155 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

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

    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 coming to a place where you can immediately know, like, and trust

    those around you.

    Where you can be safe in an environment where others want to support you.


    This is Credibility Nation.


                All those in Credibility Nation live by the following pledge:


               "I pledge to live credibly every day without hate in my life. I strive to be a good human and make this a better planet for myself, my family, and for other people’s families             in this generation and the next."

    A big part of credibility is clarity.
    How do you answer the question when someone asks, “What do you do?”

    Does it take you five or ten minutes to answer?


    In a world where we're inundated with content, somebody who takes ten or twenty minutes to answer

    this simple question may not be considered someone who is likeable or trustworthy.


    If this is you, you need CredClarity.

    Video Link: Why You Matter as a ​C​ustomer ​S​ervice ​P​rofessional https://youtu.be/CBOALI_98uc

    • 34 min
    How to Guarantee an Amazing Customer Experience

    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 topic for you, Jeff Toister, author of The Guaranteed Customer Experience. 

     

    Guest Jeff Toister:

    Jeff Toister is an author, consultant, and trainer who helps companies develop customer-focused cultures.

    He's written four books including The Guaranteed Customer Experience. Thousands of customer service professionals around the world subscribe to Jeff's Customer Service Tip of the Week email. More than 500,000 people on six continents have taken one of his video-based training courses on LinkedIn Learning.

    Jeff has been recognized as a top influencer by many organizations:
    Top 30 customer service professional in the world (Global Gurus)Top customer experience influencer (Unymira and Panviva)Top contact center influencer (ICMI and ProcedureFlow)

    • 34 min
    Management Challenges in an At-Home Work Environment

    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. Specializing in the design, implementation and marketing of products and services, Bob has designed more than 150 outbound telemarketing, inbound customer service and order processing operations and interactive information systems. In 2007 Bob and Mobius launched CustomerCount℠, a cloud-based survey solution providing intuitive real-time reporting, designed for the contacy center industry. Mr. Kobek is a member of the American Resort Development Association and sits on numerous committees. He is a board member of PACE and serves as the chair of the Government Affairs committee. He attended Holy Cross College at Notre Dame, Indiana and Indiana University.

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

    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 lead generation, but only if executed correctly. There are ways to maximize the success of SMS marketing. A few tips Todd will discuss in order to maximize SMS marketing and generate, nurture and convert leads are adjusting your strategy to:

    1.    Meet Customers where they are

    2.    Determine optimal timing for outreach

    3.    Avoid cold-texting; Opt for organic list creation

    4.    Give your customers an offer they can’t deny

    • 31 min
    Service Level Solutions: Stories of Success with Targeted Process Improvement

    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 Sigma Master Black Belt, and a LEAN Master, with over 18 years of experience. Throughout his career, he has consistently executed process improvement projects within the hospitality, financial, and manufacturing sectors including call center environments as well. He believes that business and process improvement practitioners should not only look for innovative solutions to help improve processes but also teach the business how to utilize the tools and techniques so that will enable them to become successful. In his previous roles he was the Director of Business Improvement and Quality for Wyndham Destinations, and a Master Black Belt at Johnson & Johnson and Bank of America.

    • 31 min
    Key Takeaways on Hiring Insights in 2021

    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 refreshing perspective on the issues that affect us all.


     

    …And that’s why we wanted to talk more about Key Takeaways on Hiring Insights in 2021, and we have brought in an expert on the topic for you, Christine Cunneen, CEO of Hire Image.  Welcome to the show Christine.

    • 30 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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