CallTalk™ Radio Podcast
1) Contact Center WorkLife Balance
Let's face it, finding the right work-life balance in a contact center isn't easy. It takes guts to make changes in your center that allow agents to balance their personal life with the company's need...Show More
2) From Insight to Impact: Unlocking Value Force Multipliers in CX
Customer journey mapping isn’t just an exercise in theory—it’s the foundation for driving measurable business results. In this episode of CallTalk, Bruce Belfiore is joined by CX expert Justin Robbins...Show More
3) Women in Contact Center Leadership – The Power of Community
This podcast will focus on how building and nurturing a strong community can empower women in leadership roles. The discussion will highlight the importance of collaboration, support networks, mentors...Show More
4) Practice on AI, not Humans: How AI-Powered Simulation Training Empowers Your Human Agents to Succeed
The ability of AI to empower, not replace, humans is often lost in the sensational stories about AI’s impact on call centers. In this podcast we explore how conversational and generative AI are being ...Show More
5) How to Turn Rookie Contact Center Hires into All-Stars
Many contact center leaders struggle to get new hires up to speed, and AI will continue forcing human agents to tackle increasingly difficult sales and support scenarios. Adam Levin joins us today to ...Show More
6) Getting Really Good at WFH and Hybrid Work | Guest: Michele Rowan
Remote and hybrid work are not new to contact centers, but getting really good at it on scale and for the long haul, is quite new. How are organizations retaining best talent once hired, and how are ...Show More
7) Replacing Surveys with Sentiment Arc: What I learned from analyzing 29,000 calls
Customer service surveys are no longer effective. Response rates are low, customers are tired of endless requests, and it’s becoming more difficult to get actionable data. A new technique call...Show More
Replacing Surveys with Sentiment Arc: What I learned from analyzing 29,000 calls
31:00 | Mar 6th, 2024
8) Getting the Most out of AI & Automation for Quality Assurance in Contact Centers
Chad Tatton brings tremendous experience in using quality assurance to improve customer satisfaction, efficiency, effectiveness, time to proficiency, and sales in the contact center. During this conve...Show More
Getting the Most out of AI & Automation for Quality Assurance in Contact Centers
27:00 | Jan 24th, 2024
9) Generative AI Best Practices for your Contact Center Transformation
Summary: This episode of CallTalk will focus on explaining the different types of Generative AI, as well as best practices to follow in selecting an LLM (Large Language Model). The discussion will he...Show More
10) Everything You Want to Know About AI and Contact Centers, But Were Afraid to Ask
Artificial Intelligence (AI) and Chat GPT are invading the minds of contact center managers around the world. But what will they mean for you and your operation? Join Bruce Belfiore and AI futurist M...Show More
Everything You Want to Know About AI and Contact Centers, But Were Afraid to Ask
34:00 | Apr 12th, 2023