.jpg)
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 • 30 episodes
Call Center Confidential
Latest Episodes
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 inv...
•
19:57
.jpg)
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...
•
18:03
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...
•
20:05