CallTalk | Blog Talk Radio Feed
By BenchmarkPortal
To listen to an audio podcast, mouse over the title and click Play. Open iTunes to download and subscribe to podcasts.
Podcast Description
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
| Name | Description | Released | Price | ||
|---|---|---|---|---|---|
|
1 |
Live in Vegas - Call Center Campus: 20 ideas in 20 minutes - Jan 18,2012 | Join host Bruce Belfiore and senior contact center experts as they discuss caller satisfaction, agent satisfaction and best practices. We gathered many top managers and executives in the contact center industry during our October event, including Matt Conant of PLATO Learning - "Small changes can and did make a big difference to caller satisfaction, but sometimes the changes you need to makerequire some careful listening" Hear how they turned their center around, and Chuck Sartiano of Blue Cross Blue Shield Florida - "Facing up to the facts and acting on them created a 500% increase in Agent satisfaction" - How benchmarking, embracing weak points, and finding solutions on a collaborative basis united their center and boosted both morale and performance metrics. During the"20 Ideas in 20 minutes" segment you can listen to this rapid-fire series of best practices from contact center managers of leading centers, such as New York Life AARP and Citizens Energy Group. Each "pearl" is the fruit of actual positive, proven experiences. You will certainly come away with some actionable projects you can implement immediately. Many of the tips focus on making your employees into a team of high achievers. | 1/18/12 | Free | View In iTunes |
|
2 |
CallTalk - A BenchmarkPortal Christmas Special - Dec 14,2011 | We call up to one of the busiest Contact Centers in the world at time of year - Santas Workshop. From WFM to FCR, we ask them to share their Best Practices with us. This entertaining but informative show is a compilation of call center best practices from the diverse team of Contact Center Experts here at BenchmarkPortal. | 12/14/11 | Free | View In iTunes |
|
3 |
VUI and the Latino Caller - Nov 16,2011 | Voice User Interface Specialist, Sondra Ahlen, joins us to talk about the continuously emerging caller base of Latino speaking clients. | 11/16/11 | Free | View In iTunes |
|
4 |
Employee Incentives: Two Magic Words that equal success! - Sep 14,2011 | Two words reveal the secret of successful employee incentive programs: feedback and reinforcement. These are two of the four core tenets driving behaviors that affect KPI’s. Join Special Guest Bob Cowen from Snowfly on CallTalk to learn the best ways to utilize them to promote success behaviors in your center. | 9/14/11 | Free | View In iTunes |
|
5 |
IVR: Paving a smooth road between IVR and Agent. - Aug 24,2011 | IVRs are designed to route a caller to the correct agent - but not at the cost of frustrating the caller with long menus or repetitive questions. Susan Hura, from Speach Usability, shares her insight on how to bring the IVR and agent together, creating a smooth road for the caller to travel. | 8/24/11 | Free | View In iTunes |
|
6 |
Home Agent: A fresh look at the at-home agent concept. - Jul 13,2011 | Would you like to add diversity, flexibility and experience to your workforce through at-home agents? After managing a call center for one of the largest insurance companies in the world, Dee Buell shares her thoughts on how at-home agents can become successful in almost any industry. | 7/13/11 | Free | View In iTunes |
|
7 |
Customer Satisfaction: Acting on the Voice of the Customer, - Jun 15,2011 | Customer feedback is a powerful tool to improve service levels, eliminate inefficiencies, and create more loyal customers--but like any tool, it needs to be used properly to be effective. Hear Peter Leppik, industry expert, author and founder and CEO of Vocalabs, talk about proven, scientific strategies for making customer feedback work for you. | 6/15/11 | Free | View In iTunes |
|
8 |
Time Management: Getting More (done) with Less (stress). Time Management Tips Yo - May 18,2011 | Paul Burton, author of Focus Pocus - 24 Tricks for Regaining Command of Your Day talks with host Bruce Belfiore about practical ways to get more control of your day, your work and your career. His ideas can be put to use by all call center managers to add minutes to your day...and possibly years to your life! | 5/18/11 | Free | View In iTunes |
|
9 |
IVR - Call Flow and Design - Apr 13,2011 | The IVR is a customers first contact with your business when calling in, so it is extremely important for it to start off well. Industry Expert Jay Minnucci joins us to talk about proper flow and design. | 4/13/11 | Free | View In iTunes |
|
10 |
Quality Assurance Part 2: Forms and Beyond - Coaching to Excellence. - Mar 16,2011 | Bruce Belfiore talks again with Lisa Courteau about tested techniques that you can use in your Quality Assurance program to make your supervisors "agent advocates" and motivate your agents to embrace behavioral changes. Join us for a lively and illuminating discussion of practical best practices in this important area of call center management. | 3/16/11 | Free | View In iTunes |
|
11 |
Workforce Optimization: Analytics Demystified – Customer Focus (Session 2 of 2) - Feb 16,2011 | Bill Durr, an industry veteran of 25 years, joins us again for session two on our focused look into Analytical WFO. We will talk about the exciting new analytical applications being employed by enterprises and contact centers today. We will address how the changing customer demographics are forcing companies to focus on speech and text analytics, and why Customer Feedback management is equally crucial to surviving these hyper-competitive times. The episode will include interesting results from BenchmarkPortals new Workforce Optimization study. We will be giving away 5 of Bill Durrs new book “Analytical Workforce Optimization Demystified” to 5 lucky listeners. Listen Live and be ready to email, for your chance to win! | 2/16/11 | Free | View In iTunes |
|
12 |
Quality Assurance: Call Monitoring Your Agents Will Love - Feb 02,2011 | Creating a quality monitoring program that is valued by the business requires you to have a well-developed strategy that is aligned with your organizations business objectives. But you cant stop there - it is just as important to create a culture in which agents value and look forward to having their calls evaluated. Lisa Courteau joins us to share her insights. | 2/2/11 | Free | View In iTunes |
|
13 |
Workforce Optimization: Analytics Demystified – Employee Focus (Session 1 of 2) - Jan 19,2011 | Bill Durr, an industry veteran of 25 years, joins us to help define Analytical WFO and discusses how certain advanced applications are used to identify and resolve skill and knowledge gaps in the workforce. We will also be covering traditional topics such as service level goals, schedule adherence and how many QM assessments are enough. The episode will include interesting results from BenchmarkPortals new Workforce Optimization study. We will be giving away 5 of Bill Durrs new book “Analytical Workforce Optimization Demystified” to 5 lucky listeners. Listen Live and be ready to email, for your chance to win! | 1/19/11 | Free | View In iTunes |
|
14 |
Work Force Management: How to understand and embrace advanced workforce management. - Jan 12,2011 | Workforce management is a white-hot topic for 2011. WFM expert Adam Cincoski joins us to talk about how to understand and embrace advanced workforce management as a key component of your success. Adam teaches the Workforce Management course for the College of Call Center Excellence and is one of the most knowledgeable people on the planet...really! So join us for this special WFM edition of CallTalk! | 1/12/11 | Free | View In iTunes |
|
15 |
Employee Morale: Ideas and Insights to Create an Outrageously Cool Culture - Jan 05,2011 | Becoming a great leader and inspiring others...in the turn and burn contact industry...is possible, and becoming a requirement. Kirk Weisler shares his techniques and ideas on employee involvement, engagement, and commitment. | 1/5/11 | Free | View In iTunes |
|
16 |
Site Selection: What does the research show are the key success factors? - Dec 08,2010 | Bruce Belfiore will interviews Kristin Beatty, site analytics specialist with CB Richard Ellis, on the key points to consider when selecting a contact center location. The session reveal's the latest research on site selection and the labor analytics which every manager should know before deciding on setting up at a new address. | 12/8/10 | Free | View In iTunes |
|
17 |
Hold Time and Transfers: the balancing act you can win! - Nov 10,2010 | When agents don't have the answers...some centers have them put the caller on hold so they can get the answer, while other centers have them escalate the call to a senior person via transfer. Traditionally centers with lower hold times have higher transfer rates, and vice-versa. Don't be satisfied with this old see-saw! By drilling down into call flows, agent training and knowledge management, centers can optimize results - reducing handle time, minimizing costs and maximizing caller satisfaction and enterprise value. Listen in to this very practical episode of CallTalk for ideas you can implement immediately. Dayne Petersen from Call Center Solutions shares her perspective with host Bruce Belfiore. | 11/10/10 | Free | View In iTunes |
|
18 |
Customer and Agent Loyalty: 5 Questions you need to ask yourself before you leave work tonight. - Oct 27,2010 | Chat, Email, SEO and IVR's...In the age of increasingly less humanized contact, we face a risk of forgetting how important the people behind the magic curtain really are, customers and employees included. After 25 years as the Customer Experience Executive in five major US Corporations, Jeanne Bliss will join us, to make sure we "earn the rave" no mater what the "flave" of contact. | 10/27/10 | Free | View In iTunes |
|
19 |
Outbound Calls: Challenges and solutions for both blended and dedicated centers. - Oct 13,2010 | "Hear author and industry expert Alex Demczak share his ideas and answer your questions on best practices in outbound calling. He will draw from three decades of experience and his book Optimizing Outbound Calls, written with Dr. Jon Anton. Whether outbound calls are a fraction of your activity or most of it, this session will provide you with ideas you can use." | 10/13/10 | Free | View In iTunes |
|
20 |
Emplyee Incentives: "Stop botching your incentive plans: Get the science behind the results" - Sep 29,2010 | Call Center Information: "Learn from a true expert in call center incentive plans. Dr. Brooks Mitchell will step you through the ways to optimize the bang you get for your incentive bucks - - how to avoid common mistakes, or how to design a plan if you don't have one yet. " | 9/29/10 | Free | View In iTunes |
|
21 |
Outsourcing: Which communications should you consider trusting to a partner? - Sep 15,2010 | This is episode twenty-nine (29) of season one (1) for CallTalk.tv | 9/15/10 | Free | View In iTunes |
|
22 |
Call Center Training - Sep 01,2010 | This is episode twenty-eight (28) of season one (1) for CallTalk.tv | 9/1/10 | Free | View In iTunes |
|
23 |
At Home Agent - Aug 18,2010 | This is episode twenty-seven (27) of seasoon one (1) for CallTalk.tv | 8/18/10 | Free | View In iTunes |
|
24 |
Workforce Management - Aug 04,2010 | This is episode twenty-six (26) of seasoon one (1) for CallTalk.tv | 8/4/10 | Free | View In iTunes |
|
25 |
Aux time: what should it be used for? - Jul 21,2010 | This is episode twenty-five (25) of seasoon one (1) for CallTalk.tv | 7/21/10 | Free | View In iTunes |
|
26 |
Team Meetings- Why Your Call Center Needs Them & How Your Employees Will Benefit - Jul 14,2010 | This is episode twenty-four (24) of season one (1) for CallTalk.tv | 7/14/10 | Free | View In iTunes |
|
27 |
Taking a fresh look at your Center: Big and small changes that can make a difference - Jun 30,2010 | This is episode twenty-three (23) of season one (1) for CallTalk.tv | 6/30/10 | Free | View In iTunes |
|
28 |
Compensation strategies for agents and supervisors - Jun 16,2010 | This is episode twenty-two (22) of seasoon one (1) for CallTalk.tv | 6/16/10 | Free | View In iTunes |
|
29 |
Social media and the call center: Where are we headed? - May 26,2010 | This is episode twenty-one (21) of seasoon one (1) for CallTalk.tv | 5/26/10 | Free | View In iTunes |
|
30 |
Adherence: the problems, the policies, the best practices - May 19,2010 | This is episode twenty (20) of season one (1) for CallTalk.tv | 5/19/10 | Free | View In iTunes |
|
31 |
Agent burnout: what's a manager to do? Tips and tales. - Apr 28,2010 | This is episode nineteen (19) of seasoon one (1) for CallTalk.tv | 4/28/10 | Free | View In iTunes |
|
32 |
test show - Apr 28,2010 | this is a skype test | 4/28/10 | Free | View In iTunes |
|
33 |
Complaints: How 3% of your calls take 30% of your timeComplaints: How 3% of calls can take 30% of yo - Apr 14,2010 | This is episode eighteen (18) of seasoon one (1) for CallTalk.tv | 4/14/10 | Free | View In iTunes |
|
34 |
Agent Satisfaction: How to measure it and how to manage it - Mar 31,2010 | This is episode seventeen (17) of seasoon one (1) for CallTalk.tv | 3/31/10 | Free | View In iTunes |
|
35 |
First call resolution revisited - Mar 17,2010 | This is episode fifteen (16) of season one (1) for CallTalk.tv | 3/17/10 | Free | View In iTunes |
|
36 |
Developing agents who are more customer-centric - Mar 03,2010 | This is episode fifteen (15) of season one (1) for CallTalk.tv | 3/3/10 | Free | View In iTunes |
|
37 |
Benchmarking made easy: How your metrics can be leveraged for optimum results - Feb 17,2010 | This is episode fourteen (14) of season one (1) for CallTalk.tv | 2/17/10 | Free | View In iTunes |
|
38 |
Compensation strategies for agents and supervisors - Feb 03,2010 | This is episode thirteen (13) of season one (1) for CallTalk.tv | 2/3/10 | Free | View In iTunes |
|
39 |
After Call Work Time: How to minimize and still have great customer records - Jan 20,2010 | This is episode twelve (12) of season one (1) for CallTalk.tv | 1/20/10 | Free | View In iTunes |
|
40 |
Reducing Abandon Rate: Where to start, what to do. - Jan 06,2010 | This is episode eleven (11) of season one (1) for CallTalk.tv | 1/6/10 | Free | View In iTunes |
|
41 |
Dashboards: What are best practices - Dec 09,2009 | This is episode ten (10) of season one (1) for CallTalk.tv | 12/9/09 | Free | View In iTunes |
|
42 |
Unlocking the mysteries of e-mail metrics: what are best practices standards - Nov 11,2009 | This is episode nine (9) of season one (1) for CallTalk.tv | 11/11/09 | Free | View In iTunes |
|
43 |
Service Level: Does the old 80/20 (80% of calls handled in 20 seconds) still apply to everyone? - Oct 28,2009 | This is episode eight (8) of season one (1) for CallTalk.tv | 10/28/09 | Free | View In iTunes |
|
44 |
First Call Resolution: How important? How to measure? - Oct 14,2009 | This is episode seven (7) of season one (1) for CallTalk.tv | 10/14/09 | Free | View In iTunes |
|
45 |
Optimizing customer satisfaction measurement - Sep 30,2009 | This is episode six (6) of season one (1). | 9/30/09 | Free | View In iTunes |
|
46 |
Tips on How to Motivate/Manage your supervisors and agents - Sep 16,2009 | CallTalk episode five (5) of season one (1). | 9/16/09 | Free | View In iTunes |
|
47 |
At-home Agents: the Pros, the Cons and the Advice - Sep 09,2009 | We apologize for the inconvenience, but our server went down and we need to postpone the show until September 9, 2009 at 10:00 AM PT | 9/9/09 | Free | View In iTunes |
|
48 |
The Customer's Criteria for Quality - Aug 19,2009 | This is episode three (3) of season one (1). The next topic will be announced based on the highest votes. | 8/19/09 | Free | View In iTunes |
|
49 |
Beyond Benchmarking - Aug 05,2009 | This is episode two (2) of season one (1). The next topic will be announced based on the highest votes. | 8/5/09 | Free | View In iTunes |
|
50 |
How current economic conditions are effecting Call Center - Jul 22,2009 | This is the first show for the CallTalk seanson 1. | 7/22/09 | Free | View In iTunes |
| Total: 50 Episodes |
- Free
- Category: Business News
- Language: English
- © 2008 BlogTalkRadio.com. All Rights Reserved.
