Call Center Confidential

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!

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. 

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! 

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!

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!

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!

In this episode, Trey explores scripts, customer service perfection, and de-escalation techniques.  Check it out, y'all!

In this dynamic episode, Trey answers listeners' questions regarding the unique challenges of training and managing call center agents.  Check it out!

In this episode, Trey explores the different types of agent personalities and how to approach each regarding training.

In this episode, Trey Briggs discusses a formula that is guaranteed to produce near-perfect CSAT or Patient Survey Scores.  Check it out!

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!  

In this thought-provoking episode, Trey Briggs discusses the pivotal role of agents in the QA process.  Check it out, yall!

In this thought-provoking episode, Trey Briggs discusses the forgotten role of teaching in the QA process.  Check it out!

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!

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!

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!

This episode explores what defines exceptional customer service, what it sounds like, and how to make it happen.  Check it out!

In this episode 4, we explore the rules of customer service and how they work to make customer experience perfection an easy and straightforward endeavor.  From training to deescalation techniques, this episode covers lots of ground!  

In this episode,  we cover First Call Resolution, Soft Skills, Scripts, It Takes More Time, Personalized Service, and Everyone Is Clamoring for Digital!

A continuation of Call Center Sushi Bar with an exploration of the narratives How to Empower Agents, Improvement, Every Call is Different, and Tone!

In this introductory episode, we begin a 3-episode series titled Call Center Sushi Bar- a rethinking of the many misguided narratives perpetuated by experts and pundits in our industry regarding agent customer service training and performance management.  Get your chopsticks ready- this is going to be a tasty one!