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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!
Episodes
34 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
Q and A Pt. 11 - Teaching Empathy, Authentic Tone, Rapport Management, and Accountability in Every Call.
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...
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18:03
How to Make Mediocre Agents Great Pt. 4 (A Formula That Guarantees Service Excellence)
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 indus...
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20:05
How to Make Mediocre Agents Great Pt. 3 (Misguided Narratives)
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!
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18:57
How to Make Mediocre Agents Great Pt. 2 (Accountability)
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!
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17:27
How to Make Mediocre Agents Great (Possibilities)
In this super-informative episode, Trey discusses overcoming the call center industry's greatest challenge- how to make mediocre agents great on the phone along a clear path to ensuring every agent within a group consistently delivers only the ...
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18:03
Throwback 1st Episode from 1/31/22: Call Center Sushi Bar
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 pe...
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23:22
The Pitfalls of AI-assisted Quality Assurance
In this highly informative episode, Trey discusses AI-driven QA 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!
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19:37
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!
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18:06
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 ...
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17:42
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....
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20:26
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 e...
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19:39
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!
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21:54
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...
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25:50
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!
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19:41
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!
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21:21
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!
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20:01
How to Train Different Types of Agents
In this episode, Trey explores the different types of agent personalities and how to approach each regarding training.
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21:28
Q and A Pt. 2 - A formula guaranteed to produce perfect or near-perfect CSAT scores.
In this episode, Trey Briggs discusses a formula that is guaranteed to produce near-perfect CSAT or Patient Survey Scores. Check it out!
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22:57
Q and A Pt. 1 - The QA process, how many reports per month is ideal, social media, and depressesd agents.
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!
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31:20