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Call Center Confidential
Bringing fresh ideas to the contact center industry, Call Center Confidential offers a uniquely insightful exploration of agent customer-service training and performance management, packed with the industry's most cutting-edge ideas and perspectives. If you are passionate about this subject, this is the podcast for you!
Call Center Confidential
Latest Episodes
Training AI Agents, Teaching Empathy, Scripts, and Building Rapport
In this awesome episode, CX trainer and Quality Assurance expert Trey Briggs proudly announces BCI's new division devoted to Training AI Agents (chat, voice, text, and email) and explores how to teach empathy, our industry's use of scripts, and...
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BCI Training vs. AI Automated Scoring, Including Fees and ROI
In this highly informative episode, top industry trainer and Quality Assurance expert Trey Briggs breaks down the stark differences between the BCI training program and AI automated scoring. Trey offers industry-leading solutions based on a uni...
Q and A Pt. 14 - Mediocre Agents, Managing Tone, and Sentiment Analysis
In this episode, top industry trainer and Quality Assurance expert Trey Briggs answers listeners' questions regarding how to make mediocre agents great, managing tone issues, and sentiment scoring. Trey offers industry-leading solutions based o...
Q and A Pt. 13 - First Call Resolution, Sentiment Scoring, and Agent Morale
In this episode, top industry trainer and Quality Assurance expert Trey Briggs answers listeners' questions regarding first-call resolution, sentiment scoring, agent morale, and scoring challenges. Trey offers industry-leading solutions based o...
Applying Six Sigma Methodology to Achieve CX Perfection
In this thought-provoking episode, top industry trainer and Quality Assurance expert Trey Briggs discusses how to apply the world-famous Six Sigma management methodology to QA training and scoring to achieve consistent patient-experience excell...