Episodes
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!
Published 11/07/24
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!
Published 10/25/24
Published 10/25/24
In this thought provoking episode, Trey Briggs discusses how the trifecta of word choice, phone manners, and accountability work together to guarantee patient experience perfection! Trey offers industry-leading solutions based on unique training expertise. You do not want to miss this one!
Published 10/24/24
In this straight-talking episode, Trey Briggs discusses how misguided narratives perpetuated by pundits keep our industry from progressing! Trey offers industry-leading solutions based on unique training expertise. You do not want to miss this fireworks show!
Published 10/16/24
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!
Published 09/21/24
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!
Published 08/18/24
In this reposted episode from January 2022, we began a 3-episode series titled Call Center Sushi Bar- rethinking the many misguided narratives perpetuated by experts and pundits in our industry regarding agent patient experience training and performance management. Get your chopsticks ready- this is going to be a tasty one!
Published 07/26/24
In this highly informative episode, Trey discusses AI-driven QA in great detail and explains how it is essentially the same product as standard QA. If you have ever wondered about AI QA, this is one not to miss. Check it out, Y'all!
Published 04/04/24
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!
Published 03/21/24
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!
Published 02/22/24
In this episode, Trey answers questions regarding empathy, demanding patients, agent turnover, de-escalation techniques, and how to create perfect service. Trey offers industry-leading solutions based on unique training knowledge and expertise.
Published 01/18/24
In this episode, recorded in South America, Trey answers questions regarding the limits of coaching, coaching versus training, and accuracy challenges when scoring. Trey offers industry-leading solutions based on unique training knowledge and expertise. Check it out!
Published 11/30/23
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!
Published 11/02/23
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!
Published 09/22/23
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!
Published 08/24/23
In this episode, Trey explores scripts, customer service perfection, and de-escalation techniques. Check it out, y'all!
Published 08/11/23
In this dynamic episode, Trey answers listeners' questions regarding the unique challenges of training and managing call center agents. Check it out!
Published 07/07/23
In this episode, Trey explores the different types of agent personalities and how to approach each regarding training.
Published 06/07/23
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!
Published 05/31/23
In this episode, Trey Briggs discusses the call center industry's over-reliance on regularly scheduled coaching and calibration sessions and how they point to a deficiency in a QA process. Check it out!
Published 05/24/23
In this fantastic episode, Trey continues breaking down the QA process and the misguided narratives holding back today's call center industry. Check it out!
Published 04/12/23
In this episode, Trey Briggs discusses a formula that is guaranteed to produce near-perfect CSAT or Patient Survey Scores. Check it out!
Published 02/22/23
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!
Published 12/10/22
In this thought-provoking episode, Trey Briggs discusses the pivotal role of agents in the QA process. Check it out, yall!
Published 12/02/22
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