Call Center Confidential

Trey_Briggs
  • 5.0 (2)
  • MANAGEMENT
  • UPDATED MONTHLY
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!

  1. 1 DAY AGO

    Q and A Pt. 12 - Managing Protocols, Happy Agents, and Convincing C-Level Executives.

    In this aweseom 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 invest in training. Check it out!

    20 min

  2. JAN 17

    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. Trey offers industry-leading solutions based on unique training knowledge and experience. Check it out!

    18 min

  3. 11/07/2024

    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 industry-leading solutions based on unique training knowledge and experience. Check it out!

    20 min

  4. 10/25/2024

    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!

    19 min

  5. 09/21/2024

    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!

    17 min

  6. 08/18/2024

    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 highest standard of courtesy and professionalism at every moment of every call they handle daily. Check it out!

    18 min

  7. 07/26/2024

    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 performance management. Get your chopsticks ready- this is going to be a tasty one!

    23 min

  8. 04/04/2024

    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!

    20 min
See All (30)

Ratings & Reviews

5
out of 5
2 Ratings

About

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!

Information

  • Creator
    Trey_Briggs
  • Years Active
    2022 - 2025
  • Episodes
    30
  • Rating
    Clean
  • Copyright
    © 2025 Call Center Confidential
  • Show Website
    Call Center Confidential

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