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

Eine durchschnittliche Folge dieses Podcasts dauert 36m. Bisher sind 133 Folge(n) erschienen. .

Gesamtlänge aller Episoden: 3 days 19 hours 15 minutes


episode 4: Conversational Virtual Agents: Advantages and Caveats

A talk about conversational virtual agents for customer service, their AI approach, the training they need, the channels they cover, the integrations necessary


 2019-04-10  33m

episode 3: Customer Care in a “Transhuman Era”

Technology is impacting every aspect of our lives from home shopping, home deliveries, video streaming, voice activated home hubs, to kids paying to watch thei


 2019-03-20  33m

episode 2: Drama, The Poison of Customer Service

In this episode, we will learn how to identify different types of drama and discuss things you can do right now to overcome the negativity associated with drama


 2019-02-06  36m

episode 1: Changing the way collection agencies are viewed by being Ridiculously Nice!

Has the collections industry taken a few black eyes through the years?  Yet, your specific company was not at fault?  Does your company get “stereotyped” unfai


 2019-01-23  33m

episode 16: Turning Your Contact Center into a Profit Center by Leveraging Chat

Contact Centers are under increasing pressure to become profit centers and leverage new channels of engaging customers.


 2018-12-21  42m

episode 15: Workforce Management: New Insights From a Seasoned Veteran

Workforce Management is both science and art. Hear the voice of experience as Rick Lee, Workforce Manager for Convergys, is interviewed by host Bruce Belfiore


 2018-11-20  37m

episode 14: Highlights from Call Center Campus

Highlights from Call Center Campus - Everything You Need To Know


 2018-10-31  42m

episode 13: Digital Workforce, Keeping Automation Real

Nowadays you hear a lot of companies who are doing ‘something’ with Automation (RPA) or Artificial Intelligence (AI), however what is the real story behind it,


 2018-09-12  34m

episode 12: The power of an effective feedback loop

Information feedback is the lifeblood of continuous improvement for contact centers. However, most centers don't employ a structured approach to originating, pr


 2018-08-08  38m

episode 11: Fair Trade Outsourcing: Sustainable, Ethical and Profitable

Fair Trade Outsourcing: Sustainable, Ethic​Call centers are notoriously toxic workplaces no matter where they are located. No wonder employee attrition rate is


 2018-07-18  40m