139 episodes

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@benchmarkportal.com

CallTalk™ Radio BenchmarkPortal

    • Business
    • 4.9, 7 Ratings

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@benchmarkportal.com

    Contact Center Technology: Embrace It – Leverage It – Promote It!

    Contact Center Technology: Embrace It – Leverage It – Promote It!

    Are you implementing new contact center technology?  Join us as we discuss tips and benefits on how to embrace the technology to transform the customer, employee and business experience by leveraging it within and beyond your department while promoting the benefits, results and successes throughout your organization.

    • 39 min
    How A.I. is Transforming Contact Centers & Saving You Money

    How A.I. is Transforming Contact Centers & Saving You Money

    Are you struggling with scaling cll capacity in this time of pandemic? Could you leverage artificial intelligence to make your calls smarter? This episode of CallTalk will provide tips and insights on how to properly assess AI for your center's needs, keep the call flows going, and make you a hero to your CFO by reducing costs. This will include definitions of AI and examples of implementations.

     

    Guest: Tim McLain

    A passionate technologist at heart with more than 25 years of marketing experience, Tim loves using technology to help businesses solve problems and grow their bottom line. Tim is happiest brainstorming new approaches to marketing and communications to help thinQ’s partners better understand, trust, and embrace our cloud communications solutions. As a lifelong learner, Tim has helped bring four Internet startups to life since 1993, spent several years as a newspaper reporter and TV news producer, and boasts long marketing management stints at ProQuest and Netsertive (a top Google Premier Partner).

    • 33 min
    Busting the Barriers to Success: 
Your Center and Back Office Functions

    Busting the Barriers to Success: 
Your Center and Back Office Functions

    Agents complain they can’t find customer data because the software is out of date. Managers take too much time to finish weekly reports. BI software is out of date and not capturing the right analytics. If these things sound familiar, you will want to join our discussion on the next CallTalk podcast. Our guest Nancy Munro, CEO of Verbal Transactions will speak about the importance of aligning back office functionality to improve customer service and ensure you’re managing to the right metrics.

    Guest: Nancy Munro | Verbal Transactions

    Nancy Munro, CEO of Verbal Transactions, has over 28 years in helping organizations implement and deploy voice enablement solutions. Nancy has worked with organization’s like CVS, AT&T and Microsoft, helping them decipher how best to address performance challenges that align to their structural capabilities and revenue goals. Nancy pioneered voice-enabled technologies in the corporate space and was the first to launch an interactive audio role-playing simulator. Her current solutions leverage speech recognition and AI to provide a scalable and immersive learning application.

    Nancy speaks at various conferences such as the eLearning Guild, ASTD, and AA-ISP and was the Chair of the MIT Enterprise Forum of Chicago for three years.

    • 34 min
    MANAGING WITH COVID-19 | BenchmarkPortal's Virtual Town Hall

    MANAGING WITH COVID-19 | BenchmarkPortal's Virtual Town Hall

    Join us for a free, fact-filled session on what you can do to manage your center through the Coronavirus pandemic.
    Information you can really usePanelists representing large, medium and small contact centersFocus on new insights, not same old platitudes

     Forty-five minutes of meaty discussion and storytelling from managers who are on the front lines managing through this crisis right now.

     No sponsors, no vendors, no commercials. Just great information and tips on how to manage through this crisis and emerge better and stronger as the leader of a flexible and successful contact center operation. 

     Moderated by BenchmarkPortal’s Bruce Belfiore, who has taken a thought leadership position on the COVID-19 crisis:

    • 1 hr
    Let’s Clear the Smoke: Drug Testing, Background Screening, and COVID-19

    Let’s Clear the Smoke: Drug Testing, Background Screening, and COVID-19

    Join Christine Cunneen, CEO of Hire Image, a nationally accredited background screening company, as she shares helpful information about the latest drug testing and background screening trends facing call centers.  Learn what is happening with marijuana legislation across the country, the latest drug testing developments, and other state and local updates affecting the industry in 2020.

     

    Guest: Christine Cunneen | Hire Image

    As CEO of Hire Image LLC, Christine Cunneen sets the company’s vision and strategy while overseeing the operations, finance and business development functions nationwide. 

    Ms. Cunneen is a frequent guest speaker at business, human resource and background screening association events throughout the U.S., educating employers and other professionals about background screening topics, and is often quoted for her expertise in the news media. On a regular basis, she travels to Washington, DC to meet with legislators and is active in campaigns and advocacy pertaining to laws and regulations that impact the background screening profession, business owners and small business entrepreneurs.

     

    • 31 min
    SPECIAL CALLTALK: Coronavirus & Contact Center Management

    SPECIAL CALLTALK: Coronavirus & Contact Center Management

    Guest Dr. Charles Fenzi and our host, Bruce Belfiore, author of Coronavirus and your Call Center: Don’t Panic – Plan and Prepare, which focuses on how to show true management leadership in the face of this crisis. 

    This special episode of CallTalk™ is dedicated to providing you information and advice that will make you better able to display, and develop, your management skills in a time of Coronavirus. Learn ways to protect your most precious assets - - your colleagues - - while serving your callers and keeping the corporate mission in mind.

    • 34 min

Customer Reviews

4.9 out of 5
7 Ratings

7 Ratings

CrystaRobertson ,

Excellence in Call Centers

Thus show is great for call center leaders!!!

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