Call Center Confidential

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!