25 episodios
Call Center Confidential Trey_Briggs
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- Economía y empresa
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!
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The Pitfalls of AI-driven 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!
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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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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!
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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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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!
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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!