Call Center Confidential
- Business · Management
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About
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!
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Recent episodes
- Understanding How AI Digitally Automated QA Scoring Works
- Training AI Agents, Understanding Empathy, Scripts, and Building Rapport
- BCI Training vs. AI Automated Scoring, Including Fees and ROI
- Q and A Pt. 14 - Mediocre Agents, Managing Tone, and Sentiment Analysis
- Q and A Pt. 13 - First Call Resolution, Sentiment Scoring, and Agent Morale
- Applying Six Sigma Methodology to Achieve CX Perfection
- How Seinfeld, Socrates, and Musk Can Save the Call Center Industry
- The Significant Differences Between Scoring and Training
- How to Make Mediocre Agents Great Pt. 6
- How AI Tech Companies Mislead Call Centers Pt. 2