Call Center Confidential - Trey_Briggs

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Q and A Pt. 11 - Creating Empathy, Authentic Tone, Rapport Management, and Accountability in Every Call.

vendredi 17 janvier 2025 • Durée 18:03

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. Trey offers industry-leading solutions based on unique training knowledge and experience. Check it out!

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How To Make Mediocre Agents Great Pt. 4 (A Formula That Guarantees Service Excellence)

jeudi 7 novembre 2024 • Durée 20:05

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 industry-leading solutions based on unique training knowledge and experience. Check it out!

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How To Make Mediocre Agents Great Pt. 3 (Misguided Narratives)

vendredi 25 octobre 2024 • Durée 18:57

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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How To Make Mediocre Agents Great Pt. 2 (Accountability)

samedi 21 septembre 2024 • Durée 17:27

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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How to Make Mediocre Agents Great (Possibilities)

dimanche 18 août 2024 • Durée 18:03

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 highest standard of courtesy and professionalism at every moment of every call they handle daily. Check it out!

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Throwback 1st Episode from 1/31/22: Call Center Sushi Bar

vendredi 26 juillet 2024 • Durée 23:22

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 performance management. Get your chopsticks ready- this is going to be a tasty one!

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The Pitfalls of AI-assisted Quality Assurance

jeudi 4 avril 2024 • Durée 19:37

In this highly informative episode, Trey discusses AI-driven QA and explains how it is essentially the same product as standard QA. If you have ever wondered about AI QA, this is one not to miss. Check it out, Y'all!

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Farmer's Dog, Generation Z, and Basic Phone Skills.

jeudi 21 mars 2024 • Durée 18:06

In this awesome episode, Trey discusses his recent experiences with call centers, why scripts are bad, Generation Z, and basic phone skills. Check it out, y'all!

Q and A Pt. 10 - AI, robotic agents, different types of calls, different opinions regarding customer service, and improvement concepts.

jeudi 22 février 2024 • Durée 17:42

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!

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Q and A Pt. 9 - Empathy, demanding customers, agent turnover, de-escalation techniques, and unique training expertise.

jeudi 18 janvier 2024 • Durée 20:26

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.

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Call Center Confidential – Détails, épisodes et analyse

Détails du podcast

Classements récents

Apple Podcasts

Spotify

Liens partagés entre épisodes et podcasts

Qualité et score du flux RSS

Historique des publications

Derniers épisodes publiés

Podcasts Similaires Basées sur le Contenu

Podcasts Similaires Basées sur le Contenu

Apple Podcasts

Spotify