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Santa Barbara, CA




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.




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


Team Huddle Boards: Enhance Communication & Maximize Efficiency

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

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

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

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...

Duration: 00:34:04

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

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: 00:40:37

Best Practices in Agent Screening: Success through Optimized Simulations

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

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

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

Employee Recognition: Best Practices

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 organization may be the way to attain better results and a more satisfied, stable workforce. This episode of CallTalk(TM) will give you the ideas you need to address this important issue. Christopher Tomsa is a seasoned contact center...

Duration: 00:41:24

Culture and Agent Compliance: Rules vs. Trust

Your own kids, the team you coach, the scouts you lead, and the people you manage at work. How much do you reel them in by rules, and how much do you let them run on trust? It’s often a struggle to figure out how to get the balance right, and many managers have been hurt by situations in which they have trusted people too much, or have been humbled by situations in which they have erroneously relied too heavily on rules. Our guest, Marge Robba, has more than 30 plus years of experience in...

Duration: 00:35:15

Accountability in Your Contact Center: Tips on Making it Real

We talk with Debbie Frazier on what accountability in a call center means and how to ensure it is alive and well! Debbie Frazier is a Senior Consultant with Benchmark Portal. She has over 3 decades of experience in customer service managing captive agents and most recently a vendor relations manager for outsourced contact center operations both in the US and outside of the US. Her previous responsibilities included recruiting, hiring, quality assurance, workforce management, customer...

Duration: 00:33:01

Agent Turnover and Retention: Stay Interviews to Drive Employee Engagement

Agent turnover is one of the costliest issues for Contact Centers and when the agent is heading out the door, it's usually too late to save the agent or the day. Our guest, Chris Mulligan, from Talent Keepers, will be talking about Stay Interview and in particular, a 4 step methodology that based on years of research, improve results in employee engagement. Chris has over 25 years of experience in the human resources industry, the majority of which has been in the employee engagement,...

Duration: 00:32:51

Intentional Coaching: Everybody wins when you give Agents what they want.

"Intentional Coaching is an innovative coaching approach in which supervisors are out on the floor with their agents, reinforcing what’s right and helping them go beyond fast, efficient transaction handling, to creating a positive customer experience. Intentional Coaching reduces escalated calls by 50%, improves handle times, first call resolution, customer satisfaction, as well as agent engagement. Join Bruce and Barbara as they discuss what happens when supervisors use this common sense...

Duration: 00:32:56

Multi Channels at the Contact Center - Jul 17,2013

"Call" centers are now "Contact" centers, with multiple channels a client can connect with you and your business. Special guest, David Raia, will be joining us as we examine this new world and discuss the following: Identifying and selecting Key Performance Indicators for multiple channels Tracking Multichannel Metrics - Tools and Tricks Efficiency (Cost) and Effectiveness (Quality) Balanced Scorecard Groupings in a multichannel Center Calculating Multichannel Occupancy and Utilization to...

Duration: 00:35:16

Adding Sales to Your Customer Service Culture - Jun 12,2013

Transitioning your call center from a typical ?customer service? environment to a ?sales? environment can be a challenging, however, in today's competitive environment, it is critical to have everyone in your organization focused on upselling or cross selling products/services. My topic of adding sales to your customer service culture will provide you with strategies for making this transition and ensuring your call center is a revenue generator for your company. These strategies allowed...

Duration: 00:33:44

LEMMING OR LEADER…You Decide! - Apr 17,2013

With Special Guest, Steve Riddell, from Stop being a ?Lemming? and learn how to achieve extraordinary results in record time. Contact Centers pretty much operate the same way and most call center managers are guilty of taking a ?lemming? approach to management, process and growth. Lemmings plod along doing the same things in the same way, following the same path others follow. If you have been around this industry for any length of time, there's really not that much that comes...

Duration: 00:42:42

Benchmarking - Multichannel Survey from BenchmarkPortal - Mar 13,2013

Call Centers continue to be the prime point of contact for customers. However, over the past several years IVR's, Websites, Social Media, etc have changed the way customers interact with your business. BenchmarkPortal is introducing a multichannel benchmark survey designed to capture valuable performance data for these various contact channels. We will unveil the survey and provide insights on key performance metrics that should be captured and monitored for these multiple channels....

Duration: 00:27:10

Employee Training… Getting the most bang for your buck? - Jan 23,2013

Organizations that make large investments in people typically have lower employee turnover, which is linked to higher customer satisfaction and profitability. Companies are investing thousands of dollars per employee in training. Are those investments paying off? Susan McDonald Osborn, Call Center Learning Strategist, will present common flaws in training programs and provide practical strategies for ensuring that training dollars translate to performance on the call center floor Susan...

Duration: 00:41:12

Call Center Campus 2012 - Best Practices Roundup - Dec 19,2012

Contact center managers from around the world, shared their best practices with us, in a brainstorming session at Call Center Campus, and now we want to share them with you! Bruce Belfiore and Dee Buell will discuss some of their favorites and discuss why and how they can make a big difference in your contact center.Taking a deeper dive into contact center operations, special guests Russ Rossi - Corporate Vice President for Customer Experience and Strategic Planning at NYLife AARP and...

Duration: 00:38:57

Training - How it Sets the Atmosphere in a Contact Center - Sep 19,2012

Customer Service Representatives are always thirsting for more and more knowledge, whether it's regarding the markets they serve or the health benefits available to our service members. Health Net focuses on empathy with their military community. This has helped Health Net create a very unique culture where everyone feels a purpose or mission to serve those who serve our country. Guest: Fidel Ligsay is the Vice President of Call Center Operations for Health Net Federal Services, based out...

Duration: 00:31:59

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