Episodes
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
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
In this thought-provoking episode, Trey Briggs discusses the forgotten role of teaching in the QA process. Check it out!
Published 11/16/22
In this episode, Trey breaks down The Empathy Myth, a misguided narrative that goes astray from what is really happening in call centers. This one is a big reality sandwich! Check it out!
Published 10/28/22
In this episode, Trey highlights how the failures of today's standard QA approaches have led to a significant portion of the call center industry giving up on agent customer service training altogether. Trey explains what is wrong with today's QA and how to fix it. Check it out!
Published 10/07/22
In this episode, Trey Briggs discusses the importance of tone, how call center industry pundits and experts have tone all wrong, and how to manage tone properly! This is a good one! Check it out!
Published 09/28/22
This episode explores what defines exceptional customer service, what it sounds like, and how to make it happen. Check it out!
Published 06/24/22
In this episode 4, we explore the rules of customer service and how they work to make customer experience perfection an easy and straightforward endeavor. From training to deescalation techniques, this episode covers lots of ground!
Published 04/13/22
In this episode, we cover First Call Resolution, Soft Skills, Scripts, It Takes More Time, Personalized Service, and Everyone Is Clamoring for Digital!
Published 02/05/22
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