Call Center Confidential

Call Center Confidential

Por: Trey_Briggs
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!
40 episodios disponibles

Latest episodes of the podcast Call Center Confidential

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Q and A Pt. 9 - Empathy, demanding customers, agent turnover, de-escalation techniques, and unique training expertise 18/01/2024
Q and A Pt. 8 - The limits of coaching, coaching versus training, and accuracy challenges when scoring 30/11/2023
Q and A Pt. 7 - Managers who do not care, automated QA, and why the number of tests per month does not matter 01/11/2023
Q and A Pt. 6 - Different opinions regarding excellent customer service, coaching, how to create excellent tone, and the data/metrics problem 22/09/2023
Q and A Pt. 5 - Agents who do not care, ineffective QA, what defines excellent customer service, and coaching approaches 24/08/2023
Q and A Pt. 4 - Scripts, customer service perfection, and de-escalation techniques 11/08/2023
Q and A Pt. 3 - The unique challenges of training and managing call center agents 07/07/2023
How to Train Different Types of Agents 07/06/2023
Q and A Pt. 2 - A formula guaranteed to produce perfect or near-perfect CSAT scores 22/02/2023
Q and A Pt. 1 - The QA process, how many reports per month is ideal, social media, and depressesd agents 10/12/2022
The Role of Agents in the QA Process 02/12/2022
The Role of Teaching in the QA Process 16/11/2022
The Empathy Myth 28/10/2022
Welcome to the Great Surrender 07/10/2022
How to Create Perfect Tone 28/09/2022
Service Perfection is Highly Definable 24/06/2022
Customer Service Perfection Is Easy 13/04/2022
Call Center Sushi Bar Pt. 3 05/02/2022
Call Center Sushi Bar Pt. 2 01/02/2022
Call Center Sushi Bar 31/01/2022
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