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!
Questions and Answers with Trey Briggs
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!
The Role of Agents in the QA Process
In this thought-provoking episode, Trey Briggs discusses the pivotal role of agents in the QA process. Check it out, yall!
The Role of Teaching in the QA Process
In this thought-provoking episode, Trey Briggs discusses the forgotten role of teaching in the QA process. Check it out!
The Empathy Myth
In this episode, Trey breaks down The Empathy Myth, a misguided narrative that goes astray from what is really happening in call centers. This episode is a big ol' reality sandwich! Check it out!
Welcome to the Great Surrender
In this episode, Trey highlights how the failures of today's standard QA approaches have led to a significant portion of the call center industry giving up on agent customer service training altogether. Trey explains what is wrong with today's QA and how to fix it. Check it out!
How to Create Perfect Tone
In this episode, Trey Briggs discusses the importance of tone, how call center industry pundits and experts have tone all wrong, and how to manage tone properly! This is a good one! Check it out!