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Today’s contact centers are struggling with increased call capacity issues. Could you leverage artificial intelligence to make your calls smarter? Listen to this month’s 30-minute episode of CallTalk to get tips and insights on how to properly assess AI for your center’s needs, keep the call flows going, and make you a hero to your CFO by reducing costs. Perfect for novice as well as veteran contact center staffers, the episode includes definitions of AI and examples of implementations.

CallTalk is a monthly internet radio program for the customer service industry featuring the most innovative managers and thought leaders in the customer contact field, interviewed by BenchmarkPortal CEO, Bruce Belfiore. Broadcast monthly, directly over the Internet to your desktop, CallTalk covers hot topics that impact today’s call center. CallTalk airs without the participation of vendors so that topics will be free from their influence and guided by the needs of its listeners.

Bruce is a frequent speaker at industry events in the United States and abroad. Bruce is Chancellor of the College of Call Center Excellence, which provides certificated courses to call center professionals, and has taught the course “Call Center Management” at Purdue University. He is the author of the book Benchmarking At Its Best for Contact Centers 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. Bruce holds Bachelors, JD and MBA degrees from Harvard University.

After listening, go in-depth into thinQ’s cloud communications solutions to put machine learning to work in your contact center. thinQ’s Co-Founder, Michael Tindall, shows us how it all works in this short video.