Call Center Confidential

About Call Center Confidential

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!

Publisher

Trey_Briggs

Category

business

Language

en

Explicit

No

First episode

31 Jan 2022

Latest episode

24 Sept 2026

Latest episodes

57 episodes in the feed.

1. 

   24 Sept 2026

   Training AI Agents, Teaching Empathy, Scripts, and Building Rapport

   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!

2. 

   4 Jun 2026

   BCI Training vs. AI Automated Scoring, Including Fees and ROI

   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!

3. 

   7 May 2026

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

   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!

Reach and audience

Public platform figures. Ratings count people who left a rating, not total listeners.

Apple Podcasts (US)

5.0 / 5

2 ratings

Spotify

5.0 / 5

2 ratings

Podcast Authority Score: 28 / 100

A composite of feed quality, social presence, YouTube performance and engagement. Read the methodology.

Quality

25

Social presence

0

YouTube

0

Engagement

75

Contact Call Center Confidential

Guest appearances

Books guests

Based on episode analysis; this does not confirm that the show is currently accepting guests.