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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 • 34 episodes
Call Center Confidential
Latest Episodes
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
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A Training Model Refresh for the Industry
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...
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17:31
The Call Center Industry's Denial Dynamic
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!
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15:56
Coaching Is a Symptom of a Problem, Not a Solution to One.
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 ...
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20:27
Q and A Pt. 12 - Managing Protocols, Happy Agents, and Convincing C-Level Executives.
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 inv...
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19:57