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About This Podcast
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!
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Recent Episodes
How Seinfeld, Socrates, and Elon Musk Can Save the Call Center Industry
In this thought-provoking episode, top industry trainer and QA expert Trey Briggs breaks down First Principles Thinking, a powerful problem-solving method, and how it can revolutionize quality…
The Significant Differences Between Scoring and Training
In this thought-provoking episode, top industry trainer and QA expert Trey Briggs breaks down how scoring without training is a recipe for failure, and how training, not scoring, is the only road to…
Understanding How AI Digitally Automated QA Scoring Works
In this super-informative episode, top industry trainer and thought leader, Trey Briggs, breaks down how digitally automated QA was developed, how it works, and how companies routinely tell call…
How to Make Mediocre Agents Great Pt. 6
In this super-informative episode, top industry trainer and thought leader, Trey Briggs, discusses accountability, training versus scoring, and how to make underperforming agents excellent! Trey…
How AI Tech Companies Mislead Call Centers Pt. 2
In this frank discussion episode, top industry trainer and thought leader Trey Briggs continues to expose the tech industry's deceptive marketing practices aimed directly at call center executives.…
How AI Tech Companies Mislead Call Centers Pt. 1
In this frank discussion episode, top industry trainer and thought leader Trey Briggs discusses an article by an AI strategist that exposes the tech industry's questionable marketing practices aimed…
Why Scoring 100% of Calls Is Not the Answer
In this enlightening episode, top industry trainer and thought leader Trey Briggs explores how scoring every call is not the answer to QA success. Trey offers industry-leading solutions based on a…
How to Make Mediocre Agents Great Pt. 5
In this episode, top call center industry trainer and thought leader Trey Briggs discusses how to make mediocre agents great through a process focused on fixing the mistakes in their word choice and…
Study Shows Automated Digital Channels in Decline
In this future-looking episode, top call center industry trainer and thought leader Trey Briggs discusses an extensive study that concluded that the move to AI-automated digital channels has stopped…
A Training Model Refresh for the Industry
In this thought-provoking episode, top industry trainer and thought leader Trey Briggs discusses a pundit's recent call for a current training model refresh for the call center industry, what that…
The Call Center Industry's Denial Dynamic
In this episode, Trey Briggs discusses the call center industry's denial dynamic regarding the existence of poor-performing agents and how it is holding the industry back from progress. Check it out!
Coaching Is a Symptom of a Problem, Not a Solution to One
In this thought-provoking episode, top call industry agent trainer Trey Briggs discusses how a need for continuous coaching is a symptom of a problem and certainly not a solution to one. Trey offers…
Q and A Pt. 12 - Managing Protocols, Happy Agents, and Convincing C-Level Executives
In this awesome 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…
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…
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…
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…
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!
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…
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…
The Pitfalls of AI Digitally Automated Quality Assurance
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. …
Frequently Asked Questions
Call Center Confidential has published 42 episodes since January 2022, covering topics in Business, Management.
Call Center Confidential is currently highly active with new episodes monthly. Average episode length is 19m.
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