Call Center Confidential
Call Center Confidential
Trey_Briggs
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!
Episodes
About
Reviews
Promote
The Pitfalls of AI-assisted Quality Assurance
The Pitfalls of AI-assisted Quality Assurance
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!
Apr 4, 2024
19 min
Farmer's Dog, Generation Z, and Basic Phone Skills.
Farmer's Dog, Generation Z, and Basic Phone Skills.
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!
Mar 21, 2024
18 min
Q and A Pt. 10 - AI, robotic agents, different types of calls, different opinions regarding customer service, and improvement concepts.
Q and A Pt. 10 - AI, robotic agents, different types of calls, different opinions regarding customer service, and improvement concepts.
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!
Feb 22, 2024
17 min
Q and A Pt. 9 - Empathy, demanding customers, agent turnover, de-escalation techniques, and unique training expertise.
Q and A Pt. 9 - Empathy, demanding customers, agent turnover, de-escalation techniques, and unique training expertise.
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.
Jan 18, 2024
20 min
Q and A Pt. 8 - The limits of coaching, coaching versus training, and accuracy challenges when scoring.
Q and A Pt. 8 - The limits of coaching, coaching versus training, and accuracy challenges when scoring.
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!
Nov 30, 2023
19 min
Q and A Pt. 7 - Managers who do not care, automated QA, and why the number of tests per month does not matter.
Q and A Pt. 7 - Managers who do not care, automated QA, and why the number of tests per month does not matter.
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!
Nov 2, 2023
21 min
Q and A Pt. 6 - Different opinions regarding excellent customer service, coaching, how to create excellent tone, and the data/metrics problem.
Q and A Pt. 6 - Different opinions regarding excellent customer service, coaching, how to create excellent tone, and the data/metrics problem.
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!
Sep 22, 2023
25 min
Q and A Pt. 5 - Agents who do not care, ineffective QA, what defines excellent customer service, and coaching approaches.
Q and A Pt. 5 - Agents who do not care, ineffective QA, what defines excellent customer service, and coaching approaches.
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!
Aug 24, 2023
19 min
Q and A Pt. 4 - Scripts, customer service perfection, and de-escalation techniques.
Q and A Pt. 4 - Scripts, customer service perfection, and de-escalation techniques.
In this episode, Trey explores scripts, customer service perfection, and de-escalation techniques. Check it out, y'all!
Aug 11, 2023
21 min
Q and A Pt. 3 - The unique challenges of training and managing call center agents.
Q and A Pt. 3 - The unique challenges of training and managing call center agents.
In this dynamic episode, Trey answers listeners' questions regarding the unique challenges of training and managing call center agents. Check it out!
Jul 7, 2023
20 min
Load more
Podbay © 2026 Fancy Soups
About