Call Center Confidential
By Trey_Briggs
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Category: Management
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Episodes: 25
Description
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!
| Episode | Date |
|---|---|
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The Pitfalls of AI-driven Quality Assurance
|
Apr 04, 2024 |
|
Farmer's Dog, Generation Z, and Basic Phone Skills.
|
Mar 21, 2024 |
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Q and A Pt. 10 - AI, robotic agents, different types of calls, different opinions regarding customer service, and improvement concepts.
|
Feb 22, 2024 |
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Q and A Pt. 9 - Empathy, demanding customers, agent turnover, de-escalation techniques, and unique training expertise.
|
Jan 18, 2024 |
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Q and A Pt. 8 - The limits of coaching, coaching versus training, and accuracy challenges when scoring.
|
Nov 30, 2023 |
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Q and A Pt. 7 - Managers who do not care, automated QA, and why the number of tests per month does not matter.
|
Nov 02, 2023 |
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Q and A Pt. 6 - Different opinions regarding excellent customer service, coaching, how to create excellent tone, and the data/metrics problem.
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Sep 22, 2023 |
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Q and A Pt. 5 - Agents who do not care, ineffective QA, what defines excellent customer service, and coaching approaches.
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Aug 24, 2023 |
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Q and A Pt. 4 - Scripts, customer service perfection, and de-escalation techniques.
|
Aug 11, 2023 |
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Q and A Pt. 3 - The unique challenges of training and managing call center agents.
|
Jul 07, 2023 |
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How to Train Different Types of Agents
|
Jun 07, 2023 |
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The Narrative of Non-success
|
May 31, 2023 |
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Coaching and Calibration Sessions
|
May 24, 2023 |
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Q and A Pt. 2 - A formula guaranteed to produce perfect or near-perfect CSAT scores.
|
Feb 22, 2023 |
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Q and A Pt. 1 - The QA process, how many reports per month is ideal, social media, and depressesd agents.
|
Dec 10, 2022 |
|
The Role of Agents in the QA Process
|
Dec 02, 2022 |
|
The Role of Teaching in the QA Process
|
Nov 16, 2022 |
|
The Empathy Myth
|
Oct 28, 2022 |
|
Welcome to the Great Surrender
|
Oct 07, 2022 |
|
How to Create Perfect Tone
|
Sep 28, 2022 |
|
Service Perfection is Highly Definable
|
Jun 24, 2022 |
|
Customer Service Perfection Is Easy
|
Apr 13, 2022 |
|
Call Center Sushi Bar Pt. 3 of 3
|
Feb 05, 2022 |
|
Call Center Sushi Bar Pt. 2 of 3
|
Feb 01, 2022 |
|
Call Center Sushi Bar Pt. 1 of 3
|
Jan 31, 2022 |