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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!

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!

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!

In this episode, top industry trainer and Quality Assurance expert Trey Briggs answers listeners' questions regarding first-call resolution, sentiment scoring, agent morale, and scoring challenges. Trey offers industry-leading solutions based on a unique level of experience, knowledge, and expertise. Check it out!

In this thought-provoking episode, top industry trainer and Quality Assurance expert Trey Briggs discusses how to apply the world-famous Six Sigma management methodology to QA training and scoring to achieve consistent patient-experience excellence. Trey offers industry-leading solutions based on a unique level of experience, knowledge, and expertise. Check it out!

In this thought-provoking episode, top industry trainer and QA expert Trey Briggs breaks down First Principles Thinking, a powerful problem-solving method, and how it can revolutionize quality assurance scoring and training. Trey offers industry-leading solutions based on a unique level of experience, knowledge, and expertise. Check it out!

In this thought-provoking episode, top industry trainer and QA expert Trey Briggs breaks down how scoring without training is a recipe for failure, and how training, not scoring, is the only road to success. Trey offers industry-leading solutions based on a unique level of experience, knowledge, and expertise. Check it out!

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!

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!

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!

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!

In this episode, Trey Briggs discusses the call center industry's denial dynamic regarding the existence of poor-performing agents and how it is holding the industry back from progress.  Check it out!

In this thought-provoking episode, top call industry agent trainer Trey Briggs discusses how a need for continuous coaching is a symptom of a problem and certainly not a solution to one. Trey offers industry-leading solutions based on a unique level of knowledge, experience, and expertise. Check it out!

In this awesome episode, leading call center trainer Trey Briggs discusses the importance of managing protocols with QA, the essential training aspect of keeping call center agents happy, and ideas regarding convincing C-Level executives to invest in training.  Check it out!

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!