• Understanding How AI Digitally Automated Quality Assurance Works
    Nov 14 2025

    In this super-informative episode, top industry trainer and thought leader, Trey Briggs, breaks down how digitally automated QA was developed, how it works, and how companies routinely tell call center executives it includes AI technology when they know it does not. Trey offers industry-leading solutions based on a unique level of knowledge and expertise. Check it out!

    Show More Show Less
    28 mins
  • Q and A Pt. 14 - How to Ensure Every Agent Is Exceptional on the Phone
    Oct 16 2025

    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!

    Show More Show Less
    17 mins
  • How AI Tech Companies Mislead Call Centers Pt. 2
    Oct 13 2025

    In this frank discussion episode, top industry trainer and thought leader Trey Briggs continues to expose the tech industry's deceptive marketing practices aimed directly at call center executives. Trey offers industry-leading solutions based on a unique level of knowledge and expertise. Check it out!

    Show More Show Less
    18 mins
  • How AI Tech Companies Mislead Call Centers Pt. 1
    Jul 10 2025

    In this frank discussion episode, top industry trainer and thought leader Trey Briggs discusses an article by an AI strategist that exposes the tech industry's questionable marketing practices aimed at the call center industry. Trey offers industry-leading solutions based on a unique level of knowledge and expertise. Check it out!

    Show More Show Less
    16 mins
  • Why Scoring 100% of Calls Is Not the Answer
    Jun 20 2025

    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!

    Show More Show Less
    17 mins
  • How to Make Mediocre Agents Great Pt. 5
    May 14 2025

    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!

    Show More Show Less
    19 mins
  • Study Shows Automated Digital Channels in Decline
    Apr 24 2025

    In this future-looking episode, top call center industry trainer and thought leader Trey Briggs discusses an extensive study that concluded that the move to AI-automated digital channels has stopped for two consecutive years, patients and customers overwhelmingly prefer interacting with a live agent, and this preference is growing. Trey offers industry-leading solutions based on a unique level of knowledge and expertise. Check it out!

    Show More Show Less
    14 mins
  • A Training Model Refresh for the Industry
    Apr 10 2025

    In this thought-provoking episode, top industry trainer and thought leader Trey Briggs discusses a pundit's recent call for a current training model refresh for the call center industry, what that would look like, and what it would take for the industry to take this step forward. Trey offers industry-leading solutions based on a unique level of knowledge and expertise. Check it out!

    Show More Show Less
    18 mins