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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!
Podcasting since 2022 • 28 episodes
Call Center Confidential
Latest Episodes
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 indus...
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20:05
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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!
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18:57
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!
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17:27
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 ...
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18:03
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 pe...
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23:22