Call Center Confidential: Recent Episodes
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Bringing new and fresh ideas to the call center industry, Call Center Confidential is a uniquely insightful exploration of agent customer-service training and management, chock full of the industry's most cutting-edge ideas and perspectives. Definitely not a rehash of the same old ideas- if you are serious and passionate about this subject- this is the podcast for you!
In this frank discussion episode, top industry trainer and thought leader Trey Briggs continues to expose the tech industry's deceptive marketing practices aimed directly at call center executives. Trey offers industry-leading solutions based on a unique level of knowledge and expertise. Check it out!
In this frank discussion episode, top industry trainer and thought leader Trey Briggs discusses an article by an AI strategist that exposes the tech industry's questionable marketing practices aimed at the call center industry. Trey offers industry-leading solutions based on a unique level of knowledge and expertise. Check it out!
In this enlightening episode, top industry trainer and thought leader Trey Briggs explores how scoring every call is not the answer to QA success. Trey offers industry-leading solutions based on a unique level of knowledge and expertise. Check it out!
In this episode, top call center industry trainer and thought leader Trey Briggs discusses how to make mediocre agents great through a process focused on fixing the mistakes in their word choice and phone manners. Trey offers industry-leading solutions based on a unique level of knowledge and expertise. Check it out!
In this future-looking episode, top call center industry trainer and thought leader Trey Briggs discusses an extensive study that concluded that the move to AI-automated digital channels has stopped for two consecutive years, patients and customers overwhelmingly prefer interacting with a live agent, and this preference is growing. Trey offers industry-leading solutions based on a unique level of knowledge and expertise. Check it out!
In this thought-provoking episode, top industry trainer and thought leader Trey Briggs discusses a pundit's recent call for a current training model refresh for the call center industry, what that would look like, and what it would take for the industry to take this step forward. Trey offers industry-leading solutions based on a unique level of knowledge and expertise. Check it out!
In this episode, Trey Briggs discusses the call center industry's denial dynamic regarding the existence of poor-performing agents and how it is holding the industry back from progress. Check it out!
In this thought-provoking episode, top call industry agent trainer Trey Briggs discusses how a need for continuous coaching is a symptom of a problem and certainly not a solution to one. Trey offers industry-leading solutions based on a unique level of knowledge, experience, and expertise. Check it out!
In this awesome episode, leading call center trainer Trey Briggs discusses the importance of managing protocols with QA, the essential training aspect of keeping call center agents happy, and ideas regarding convincing C-Level executives to invest in training. Check it out!
In this episode of excellent listener questions, Trey Briggs discusses how to help agents who struggle with empathy and being nice, how to allow agents to improvise and sound real, and how to hold agents accountable for excellence in every call. Trey offers industry-leading solutions based on unique training knowledge and experience. Check it out!
In this episode chock full of training expertise, Trey Briggs breaks down a formula combining word choice, phone manners, and accountability to guarantee that every agent delivers exceptional service in every call they handle! Trey offers industry-leading solutions based on unique training knowledge and experience. Check it out!
In this super-informative episode, Trey Briggs breaks down some misguided narratives that have led our industry astray regarding how to best approach agent training and performance management. Check it out!
In this powerful episode, Trey discusses the imperative of holding agents accountable for delivering excellence to make agents who are not good on the phone great. You do not want to miss this one!
In this super-informative episode, Trey discusses overcoming the call center industry's greatest challenge- how to make bad agents great on the phone along a clear path to ensuring every agent within a group consistently delivers only the highest standard of courtesy and professionalism at every moment of every call they handle daily. Check it out!
In this reposted episode from January 2022, we began a 3-episode series titled Call Center Sushi Bar- rethinking the many misguided narratives perpetuated by experts and pundits in our industry regarding agent patient experience training and performance management. Get your chopsticks ready- this is going to be a tasty one!
In this repost of an episode from October 2023, Trey discusses managers who do not seem to care, de-escalation techniques, automated digital QA, and why the number of tests per month does not matter. Check it out!
In this highly informative episode, Trey discusses AI-driven QA in great detail and explains how it is essentially the same product as standard QA. If you have ever wondered about AI QA, this is one not to miss. Check it out, Y'all!
In this awesome episode, Trey discusses his recent experiences with call centers, why scripts are bad, Generation Z, and basic phone skills. Check it out, y'all!
In this awesome episode, Trey answers questions regarding AI, robotic agents, different types of calls, differing opinions about customer service, and improvement concepts. Trey Briggs offers industry-leading solutions based on unique training expertise. Check it out where you get your podcasts and on YouTube as well!
In this episode, Trey answers questions regarding empathy, demanding patients, agent turnover, de-escalation techniques, and how to create perfect service. Trey offers industry-leading solutions based on unique training knowledge and expertise.
In this episode, recorded in South America, Trey answers questions regarding the limits of coaching, coaching versus training, and accuracy challenges when scoring. Trey offers industry-leading solutions based on unique training knowledge and expertise. Check it out!
In this dynamic episode, Trey discusses managers who do not seem to care, de-escalation techniques, automated digital QA, and why the number of tests per month does not matter. Check it out!
In this episode, Trey Briggs explores differing opinions regarding what qualifies as exceptional customer service, coaching, what creates excellent tone, the data and metrics problem, and who is playing the best music! Check it out, y'all!
In this uber-informative episode, Trey discusses agents who do not care, QA that does not work, what defines excellent customer service, and coaching approaches. Check it out y'all!
In this episode, Trey explores scripts, customer service perfection, and de-escalation techniques. Check it out, y'all!
In this dynamic episode, Trey answers listeners' questions regarding the unique challenges of training and managing call center agents. Check it out!
In this episode, Trey explores the different types of agent personalities and how to approach each regarding training.
In this episode, Trey explores the misguided narratives espoused by today's call center industry pundits and experts regarding what defines and qualifies as exceptional customer service. Check it out!
In this episode, Trey Briggs discusses the call center industry's over-reliance on regularly scheduled coaching and calibration sessions and how they point to a deficiency in a QA process. Check it out!
In this fantastic episode, Trey continues breaking down the QA process and the misguided narratives holding back today's call center industry. Check it out!
In this episode, Trey Briggs discusses a formula that is guaranteed to produce near-perfect CSAT or Patient Survey Scores. Check it out!
In this uber-informative episode, Trey answers listeners' questions regarding the QA process, how many reports per month are ideal, social media, handling depressed agents, and more! Check it out, y'all!
In this thought-provoking episode, Trey Briggs discusses the pivotal role of agents in the QA process. Check it out, yall!
In this thought-provoking episode, Trey Briggs discusses the forgotten role of teaching in the QA process. Check it out!
In this episode, Trey breaks down The Empathy Myth, a misguided narrative that goes astray from what is really happening in call centers. This one is a big, fat reality sandwich! Check it out!
In this episode, Trey highlights how the failures of today's standard QA approaches have led to a significant portion of the call center industry giving up on agent customer service training altogether. Trey explains what is wrong with today's QA and how to fix it. Check it out!
In this episode, Trey Briggs discusses the importance of tone, how call center industry pundits and experts have tone all wrong, and how to manage tone properly! This is a good one! Check it out!
This episode explores what defines exceptional customer service, what it sounds like, and how to make it happen. Check it out!
In this episode 4, we explore the rules of customer service and how they work to make customer experience perfection an easy and straightforward endeavor. From training to deescalation techniques, this episode covers lots of ground!
In this episode, we cover First Call Resolution, Soft Skills, Scripts, It Takes More Time, Personalized Service, and Everyone Is Clamoring for Digital!
A continuation of Call Center Sushi Bar with an exploration of the narratives How to Empower Agents, Improvement, Every Call is Different, and Tone!
In this introductory episode, we begin a 3-episode series titled Call Center Sushi Bar- a rethinking of the many misguided narratives perpetuated by experts and pundits in our industry regarding agent customer service training and performance management. Get your chopsticks ready- this is going to be a tasty one!