Q and A Pt. 11 - Teaching Empathy, Authentic Tone, Rapport Management, and Accountability in Every Call

Update: 2025-01-17

Description

In this episode of excellent listener questions, Trey Briggs discusses how to help agents who struggle with empathy and being nice, how to allow agents to improvise and sound real, and how to hold agents accountable for excellence in every call. Trey offers industry-leading solutions based on unique training knowledge and experience. Check it out!

Comments

In Channel

Q and A Pt. 14 - How to Ensure Every Agent Is Exceptional on the Phone

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How AI Tech Companies Mislead Call Centers Pt. 2

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How AI Tech Companies Mislead Call Centers

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Why Scoring 100% of Calls Is Not the Answer

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How to Make Mediocre Agents Great Pt. 5

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Study Shows Automated Digital Channels in Decline

2025-04-2413:56

A Training Model Refresh for the Industry

2025-04-1017:31

The Call Center Industry's Denial Dynamic

2025-03-2815:56

Coaching Is a Symptom of a Problem, Not a Solution to One

2025-02-2320:27

Q and A Pt. 12 - Managing Protocols, Happy Agents, and Convincing C-Level Executives

2025-02-2319:57

Q and A Pt. 11 - Teaching Empathy, Authentic Tone, Rapport Management, and Accountability in Every Call

2025-01-1718:03

How to Make Mediocre Agents Great Pt. 4 (A Formula That Guarantees Service Excellence)

2024-11-0720:05

How to Make Mediocre Agents Great Pt. 3 (Misguided Narratives)

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How to Make Mediocre Agents Great Pt. 2 (Accountability)

2024-09-2117:27

How to Make Mediocre Agents Great (Possibilities)

2024-08-1818:03

Throwback 1st Episode from 1/31/22: Call Center Sushi Bar

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The Pitfalls of Digitally Automated Quality Assurance

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Farmer's Dog, Generation Z, and Basic Phone Skills

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Q and A Pt. 10 - AI, robotic agents, different types of calls, different opinions regarding customer service, and improvement concepts

2024-02-2217:42

Q and A Pt. 9 - Empathy, demanding customers, agent turnover, de-escalation techniques, and unique training expertise

2024-01-1820:26

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Q and A Pt. 11 - Teaching Empathy, Authentic Tone, Rapport Management, and Accountability in Every Call

#box-pro-ellipsis-176250753157725{-webkit-line-clamp:2;}Q and A Pt. 11 - Teaching Empathy, Authentic Tone, Rapport Management, and Accountability in Every Call

Q and A Pt. 11 - Teaching Empathy, Authentic Tone, Rapport Management, and Accountability in Every Call

Trey_Briggs

Q and A Pt. 11 - Teaching Empathy, Authentic Tone, Rapport Management, and Accountability in Every Call