Explorez tous les épisodes du podcast Call Center Confidential
| Titre | Date | Durée | |
|---|---|---|---|
| Q and A Pt. 11 - Creating Empathy, Authentic Tone, Rapport Management, and Accountability in Every Call. | 17 Jan 2025 | 00:18:03 | |
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! | |||
| How To Make Mediocre Agents Great Pt. 4 (A Formula That Guarantees Service Excellence) | 07 Nov 2024 | 00:20:05 | |
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! | |||
| How To Make Mediocre Agents Great Pt. 3 (Misguided Narratives) | 25 Oct 2024 | 00:18:57 | |
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! | |||
| How To Make Mediocre Agents Great Pt. 2 (Accountability) | 21 Sep 2024 | 00:17:27 | |
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! | |||
| How to Make Mediocre Agents Great (Possibilities) | 18 Aug 2024 | 00:18:03 | |
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! | |||
| Throwback 1st Episode from 1/31/22: Call Center Sushi Bar | 26 Jul 2024 | 00:23:22 | |
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! | |||
| The Pitfalls of AI-assisted Quality Assurance | 04 Apr 2024 | 00:19:37 | |
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! | |||
| Farmer's Dog, Generation Z, and Basic Phone Skills. | 21 Mar 2024 | 00:18:06 | |
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. | 22 Feb 2024 | 00:17:42 | |
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! | |||
| Q and A Pt. 9 - Empathy, demanding customers, agent turnover, de-escalation techniques, and unique training expertise. | 18 Jan 2024 | 00:20:26 | |
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. | |||
| Q and A Pt. 8 - The limits of coaching, coaching versus training, and accuracy challenges when scoring. | 30 Nov 2023 | 00:19:39 | |
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! | |||
| Q and A Pt. 7 - Managers who do not care, automated QA, and why the number of tests per month does not matter. | 02 Nov 2023 | 00:21:54 | |
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! | |||
| Q and A Pt. 6 - Different opinions regarding excellent customer service, coaching, how to create excellent tone, and the data/metrics problem. | 22 Sep 2023 | 00:25:50 | |
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! | |||
| Q and A Pt. 5 - Agents who do not care, ineffective QA, what defines excellent customer service, and coaching approaches. | 24 Aug 2023 | 00:19:41 | |
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! | |||
| Q and A Pt. 4 - Scripts, customer service perfection, and de-escalation techniques. | 11 Aug 2023 | 00:21:21 | |
In this episode, Trey explores scripts, customer service perfection, and de-escalation techniques. Check it out, y'all! | |||
| Q and A Pt. 3 - The unique challenges of training and managing call center agents. | 07 Jul 2023 | 00:20:01 | |
In this dynamic episode, Trey answers listeners' questions regarding the unique challenges of training and managing call center agents. Check it out! | |||
| How to Train Different Types of Agents | 07 Jun 2023 | 00:21:28 | |
In this episode, Trey explores the different types of agent personalities and how to approach each regarding training. | |||
| Q and A Pt. 2 - A formula guaranteed to produce perfect or near-perfect CSAT scores. | 22 Feb 2023 | 00:22:57 | |
In this episode, Trey Briggs discusses a formula that is guaranteed to produce near-perfect CSAT or Patient Survey Scores. Check it out! | |||
| Q and A Pt. 1 - The QA process, how many reports per month is ideal, social media, and depressesd agents. | 10 Dec 2022 | 00:31:20 | |
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! | |||
| The Role of Agents in the QA Process | 02 Dec 2022 | 00:25:03 | |
In this thought-provoking episode, Trey Briggs discusses the pivotal role of agents in the QA process. Check it out, yall! | |||
| The Role of Teaching in the QA Process | 16 Nov 2022 | 00:23:32 | |
In this thought-provoking episode, Trey Briggs discusses the forgotten role of teaching in the QA process. Check it out! | |||
| The Empathy Myth | 28 Oct 2022 | 00:16:19 | |
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! | |||
| Welcome to the Great Surrender | 07 Oct 2022 | 00:17:44 | |
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! | |||
| How to Create Perfect Tone | 28 Sep 2022 | 00:25:03 | |
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! | |||
| Service Perfection is Highly Definable | 24 Jun 2022 | 00:16:19 | |
This episode explores what defines exceptional customer service, what it sounds like, and how to make it happen. Check it out! | |||
| Customer Service Perfection Is Easy | 13 Apr 2022 | 00:22:40 | |
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! | |||
| Call Center Sushi Bar Pt. 3 | 05 Feb 2022 | 00:19:19 | |
In this episode, we cover First Call Resolution, Soft Skills, Scripts, It Takes More Time, Personalized Service, and Everyone Is Clamoring for Digital! | |||
| Call Center Sushi Bar Pt. 2 | 01 Feb 2022 | 00:20:03 | |
A continuation of Call Center Sushi Bar with an exploration of the narratives How to Empower Agents, Improvement, Every Call is Different, and Tone! | |||
| Call Center Sushi Bar | 31 Jan 2022 | 00:23:22 | |
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! | |||