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Call Center Confidential
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!
Podcasting since 2022 • 36 episodes
Call Center Confidential
Latest Episodes
Why Scoring Every Call Is Not the Answer
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 ...
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17:14
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How to Make Mediocre Agents Great Pt. 5
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 s...
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19:16
Study Shows AI Digital Channels in Decline
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 custo...
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13:56