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PODCAST

Call Center Confidential

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!

business management

All Episodes

18:18

Q & A Pt. 13 - First Call Resolution, Sentiment...

Call Center Confidential ·

2026/04/10

In this episode, top industry trainer and Quality Assurance expert Trey Briggs answers listeners' questions regarding first-call resolution, sentiment scoring, agent morale, and scoring challenges. Trey offers industry-leading solutions based on a unique level of experience, knowledge, and expertise. Check it out!

en-us

19:57

Applying Six Sigma Methodology to QA Scoring

Call Center Confidential ·

2026/03/27

In this thought-provoking episode, top industry trainer and Quality Assurance expert Trey Briggs discusses how to apply the world-famous Six Sigma management methodology to QA training and scoring to achieve consistent patient-experience excellence. Trey offers industry-leading solutions based on a unique level of experience, knowledge, and expertise. Check it out!

en-us

13:34

How Seinfeld, Socrates, and Elon Musk Can Save the...

Call Center Confidential ·

2026/02/27

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 assurance scoring and training. Trey offers industry-leading solutions based on a unique level of experience, knowledge, and expertise. Check it out!

en-us

23:27

How QA Scoring Is Holding the Industry Back From...

Call Center Confidential ·

2026/01/23

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 success. Trey offers industry-leading solutions based on a unique level of experience, knowledge, and expertise. Check it out!

en-us

28:16

Understanding AI Digitallly Automated Quality Assurance

Call Center Confidential ·

2025/11/14

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 center executives it includes AI technology when they know it does not. Trey offers industry-leading solutions based on a unique level of knowledge and expertise. Check it out!

en-us

17:22

Q and A Pt. 14 - A Complete Guide to Agent...

Call Center Confidential ·

2025/10/16

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 offers industry-leading solutions based on a unique level of knowledge and expertise. Check it out, y'all!

en-us

17:33

How AI Tech Companies Mislead Call Centers Pt. 2

Call Center Confidential ·

2025/10/13

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. Trey offers industry-leading solutions based on a unique level of knowledge and expertise. Check it out!

en-us

15:56

The Tech Industry Buzzword Hall of Shame

Call Center Confidential ·

2025/07/10

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 at the call center industry. Trey offers industry-leading solutions based on a unique level of knowledge and expertise. Check it out!

en-us

17:14

Why Scoring Every Call Is Not the Answer

Call Center Confidential ·

2025/06/20

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 unique level of knowledge and expertise. Check it out!

en-us

19:16

How to Make Mediocre Agents Great Pt. 5 (The Simple...

Call Center Confidential ·

2025/05/14

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!

en-us

13:56

Study Shows AI Digital Channels in Decline.

Call Center Confidential ·

2025/04/24

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 for two consecutive years, patients and customers overwhelmingly prefer interacting with a live agent, and this preference is growing. Trey offers industry-leading solutions based on a unique level of knowledge and expertise. Check it out!

en-us

17:31

A Training Model Refresh for the Industry

Call Center Confidential ·

2025/04/10

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 would look like, and what it would take for the industry to take this step forward. Trey offers industry-leading solutions based on a unique level of knowledge and expertise. Check it out!

en-us

15:55

The Call Center Industry's Denial Dynamic

Call Center Confidential ·

2025/03/28

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!

en-us

20:29

Coaching Is a Symptom of a Problem, Not a Solution to...

Call Center Confidential ·

2025/02/23

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 industry-leading solutions based on a unique level of knowledge, experience, and expertise. Check it out!

en-us

19:57

Q and A Pt. 12 - Managing Protocols, Happy Agents,...

Call Center Confidential ·

2025/02/06

In this aweseom 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 regarding convincing C-Level executives to invest in training. Check it out!

en-us

18:03

Q and A Pt. 11 - Creating Empathy, Authentic Tone,...

Call Center Confidential ·

2025/01/17

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!

en-us

19:39

Questions and Answers Episode 11 (Teaching Empathy,...

Call Center Confidential ·

2024/12/11

In this super awesome episode, Trey Briggs answers listeners' questions, exploring various aspects of training, performance management, and expectations. Check it out, yall!

en-us

20:05

How To Make Mediocre Agents Great Pt. 4 (A Formula...

Call Center Confidential ·

2024/11/07

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!

en-us

18:57

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

Call Center Confidential ·

2024/10/25

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!

en-us

17:27

How To Make Mediocre Agents Great Pt. 2

Call Center Confidential ·

2024/09/21

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!

en-us

47 results

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