Call Center Confidential podcast

Call Center Confidential

Trey_Briggs

Bringing fresh ideas to the contact center industry, Call Center Confidential offers a uniquely insightful exploration of agent customer-service training and performance management, packed with the industry's most cutting-edge ideas and perspectives. If you are passionate about this subject, this is the podcast for you!

43 Episodes

Training AI Agents, Understanding Empathy, Scripts, and Building Rapport
9/24/2026
18:35
In this awesome episode, CX trainer and Quality Assurance expert Trey Briggs proudly announces BCI's new division devoted to Training AI Agents (chat, voice, text, and email) and explores how to teach empathy, our industry's use of scripts, and how to build rapport. Check it out!
BCI Training vs. AI Automated Scoring, Including Fees and ROI
6/4/2026
20:50
In this highly informative episode, top industry trainer and Quality Assurance expert Trey Briggs breaks down the stark differences between the BCI training program and AI automated scoring. Trey offers industry-leading solutions based on a unique level of experience, knowledge, and expertise. Check it out!
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Q and A Pt. 14 - Mediocre Agents, Managing Tone, and Sentiment Analysis
5/7/2026
19:11
In this episode, top industry trainer and Quality Assurance expert Trey Briggs answers listeners' questions regarding how to make mediocre agents great, managing tone issues, and sentiment scoring. Trey offers industry-leading solutions based on a unique level of experience, knowledge, and expertise. Check it out!
Q and A Pt. 13 - First Call Resolution, Sentiment Scoring, and Agent Morale
4/10/2026
18:18
In this episode, top industry trainer and Quality Assurance expert Trey Briggs answers listeners' questions regarding first-call resolution, sentiment scoring, agent morale, and scoring challenges. Trey offers industry-leading solutions based on a unique level of experience, knowledge, and expertise. Check it out!
Applying Six Sigma Methodology to Achieve CX Perfection
3/27/2026
19:57
In this thought-provoking episode, top industry trainer and Quality Assurance expert Trey Briggs discusses how to apply the world-famous Six Sigma management methodology to QA training and scoring to achieve consistent patient-experience excellence. Trey offers industry-leading solutions based on a unique level of experience, knowledge, and expertise. Check it out!
How Seinfeld, Socrates, and Musk Can Save the Call Center Industry
2/27/2026
13:34
In this thought-provoking episode, top industry trainer and QA expert Trey Briggs breaks down First Principles Thinking, a powerful problem-solving method, and how it can revolutionize quality assurance scoring and training. Trey offers industry-leading solutions based on a unique level of experience, knowledge, and expertise. Check it out!
The Significant Differences Between Scoring and Training
1/23/2026
23:13
In this thought-provoking episode, top industry trainer and QA expert Trey Briggs breaks down how scoring without training is a recipe for failure, and how training, not scoring, is the only road to success. Trey offers industry-leading solutions based on a unique level of experience, knowledge, and expertise. Check it out!
How to Make Mediocre Agents Great Pt. 6
10/16/2025
17:22
In this super-informative episode, top industry trainer and thought leader, Trey Briggs, discusses accountability, training versus scoring, and how to make underperforming agents excellent! Trey offers industry-leading solutions based on a unique level of knowledge and expertise. Check it out, y'all!
Why Scoring 100% of Calls Is Not the Answer
6/20/2025
17:14
In this enlightening episode, top industry trainer and thought leader Trey Briggs explores how scoring every call is not the answer to QA success. Trey offers industry-leading solutions based on a unique level of knowledge and expertise. Check it out!
How to Make Mediocre Agents Great Pt. 5
5/14/2025
19:16
In this episode, top call center industry trainer and thought leader Trey Briggs discusses how to make mediocre agents great through a process focused on fixing the mistakes in their word choice and phone manners. Trey offers industry-leading solutions based on a unique level of knowledge and expertise. Check it out!

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