Engagement & Empowerment

1/17/2018
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Maureen Lewandowski of Delta Dental of Wisconsin shares tips on how to get buy-in from your people for major initiatives. She illustrates the roles of well structured processes and carefully chosen technologies to empower and incentivize employees to improve performance as a team – and attain certified excellence. These are great, practical insights that most mangers can quickly implement in their centers. Guest Bio: Maureen Lewandowski is the Director, Operations at Delta Dental of...

Duration:00:30:58

How to Lead Customer Contact Center Professionals Through Change

12/7/2017
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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 Management expert, Steve Ellis. Steve will share his exceptional experiences and walk us through a structured approach to leading contact centers during major changes. Be ready to take notes on tips to prepare your team for both change – and...

Duration:00:37:44

Overcome Three Critical Training Challenges that Hamper Excellent Service

10/26/2017
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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. In this episode of CallTalk Bruce Belfiore and Conner Burt focus on the importance of access, speed and data to your center's success. Please join us for a lively discussion that will both explore these themes and give practical suggestions on how to leverage them best. Conner Burt is the...

Duration:00:33:57

Team Huddle Boards: Enhance Communication & Maximize Efficiency

9/13/2017
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Huddles can be the team’s daily opportunity to communicate and plan. They can also be used to circulate other important company or product information. If there is a special focus on a particular metric or initiative the huddle can be used to remind the team and reinforce these initiatives each day. Announcements, such as a scheduled downtime, can also be made during this dedicated time. Communication is the grease that makes things happen smoothly in contact centers. It is also an area in...

Duration:00:33:00

Building a customer-focused culture in your contact center

8/16/2017
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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 tips that will help you with this important element of your operation. Bruce Belfiore will ask Jeff Toister to give you the benefit of his experience regarding issues such as: - The importance of leadership in fomenting, forming and...

Duration:00:34:23

Delivering Profoundly Remarkable Service

7/26/2017
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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 picky, fickle and vocal customers requires a constant and deliberate pursuit of innovative ways to make the customers’ experiences sparkly, but consistent; enriching, but profitable. Since value-added has gotten way too expensive;...

Duration:00:36:45

Voice of the Customer and Agent Engagement: Roses, Daisies & Weeds

6/14/2017
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Call Centers are full of many moving parts, we will dive into as many as we can and get the viewpoint of a long time Call Center Pro, Michael J. Tamer, CEO and President of Proponisi. Michael 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, and was at the forefront of the contact center quality monitoring industry. Throughout his career, Michael has been teaching...

Duration:00:34:04

Employee Engagement - Getting it right, right from the start!

5/31/2017
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Some of the things we hope to touch on: - values alignment - ?Why can't my work life be like my personal life? - Employee engagement ROI chain - Culture + Tech + Data = engagement - Description of Ohana - Unifying the on-boarding experiences of different areas (pulling together best practices) - Improving the new hire experience - Use of AI in evaluating and career-pathing employees David Kingsley is an experienced organizational effectiveness executive who currently serves as Salesforce's...

Duration:00:31:45

Best Practices in Agent Screening: Success through Optimized Simulations

4/19/2017
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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 screening efforts more cost efficient as well as more successful in terms of hiring the right people for your center. Join us for this illuminating episode of CallTalk! Joe has designed and directed the development of more than 100 custom...

Duration:00:32:19

Americans with Disabilities: Positively Impacting Contact Centers Nationwide

3/29/2017
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Bruce Belfiore interviews Michael Sanders on his efforts, with the non-profit NTI, to help Americans with Disabilities and Disabled Veterans back into the workplace. Through his work, he has actively placed over 650 work-at-home employees, per year, in Fortune 500 companies. Michael talks about the challenges and opportunity of hiring Americans with Disabilities within the Call Center, Customer Service, and IT Help Desk industries and the solutions NTI can provide. Michael Sanders is the...

Duration:00:33:37

Customer Experience: New Mind Meld Methodology

2/17/2017
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Bruce Belfiore interviews Mark Coudray on his brand new methodology that creates vastly improved connections between agents and customers. A recent trial resulted in an increase in reservation closure rates from 24.9% to over 70%, as well as an increase in satisfaction. Leveraging his knowledge of the human mind and decision-making processes, Mark has created a unique approach that begins with listening to customer calls very carefully, then coaching agents in ways no one has ever done...

Duration:00:36:42