Call Center Confidential

Trey_Briggs
  • 5.0 (2)
  • Management
  • Updated Monthly

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!

  1. Sep 24

    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 how to build rapport. Check it out!

  2. Jun 4

    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 unique level of experience, knowledge, and expertise. Check it out!

  3. May 7

    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 on a unique level of experience, knowledge, and expertise. Check it out!

  4. Apr 10

    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 on a unique level of experience, knowledge, and expertise. Check it out!

  5. Mar 27

    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 excellence. Trey offers industry-leading solutions based on a unique level of experience, knowledge, and expertise. Check it out!

  6. Feb 27

    How Seinfeld, Socrates, and Musk Can Save the Call Center Industry

    In this thought-provoking episode, top industry trainer and QA expert Trey Briggs breaks down First Principles Thinking, a powerful problem-solving method, and how it can revolutionize quality assurance scoring and training. Trey offers industry-leading solutions based on a unique level of experience, knowledge, and expertise. Check it out!

  7. Jan 23

    The Significant Differences Between Scoring and Training

    In this thought-provoking episode, top industry trainer and QA expert Trey Briggs breaks down how scoring without training is a recipe for failure, and how training, not scoring, is the only road to success. Trey offers industry-leading solutions based on a unique level of experience, knowledge, and expertise. Check it out!

  8. 10/16/2025

    How to Make Mediocre Agents Great Pt. 6

    In this super-informative episode, top industry trainer and thought leader, Trey Briggs, discusses accountability, training versus scoring, and how to make underperforming agents excellent! Trey offers industry-leading solutions based on a unique level of knowledge and expertise. Check it out, y'all!

See All (43)

Ratings & Reviews

5
out of 5
2 Ratings

About

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!

Information

  • Creator
    Trey_Briggs
  • Years Active
    2022 - 2026
  • Episodes
    43
  • Rating
    Clean
  • Copyright
    © 2026 Call Center Confidential
  • Show Website
    Call Center Confidential