『Call Center Confidential』のカバーアート

Call Center Confidential

Call Center Confidential

著者： Trey_Briggs
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概要

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!

© 2026 Call Center Confidential マネジメント マネジメント・リーダーシップ 経済学
エピソード
  • Training AI Agents, Understanding Empathy, Scripts, and Building Rapport

    Training AI Agents, Understanding Empathy, Scripts, and Building Rapport
    2026/09/24

    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!
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    19 分
  • BCI Training vs. AI Automated Scoring, Including Fees and ROI

    BCI Training vs. AI Automated Scoring, Including Fees and ROI
    2026/06/04

    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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    21 分
  • Q and A Pt. 14 - Mediocre Agents, Managing Tone, and Sentiment Analysis

    Q and A Pt. 14 - Mediocre Agents, Managing Tone, and Sentiment Analysis
    2026/05/07

    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!
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    19 分
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