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CallTalk™ Radio


CallTalk is the first on-line radio show specifically about Call Centers. BenchmarkPortal brings this show to listeners with no vendor sponsorship so the content is completely neutral. If you have a topic you would like us to cover, send it to

CallTalk is the first on-line radio show specifically about Call Centers. BenchmarkPortal brings this show to listeners with no vendor sponsorship so the content is completely neutral. If you have a topic you would like us to cover, send it to


Santa Barbara, CA




CallTalk is the first on-line radio show specifically about Call Centers. BenchmarkPortal brings this show to listeners with no vendor sponsorship so the content is completely neutral. If you have a topic you would like us to cover, send it to




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


How Great Frontline Support Creates Great Agents - "How To" Tips

Join Bruce Belfiore as he interviews industry veteran Mark Brody about getting your center "unstuck" by supporting your front line agents - - and making them stars. Providing the right technology, training and leadership, combined with dedication to data-driven decision making will smooth the path to better performance. You will take away insights into CX, AX, VOC from an expert in contact center transformation." - - or something like that Guest: Mark Brody Mark Brody has worked for and with...


Mindfulness Experience: Moving from Toxic to Terrific...

This episode of CallTalk will have Keith Fiveson talk to Bruce Belfiore about boosting your customer experience and employee engagement using leadership techniques he has developed over a lifetime of experience. Use these techniques to empower greater resilience and create positive experiences using breathwork approaches based on science. CallTalk is a monthly internet radio program for the customer service industry featuring the most innovative managers and thought leaders in the customer...


Managing Work-At-Home Agents

Managing work-at-home agents has moved from pandemic emergency mode to representing a long-term challenge for most contact center managers. This episode of CallTalk will focus on tips and best practices that you can use immediately to improve performance. Bruce Belfiore interviews Marcia Presberry and Shannon Smith of National General for a half hour of valuable insights.


When YOU Need the Coaching Agents and Managers Need Coaches to Succeed

We have dedicated courses and CallTalk episodes on coaching for agents - an important topic indeed. However, contact center managers need coaching as well - - coaching that may go beyond the training curricula that are in the market. Tune in to this episode of CallTalk for some real insights on how you, as a manager, can benefit from coaching. Guest: Mitchell Levy | Author, Speaker, Global Credibility Expert Global Credibility Expert Mitchell Levy is a 2x TEDx speaker and international...


Managing Contact Centers Takes Credibility: Hear how to build it best

A place For Professionals Who Want to Be Seen as Credible The keys to success and happiness in the global village are credibility and relationships. Since technology has enabled us to connect with more people, how we live and do business can easily be seen. Thus, presenting ourselves as credibly as we can allows others to want to get to know, like, and trust us. Credibility Nation is The go-to community to learn/grow your credibility with the "right" people on a similar journey. Imagine...


How to Guarantee an Amazing Customer Experience

An experience guarantee goes beyond merely warrantying a product against defects. It encompasses the entire customer journey to promise an experience that never falls short of expectations. Customer loyalty skyrockets when people trust your brand, product, or service. That trust is earned not by the occasionally wow moment, but by being remarkably consistent. …And that’s why we wanted to talk more about how to guarantee an amazing customer experience, and we have brought in an expert on the...


Management Challenges in an At-Home Work Environment

The pandemic has intensified many of the challenges facing contact center managers. Join Bruce Belfiore as he interviews Bob Kobek of Mobius SVP for a lively episode of CallTalk centered on issues of worker recruitment and attrition and other remote management challenges in this new age of at-home workforces. Guest: Robert Kobek | CustomerCount Prior to forming Mobius Vendor Partners in October of 1999, Mr. Kobek spent more than 30 years in the direct marketing industry and government....


How Text Messages can help Generate, Nurture, and Convert Leads.

Customer service allows for limited face-to-face or physical interaction, making it challenging to provide genuine support and lead generation. Instead, people are focusing on virtual interactions to continue driving growth. On this episode, Bruce will talk with Todd Fisher, CEO and co-founder of CallTrackingMetrics about how companies can leverage text messages for customer service use and help generate leads, nurture and convert leads. Text message marketing holds massive potential for...


Service Level Solutions: Stories of Success with Targeted Process Improvement

Join us for a conversation with industry practitioner Patrick Ebrahimian on the processes that impact access and availability of contact center agents. He shares proven ways to improve service levels and the customer experience using creative lean methodologies. You will love his football-themed playbook that transformed his center's performance. Guest: Patrick Ebrahimian is the Director of Transformation at UnitedLex, driving transformation throughout the entire legal ecosystem. He is a Six...


Key Takeaways on Hiring Insights in 2021

We had a great conversation. With so much going on across all industries with regard to post-COVID operations, changing laws affecting marijuana and criminal justice reform, and employer lawsuits, Ms. Lipnic offered a refreshing perspective on the issues that affect us all.We had a great conversation. With so much going on across all industries with regard to post-COVID operations, changing laws affecting marijuana and criminal justice reform, and employer lawsuits, Ms. Lipnic offered a...


Leveraging Workforce Management Best Practices to Optimize Your Contact Center

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 efficiency and impacts the bottom line. In this session we plan to cover four major areas of workforce management. Shrinkage Management (or overhead agent costs)Agent Skill Set ManagementMaking Changes for the Sake of ChangeThe Need for...


The Surprising Value of Accurate Language Screening in Contact Centers

Operating a contact center efficiently and profitably is not an easy task due to balancing so many challenges—high employee turnover usually being at the top of that list. Not only is it expensive to hire, but it is also not cheap to train and onboard. The average contact center turnover rate is between 30-45%, which means they hire for the same seat every year or two. In contact centers with bilingual agents, yet another element of expense and complication is added—hiring based on language...


Silver Lining to the Covid-19 Cloud: Accommodations for Disabilities

Covid-19 has had a terrible impact on people and economies around the globe. But it has facilitated accomodation of at-home work for the disability community. Guest Kate Brouse of nonprofit NTI helps disabled Americans and veterans open employment doors. She outlines how today's environment has allowed NTI's services to disabled Americans to double. Discover how. you can leverage this willing and dedicated workforce in your business. Guest Bio: Kate Brouse is a disability advocate for...


Knowledge Management in the Contact Center

Knowledge management is foundational the effectiveness of the modern contact center. Metrics from cost per contact and handle time require agents to rapidly find the information they need, and customer satisfaction demands that agents have complete and accurate answers in every situation. Even agent satisfaction is impacted by how a center manages knowledge because their job becomes easier when information is readily accessible and intuitively organized. Guest: Burgoyne Hughes Burg has over...


How 2021 Looks for Contact Centers?

The contact center world has been pushed ahead 4 to 5 years in 1 year in terms of technology, because of COVID. The rate of adoption of existing tech just exploded. What’s next? What does 2021 bring? Guest: Steve Bederman | President and CEO | NobelBiz Steve Bederman is a published author, accomplished leader, and a highly regarded Contact Center industry innovator. With a phenomenal journey throughout his career, his expertise in corporate restructuring and strategic growth brought him the...


Digital CX in Consumer Utilities

Digital CX is meant to provide a more effortless customer experience across multiple engagement channels. As the channels customers can use to interact with us multiply, customers demand a personalized, consistently positive customer experience as they navigate their engagement. Companies subsequently have developed increasingly complex CX strategies, and these strategies need to empower the contact center agent with smart tools to support traditional voice, live chat and email channels...


CX + EX = Success

If you are measuring your customer experience and not measuring your employee experience you are missing a great opportunity to discover the gaps in critical issues like customer loyalty and employee loyalty. As the saying goes, if you don’t measure, you cant manage.


Emerging Best Practices for Recruiting and Training in the New Normal

Recruitment, Hiring and Training techniques during the Pandemic- the traditional models of in person recruitment and training are not feasible during COVID pandemic how can you successfully hire and train CSR in a street to seat manner


Pivoting from Office to Remote – Making it Work

…And that’s why we wanted to talk more about the shift to remote contact centers, and we have brought in an expert on the topic for you, Fabrice Martin, CPO at Clarabridge. Welcome to the show Fabrice. Guest: Fabrice Martin, CPO at Clarabridge Fabrice is responsible for the vision, roadmap and go-to-market strategy for the Clarabridge CX Suite of products. He brings more than two decades of experience launching new products and business applications focused on solving large, complex...


Customer Experience & Your Company’s Human Brand in 2020 | Guest: Craig Binkley

2020 has created an intense focus for companies to reconsider their relationship with customers and how they serve them. The vision and promise of good Customer Experience often talks about creating“wows” with customers at scale. Yet many of the tech stack tools and operating metrics that dominate the industry discussion can detract from the fundamental human interaction that drives those positive customer responses. And many companies have yet to create true Customer Experience capabilities...