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.
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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


Contact Center WorkLife Balance

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...


What's the Road to Customer Loyalty?

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...


Agent Engagement & Empowerment

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...


How to Lead Customer Contact Center Professionals Through Change

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...


Overcome Three Critical Training Challenges that Hamper Excellent Service

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...


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...


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...


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;...


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...


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...


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...


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...


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...


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...


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,...


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...


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...


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...


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...


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....


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