Call Center Confidential
By Trey_Briggs
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Category: Management
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Episodes: 37
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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How AI Tech Companies Mislead Call Centers
|
Jul 10, 2025 |
|
Why Scoring 100% of Calls Is Not the Answer
|
Jun 20, 2025 |
|
How to Make Mediocre Agents Great Pt. 5
|
May 14, 2025 |
|
Study Shows Automated Digital Channels in Decline
|
Apr 24, 2025 |
|
A Training Model Refresh for the Industry
|
Apr 10, 2025 |
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The Call Center Industry's Denial Dynamic
|
Mar 28, 2025 |
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Coaching Is a Symptom of a Problem, Not a Solution to One
|
Feb 23, 2025 |
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Q and A Pt. 12 - Managing Protocols, Happy Agents, and Convincing C-Level Executives
|
Feb 23, 2025 |
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Q and A Pt. 11 - Teaching Empathy, Authentic Tone, Rapport Management, and Accountability in Every Call
|
Jan 17, 2025 |
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How to Make Mediocre Agents Great Pt. 4 (A Formula That Guarantees Service Excellence)
|
Nov 07, 2024 |
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How to Make Mediocre Agents Great Pt. 3 (Misguided Narratives)
|
Oct 25, 2024 |
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How to Make Mediocre Agents Great Pt. 2 (Accountability)
|
Sep 21, 2024 |
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How to Make Mediocre Agents Great (Possibilities)
|
Aug 18, 2024 |
|
Throwback 1st Episode from 1/31/22: Call Center Sushi Bar
|
Jul 26, 2024 |
|
The Pitfalls of Digitally Automated Quality Assurance
|
Apr 04, 2024 |
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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
|
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
|
Aug 24, 2023 |
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Q and A Pt. 4 - Scripts, customer service perfection, and de-escalation techniques
|
Aug 11, 2023 |
|
Q and A Pt. 3 - The unique challenges of training and managing call center agents
|
Jul 07, 2023 |
|
How to Train Different Types of Agents
|
Jun 07, 2023 |
|
Q and A Pt. 2 - A formula guaranteed to produce perfect or near-perfect CSAT scores
|
Feb 22, 2023 |
|
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
|
Feb 05, 2022 |
|
Call Center Sushi Bar Pt. 2
|
Feb 01, 2022 |
|
Call Center Sushi Bar
|
Jan 31, 2022 |