October 9, 2012
BenchmarkPortal will air a new online radio show on CallTalk, discussing transitioning customer service teams for success with Generation Y. Your company can have a more engaged workforce, decrease your attrition, increased customer satisfaction and experience some profound financial impacts to the organization by placing a much stronger focus on redefining what development and growth means for Generation Y. Kevin will discuss four critical pillars to consider to keep their attention and engagement.
The host for this show is Bruce Belfiore, CEO at BenchmarkPortal. Bruce hosts the monthly online radio show "CallTalk", which discusses hot-button issues with industry experts and interacts with a large audience of call center managers. Bruce is also Chancellor of the College of Call Center Excellence, which provides certificated courses to call center professionals. He has also taught the course "Call Center Management" at Purdue University. He is the author of the book Benchmarking At Its Best for Contact Centers, a manual for best practices benchmarking, and has written numerous research papers and best practices studies focused on contact center topics. He is a consultant to call centers in a wide variety of industries seeking to improve their results, and is noted for helping to calculate the financial impact of proposed changes.
The guest speaker is Kevin Childs, Senior Partner with OneSource Consulting. Mr. Childs co-authored the book Interpreting the Voice of the Customer, with Dr. Jon Anton, of Purdue University. With career experience built on human capital/staffing and on-demand/Software-as-a-Service (SaaS) and workforce optimization industries, he has held numerous executive leadership positions that have influenced the Contact Center, Customer Service and Help Desk Industry.
The free online radio show will air Wednesday, October 17th, 2012, at 10 a.m. PT/1 p.m. ET. Click here to listen to CallTalk, (http://www.benchmarkportal.com/call-center-newsresources/calltalk-online-radio-show.)