In this thought-provoking episode, Trey Briggs discusses the forgotten role of teaching in the QA process.  Check it out!

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!

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!

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!

This episode explores what defines exceptional customer service, what it sounds like, and how to make it happen.  Check it out!

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!  

In this episode,  we cover First Call Resolution, Soft Skills, Scripts, It Takes More Time, Personalized Service, and Everyone Is Clamoring for Digital!

A continuation of Call Center Sushi Bar with an exploration of the narratives How to Empower Agents, Improvement, Every Call is Different, and Tone!

In this introductory episode, we begin a 3-episode series titled Call Center Sushi Bar- a rethinking of the many misguided narratives perpetuated by experts and pundits in our industry regarding agent customer service performance and training.  Get your chopsticks ready- this is going to be a tasty one!