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
From Insight to Impact: Unlocking Value Force Multipliers in CX
Bruce Belfiore is joined by CX expert Justin Robbins to unlock the power of Value Force Multipliers, driving tangible improvements in customer satisfaction and the bottom line through actionable insights and measurable impact.
4 Sept 2024
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, mentorship, and shared experiences in driving success and creating lasting impact.
Guest Valerie McSorley
Valerie is a seasoned professional with over 25 years of experience, excelling in sales, marketing, and customer success. She consistently drives strategic partnerships that facilitate client acquisition and growth.
Leveraging her extensive network and relationships in the contact center, customer service, and customer experience sectors, Valerie delivers innovative solutions that
enhance client performance and satisfaction. Her passion for building brands from the ground up is evident in her achievements, such as founding Contact Center Nation. This
national series provided educational programming and high-level networking opportunities
for contact center professionals. In 2016, she launched a multi-city tour, hosting events
across the country that featured industry experts, best practices, and thought leadership.
26 Jun 2024
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 utilized across industries to exponentially scale role-playing, and enable true scenario-based training where you can practice active listening, communication, and multi-tasking skills simultaneously.
David Lawson, Co-Founder & CEO of Call Simulator, will discuss how immersive conversation simulations can be created, distributed, and analyzed by call centers of any size. He will share the success his company’s clients have had in industries as diverse as emergency dispatch centers to Fortune 500 insurance companies. David will also discuss the proven ROI of simulation training, and why it is integral to a call center's quality management.
Guest: David Lawson, Co-Founder & CEO - Call Simulator, Inc.
David has been an entrepreneur focused on technology, data insights, and training for decades. He is the author of Big Good: Philanthropy in the Age of Big Data and Cognitive Computing. He designed one of the first AI for Good applications using IBM Watson, and most recently co-founded Call Simulator, a company that provides Conversation Training as a Service to call centers. Call Simulator uses a combination of conversational and generative AI to enable their clients to quickly create immersive training experiences, and deliver them anywhere at any time.
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Apple Podcasts (US)
4.9 / 5
7 ratings
Spotify
5.0 / 5
1 ratings
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