Call Center Confidential
Trey_Briggs
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!
All episodes
Best episodes
Seasons
Top 10 Call Center Confidential Episodes
Goodpods has curated a list of the 10 best Call Center Confidential episodes, ranked by the number of listens and likes each episode have garnered from our listeners. If you are listening to Call Center Confidential for the first time, there's no better place to start than with one of these standout episodes. If you are a fan of the show, vote for your favorite Call Center Confidential episode by adding your comments to the episode page.
Questions and Answers Episode 11
Call Center Confidential
12/11/24 • 19 min
In this super awesome episode, Trey Briggs answers listeners' questions, exploring various aspects of training, performance management, and expectations. Check it out, yall!
The Narrative of Non-success
Call Center Confidential
05/31/23 • 17 min
In this episode, Trey explores the misguided narratives espoused by today's call center industry pundits and experts regarding what defines and qualifies as exceptional customer service. Check it out!
Service Perfection is Highly Definable
Call Center Confidential
06/24/22 • 16 min
This episode explores what defines exceptional customer service, what it sounds like, and how to make it happen. Check it out!
How to Create Perfect Tone
Call Center Confidential
09/28/22 • 25 min
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!
Farmer's Dog, Generation Z, and Basic Phone Skills.
Call Center Confidential
03/21/24 • 18 min
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!
How to Make Mediocre Agents Great Pt. 5 (The Simple Magic of Word Choice and Phone Manners)
Call Center Confidential
05/14/25 • 19 min
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 phone manners. Trey offers industry-leading solutions based on a unique level of knowledge and expertise. Check it out!
How to Train Different Types of Agents
Call Center Confidential
06/07/23 • 21 min
In this episode, Trey explores the different types of agent personalities and how to approach each regarding training.
Welcome to the Great Surrender
Call Center Confidential
10/07/22 • 17 min
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!
Q and A Pt. 10 - AI, robotic agents, different types of calls, different opinions regarding customer service, and improvement concepts.
Call Center Confidential
02/22/24 • 17 min
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!
How to Make Mediocre Agents Great (Possibilities)
Call Center Confidential
08/18/24 • 18 min
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!
Show more best episodes
Show more best episodes
FAQ
How many episodes does Call Center Confidential have?
Call Center Confidential currently has 38 episodes available.
What topics does Call Center Confidential cover?
The podcast is about Management, Podcasts and Business.
What is the most popular episode on Call Center Confidential?
The episode title 'Q and A Pt. 3 - The unique challenges of training and managing call center agents.' is the most popular.
What is the average episode length on Call Center Confidential?
The average episode length on Call Center Confidential is 20 minutes.
How often are episodes of Call Center Confidential released?
Episodes of Call Center Confidential are typically released every 28 days, 19 hours.
When was the first episode of Call Center Confidential?
The first episode of Call Center Confidential was released on Jan 31, 2022.
Show more FAQ
Show more FAQ