CallTalk™ Radio

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!

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.

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.

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 BenchmarkPortal's 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!

Creating a quality monitoring program that is valued by the business requires you to have a well-developed strategy that is aligned with your organization's business objectives. But you can't 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.

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 BenchmarkPortal's new Workforce Optimization study. We will be giving away 5 of Bill Durr's new book “Analytical Workforce Optimization Demystified” to 5 lucky listeners. Listen Live and be ready to email, for your chance to win!

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!

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.

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.

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.