21 episodes

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!

Call Center Confidential Trey_Briggs

    • Business
    • 5.0 • 2 Ratings

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 Pt. 10

    Questions and Answers Pt. 10

    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!

    • 17 min
    Questions and Answers Pt. 9

    Questions and Answers Pt. 9

    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. 

    • 20 min
    Questions and Answers Pt. 8

    Questions and Answers Pt. 8

    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! 

    • 19 min
    Questions and Answers Pt. 7

    Questions and Answers Pt. 7

    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!

    • 21 min
    Questions and Answers Pt. 6

    Questions and Answers Pt. 6

    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!

    • 25 min
    Questions and Answers Pt. 5

    Questions and Answers Pt. 5

    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!

    • 19 min

Customer Reviews

5.0 out of 5
2 Ratings

2 Ratings

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