Caffeinated CX: Recent Episodes
David Powers
CX Strategies, Tips, and Tactics for all your Customer Service Needs. Support this podcast: https://anchor.fm/caffeinatedcx/support
Heyyyy!
This weeks episode of CX Riot Radio is a Space Opera Business Fable.
Here is part 2 of my new book Legend of the Five Stars: The Rise of the Sorcerous Maleficum: A Business Fable. You can buy it on Amazon at this link: https://a.co/d/fe4tVMd
Enjoy!
Here's the LinkTree: https://linktr.ee/caffcx
Heyyyy!
This weeks episode of CX Riot Radio is a Space Opera Business Fable.
Here is part 1 of my new book Legend of the Five Stars: The Rise of the Sorcerous Maleficum: A Business Fable. You can buy it on Amazon at this link: https://a.co/d/fe4tVMd
Enjoy!
Here's the LinkTree: https://linktr.ee/caffcx
Some industries carry heavy baggage—plumbing, airlines, used car lots—places where customers often expect the worst. In this talk, we break down how companies in these “bad rep” industries can flip the script and win loyalty through world-class customer experience.
What You’ll Learn in This Episode:
- Why first impressions make or break the service journey
- How to use technology (without letting clunky tools ruin trust)
- The importance of clear communication and expectation setting
- Why technician professionalism and presentation matter as much as skill
- How follow-ups and thank-yous create lasting relationships
- The role of empathy when customers are stressed, frustrated, or in crisis
By focusing on empathy, professionalism, and proactive communication, companies in challenged industries can not only improve customer experience—but completely reshape their reputations.
If you’re in the trades or any business where trust is hard-won, this conversation gives you the playbook to stand out and succeed.
Here's the LinkTree: https://linktr.ee/caffcx
“If evolution is outlawed, only outlaws will evolve.” In this raw 30-minute manifesto, David Powers calls out the state of blue-collar call centers — where they excel, where they lag behind, and why leadership too often ignores their true value. From paper-thin training to duct-taped technology, from fragile morale to inconsistent customer experiences, this episode lays bare the outlaw reality of the trades.
But it’s not just diagnosis — it’s a rallying cry. David delivers a blueprint for evolution: structured onboarding, outlaw coaching cultures, consistent customer flows, proactive communication, tech investment, and a rebrand of the call center as the company’s true revenue engine.
This isn’t corporate lip service. It’s punk-rock CX. If you lead, work in, or depend on a blue-collar call center, this episode is your call-to-arms. The future belongs to the outlaws who dare to evolve.
Here's the LinkTree: https://linktr.ee/caffcx
On this special bonus episode of Caffeinated CX Classic we talk about Stoicism and how Stoic Philosophy can be leveraged in the Contact Center.Why?Stoicism is the best Operating System for your mind, and it can help employees (and yourself) to prevent burnout, especially in stressful situations.https://linktr.ee/caffcx
AI is crashing into the call center with three faces: agent-assist tools that give reps a sixth sense, accent neutralization tech that risks erasing identity, and the all-bot fantasy that can torch trust. In this episode, we cut through the hype and get real about how AI can amplify humans without replacing them, or turning every agent into a soulless robot.
Here's the LinkTree: https://linktr.ee/caffcx
I go inside the world of Offshore Call Centers to show what really happens when we tell agents to “use your other voice.” Fake names. Accent filters. Surveillance wallboards. Abusive callers. Clean dashboards that hide human dents. Destroyed Customer Experience. Wasted Marketing.
If your brand lives or dies on the phone, this is the truth you won’t see in a vendor deck.
What you’ll learn:
Why accent bias + strict scripts crush real customer experience
How KPIs (AHT/CSAT/compliance) get weaponized against agents
The hidden health/talent cost of permanent night shift
How to audit a BPO with receipts, not slides (abuse policy, monitoring, QA, pay ladders, promotion paths)
A simple operating standard: one team, one training, one truth
The “Offshore Pledge” to run starting today
This is blue-collar CX.
Plumbing/HVAC, home services, trades, any shop where the phone is the front door.
Stop masking the problem.
Fix the inputs.
Protect your people. Let pros be pros.
Here's the LinkTree: https://linktr.ee/caffcx
Your QA program is killing your call center, and nobody’s talking about it.
In this episode, I expose the truth about “check-the-box” quality assurance, how it frustrates agents, wastes money, and drives customers away. We’ll break down the outdated KPIs you should ditch, the outcome-based metrics that actually move the needle, and the specific changes that make QA a coaching tool instead of a corporate chore.
Whether you’re running an in-house or offshore call center, this is the blueprint for QA that delivers results for your team, your company, and your customers.
Here's the LinkTree: https://linktr.ee/caffcx
In this episode, David Powers dives into the 2025 Keep Call Centers in America Act, a proposed bill that aims to stop the bleeding of U.S. call center jobs through offshoring and automation.
He breaks down what the bill actually says, why unions love it, why free-market capitalists are skeptical, and what the next five years could look like if it passes.
From patriotism to profit, from AI to accountability, and the validity of this whole thing.
Here's the LinkTree: https://linktr.ee/caffcx
Tech was supposed to make customer service easier. Instead, it buried reps in dashboards, metrics, and burnout. In this episode, we rip into the philosophical roots of modern tech fatigue and how contact center tools went from helpful to harmful. This is a wake-up call for leaders chasing automation at the cost of humanity.
Here's the LinkTree: https://linktr.ee/caffcx
In this episode of CX Riot Radio, we break down how to delegate like a real leader. Not just dump tasks, but build a team that scales with you. If you’re stuck doing everything yourself, burning out, or struggling to trust others to get it right, this one’s for you.
We cover:
The difference between delegation and abdication
Why smart, capable people often suck at delegating
The 4 Zones of Delegation (what to keep, what to pass off)
How to use task-relevant maturity to coach your team right
How real delegation empowers your people and frees up your time for strategy, growth, and leadership.
Whether you’re a new leader, an overwhelmed manager, or someone trying to break into leadership, this gives you the tools to stop bottlenecking and start multiplying.
Here's the LinkTree: https://linktr.ee/caffcx
Dig into how cutting corners in customer service, marketing, hiring, and quality control quietly wrecks your reputation... and your profits.
Learn how to protect your brand, build customer trust, and scale your home services business without compromising your values.
Perfect for HVAC, plumbing, electrical, and blue-collar pros who want long-term growth over short-term gains.
Here's the LinkTree: https://linktr.ee/caffcx
Let's go through the CX Leader side of the State of Customer Experience Report by Genysys. It'll be fun!
Here's the LinkTree: https://linktr.ee/caffcx
Genesys' 2025 State of Customer Experience report came out, so let's give it a gander!
In part 1, we'll look at the consumer side.
For part 2, we'll look at the CX leader side.
So, let's go.
Here's the LinkTree: https://linktr.ee/caffcx
Are companies using AI the wrong way?
Let's explore why replacing employees with AI can be ethically questionable, economically dangerous, and a red flag for poor leadership.
Learn why the future of work should be about augmenting people, not replacing them, and how smart businesses can use AI to empower teams, not eliminate them.
Here's the LinkTree: https://linktr.ee/caffcx
In this video, we tackle the silent profit killer in home services companies: bad data. From sloppy call notes to incomplete job details, “garbage in, garbage out” can wreck your scheduling, drain your profit, and leave your team fighting avoidable fires all day long.
David Powers breaks down why clean, accurate data is the backbone of a thriving plumbing, HVAC, or electrical business — and how to build a culture where everyone, from call center reps to field techs, owns the quality of the information they handle.
You’ll learn practical steps to clean up your CRM, hold people accountable, and stop losing money because of simple data mistakes. If you want fewer callbacks, better customer trust, and real control of your margins — watch this now.
Here's the LinkTree: https://linktr.ee/caffcx
Discover how performance-based pay and gamification can revolutionize your contact center. In this video, we break down why flat salaries kill motivation, and how daily goals, leaderboards, and performance incentives can transform your agents into top-performing customer experience pros.
We’ll cover:
- Why performance pay boosts motivation and retention
- How gamification increases engagement and productivity
- The role of leaderboards and daily quests in contact center culture
- How to link pay to customer satisfaction and drive results
- Real-world strategies for creating a merit-based call center
Whether you're managing a sales-driven contact center or a customer service team, this video gives you actionable insights to improve agent performance, morale, and customer experience.
Here's the LinkTree: https://linktr.ee/caffcx
In this episode, we dive headfirst into the brutal reality of leading and hiring in a fast-paced, ever-changing plumbing call center. If your company suffers from shiny-object syndrome and corporate whiplash, this one’s for you. Learn how to build a team that thrives in chaos, how to coach those who struggle with constant change, and the mindset every agent and leader needs to succeed.
Here's the LinkTree: https://linktr.ee/caffcx
Another blast from the past, but still very relevant today :)
Here's the LinkTree: https://linktr.ee/caffcx
Are you just answering phones… or are you driving revenue, loyalty, and reputation every single call?
In this episode, we break down the real difference between being a Human Formfill and becoming an Opportunity Maker. This is a wake-up call for frontline reps in plumbing, HVAC, and home services who are ready to LEVEL UP.
Learn how to:
✅ Build instant rapport
✅ Create massive value in seconds
✅ Turn tough calls into booked jobs
✅ Represent the brand like a pro
✅ Drive revenue with emotional intelligence
If you’re sick of being average and ready to become the rep customers ask for by name, this is for you.
Here's the LinkTree: https://linktr.ee/caffcx
Let's break down why your call center is the hidden engine of your business—and why ignoring it is costing you serious money.
You’re spending thousands on marketing to generate leads, but those leads are only as good as the team answering your phones. This episode dives into:
✅ The real ROI of customer service✅ How the call center drives customer loyalty and repeat business
✅ What happens when your frontline team is undertrained or undervalued
✅ The shocking lifetime value you're losing with every missed or mishandled call
✅ Why cutting customer service during slow seasons is a long-term business killerWhether you’re a business owner, GM, or operations leader in the trades—this message is for you. It’s time to protect, invest in, and elevate your call center. Because it’s not just about bookings—it’s about building a brand customers trust for life.
In this 10-minute power talk, we break down why automating or outsourcing your customer experience can destroy your brand if you’re not careful.
Your call center isn’t a cost center, it’s the heartbeat of your business.
Whether you're keeping it in-house or partnering with an outsourced team, this is your reminder: don’t hand off what makes your company human. Watch this if you care about protecting your reputation, delivering real service, and building a culture that customers and employees believe in.Here's the LinkTree: https://linktr.ee/caffcx
Let's pretend that you're taking on a team of Dispatchers as a supervisor or manager. You are tasked in creating a scorecard for individual dispatcher performance, and since attendance has been a bit of an issue, an attendance policy that is firm but fair.
This episode of CX Riot Radio walks you through creating both.
Here's the LinkTree: https://linktr.ee/caffcx
A Blast from the Past:
Everyone, regardless of career path should spend one year (at least) in a customer-facing position.
Starting at a new company? Spend a few days or weeks in their customer service department to take the pulse of the company.
In most companies, the further you go up the chain of command, the further away from the customer you get. This can lead to bad business decisions.
Anyway, enjoy!
Here's the LinkTree: https://linktr.ee/caffcx
Let's talk about customer experience in the World... of Warcraft.
Classic, to be specific.
Video reacted to: https://youtu.be/ENfygNM1Ev4?si=r35gbf7E95juWaZm
Here's the LinkTree: https://linktr.ee/caffcx
Traditional call center management is broken—micromanagement, meaningless KPIs, and top-down leadership kill employee morale and customer experience. This episode flips the script, advocating for servant leadership where managers serve their frontline teams, not control them.
Let's explore how empowering employees leads to better customer satisfaction, retention, and loyalty. Inspired by punk rock culture, this leadership approach rejects rigid hierarchy in favor of collaboration, trust, and frontline decision-making.
Key takeaways include:
Ditch micromanagement—trust your team to solve problems.
Lead from the trenches—understand what your employees go through.
Focus on EX to improve CX.
Empower agents with training and autonomy to create standout service.
If you want a high-performing call center with low turnover and killer customer experience, you need to serve your team first. No gods. No managers. Just leaders who give a damn.https://linktr.ee/caffcx
In today’s workplace, being data-driven is essential—but too many leaders weaponize data instead of using it to empower their teams. In this video, we’ll break down how to balance analytics with emotional intelligence, making data work for your people, not against them.
🔥 What You’ll Learn:
✅ The power of data-driven decision-making 📈
✅ The dangers of weaponizing metrics 🚨
✅ How to use KPIs and performance data to coach, not punish 🎯
✅ Why empathy and emotional intelligence matter in leadership 💡
✅ Best practices for data-driven coaching and feedback ✅
The LinkTree: https://linktr.ee/caffcx
Are you overcomplicating your call center operations? In this video, I break down how to run a small, lean, and highly effective call center for a plumbing, HVAC, or trades business—without the bloated tech stack or unnecessary complexity.
✅ Why a massive tech stack slows you down
✅ The smallest viable tech stack you actually need
✅ How to balance efficiency with great customer service
✅ The dangers of running too lean—and how to avoid them
✅ A step-by-step blueprint to streamline your call center
If you’re a call center manager, supervisor, or business owner, this is your playbook to booking more jobs, increasing revenue, and delivering a better customer experience—while keeping operations lean and efficient.
🔔 Subscribe for more call center and customer experience strategies!Here's the LinkTree: https://linktr.ee/caffcx
LinkTree: https://linktr.ee/caffcx
Let's talk about coaching.
A lot of people have a negative association with the word, as a lot of the time, coaching is reserved for when an employee screws up.
In fact, a lot of the time, employees only talk to a supervisor when they messed up, and that's pretty messed up if you ask me.
Oh well, let's talk about it.
Everyone talks about how call center agents need to be fast, efficient, and have a sense of urgency—but what about team leads and supervisors?
The truth is, they need all that and more.
A great call center supervisor isn’t just keeping an eye on KPIs; they know exactly what's happening on the call floor at all times. They’re aware of call queues, agent performance, and customer needs in real time. They have deep company, service, and product knowledge—and they can answer agent questions immediately without irritation or hesitation.
If you’re leading a call center team, ask yourself: Are you moving as fast as your agents? Do you have the knowledge and awareness to make real-time decisions?
In this episode, we break down what it really takes to be an elite call center supervisor.
🔹 Topics Covered:
✔️ The must-have skills for call center supervisors
✔️ Why speed & urgency apply to leadership, too
✔️ How to stay on top of queues, agent needs, and customer demands
✔️ The difference between managing and leading in a high-pressure environment
If you're serious about dominating in call center leadership, this episode is for you.
📢 Don’t forget to like, comment, and subscribe for more insights on call center performance, leadership, and customer experience!
Here's the LinkTree: https://linktr.ee/caffcx#customerexperience #customerservice #callcenter #careergrowth
istg empathy statements were created by a sociopath or a lazy QA manager. They're awkward, they're clunky, they're unnatural, and real people don't talk like that.
So, what's the best way of showing you care and understand the customer?
Fixing their issue, whatever it might be.
Fix it, fix it quick, and fix it right.
Boom. Headshot yo.
But empathy statements?
This is one of those things that sounded like a good idea, and stuck.
Like the SLA of 80/20. Nobody knows why that became the standard, but it's probably because it sounded like the Pareto Principle, and people like to feel smart. That's okay.
here's a link to the LinkTree: https://linktr.ee/caffcx
On this very after school special episode of CX Riot Radio, we dive deep into the....
We talk about the Power List and Time Blocking. Mostly we talk about Google Calendar. Because without systems, life is chaos, and chaos leads to rotmaxxing. At least for me. I don't really like rotmaxxing (lie), and I doubt you do either. Rotmaxxing does not make for a good life (truth), and we must fight against it... with Time Blocking! Yeah!
Here's the link to the merch store: https://cx-riot-radio.printify.me/
Here's the LinkTree: https://linktr.ee/caffcx
Hi guys!
Today's episode is about the people who 'figure it out' at work with little direction, and the people who need detailed SOPs, manuals, walkthroughs, and flowcharts. One is not inherently better than the other, they're just different working styles, and both need distinct management techniques. Also, you can't get mad at people who underperform that you haven't coached, trained, or set clear expectations for, that's stupid and you should feel stupid for that.Bye, I love you! Merch Store: https://cx-riot-radio.printify.me/LinkTree: https://linktr.ee/caffcx
Most people settle for "good enough."Why?
Let's break down why excellence needs to be a daily activity.
If you want to lead, inspire, and dominate in your industry, it's time to stop making excuses and start executing.
LIKE, SUBSCRIBE, and drop a comment: What does excellence mean to YOU?
Hi! This episode is kind of rambling, no script or notes, just pure tiktok diagnosed adhd core to be honest, but I talk about running remote teams and how it can be easier than running a raiding guild in world of warcraft. So, come hang out in my garage, have a coke and a smile, and let's talk about it.
Focus. Mindset. Clarity. Action. These are the things that will catapult you to excellence. Create systems and checklists WITHOUT being too rigid, and execute with the end result in mind.Welcome to Season 3 of CX Riot Radio.Merch: https://cx-riot-radio.printify.me/products
Books: https://caffcx.blogspot.com/p/cx-riot-radio-books.html
Let's talk about disengaged employees, and employee experience as a whole, shall we? Get my books here: https://caffcx.blogspot.com/p/cx-riot-radio-books.html?sc=1734299613164#c2961070775492899015Buy my merch here: https://cx-riot-radio.printify.me/productsHere's my linktree: https://linktr.ee/caffcx
Sorry about my voice, I have a slight cold.
But let's talk about leadership anyway, specifically call center leadership. The good, the bad, and the ugly. Enjoy!
Are we heading towards an abyss of shadow, decay, and void of our own creation?
Are we striving to make life worse for people?
Maybe.
The day after Thanksgiving is the busiest day for plumbing companies, and this year they NEED it.
https://cx-riot-radio.printify.me/products
After life punches you in the face with a break up, a job loss, or even just a bad call with a jerk customer, will you use it to become better, or will you allow it to make you bitter and jaded? The choice is yours. But one choice is... better...MERCH: https://cx-riot-radio.printify.me/products
A lot of the time, QA is a boring binary mess that doesn't show the whole picture.
AI QA Scoring that only goes off of transcripts is even worse.
A call may check off all the boxes, but does that make it a good call?
No.Buy my stuff.Merch: https://cx-riot-radio.printify.me/productsLinkTree: https://linktr.ee/caffcx
Balancing Empathy and Efficiency is the name of the game.LinkTree: https://linktr.ee/caffcxMerch Store: https://cx-riot-radio.printify.me/products/1
Welcome to a Very Special After School Episode of CX Riot Radio, where we discuss why and how leads have changed in the last year.
Gone are the plethora, the over-abundance, the torrent is drying up, and my friends, we have to go hunting again.
But that's okay.
It's simple.
Yeah, it's hard to do, but that doesn't mean it's not simple.
You just have to accept the paradigm shift.
Merch Store: https://cx-riot-radio.printify.me/products/1
LinkTree: https://linktr.ee/caffcx
All 5 Videos from this years CSW... now in AUDIO FORM. Yessah.
LinkTree: https://linktr.ee/caffcx
OTTER: https://a.co/d/21ngqwO
My Ko-fi Page (Sadly Neglected): https://ko-fi.com/caffeinatedcx
This might be the longest episode yet, technically. But it's NOT because this is just 5 videos strung together because I ran out of time (overslept) and couldn't record new content.
I'm sorry. I still love you.
Save costs without sacrificing your CX, your revenue, or your reputation with these tips. Please Note: ONLY if you have to.
Flexibility makes business sense.
Not putting all of your eggs in one basket is an incredibly realistic and necessary tactic.
Yeah, cool, you want all of your people in one office.
Squeezed together like sardines, all breathing the same air, all getting the same virus, all smelling whatever fish that Greg just nuked in the microwave.
Screw you, Greg.
But... what happens when the power goes out? What happens when the internet goes out? And it's out for HOURS?
What do you do then?
Well... if you operated Decentralized Locations, it wouldn't even be a factor.
The company wouldn't have to shut down.
The business could keep going.
Productivity wouldn't be wasted.
But, oh no. You had to have everybody be in one place because of 'collaboration', even though you damn well know it's really to justify paying corporate rent.
Eh, it is what it is.
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Part 3 of the Botification of the Human Customer Service Agent Series. Yeah.
Buy my books and stuff.
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In nearly every study and survey, consumers are saying they still want to talk to human beings for customer support. This gets even more true with older customers.
So why are so many companies ignoring their customers' wishes and implementing AI voicebots and self-serve options OVER human customer service?
Why are so many companies turning their human support agents into living formfills and verbatim scripted machines?
We all know the true answer, but is that answer good enough?
Let's talk about it in today's episode of CX Riot Radio
https://linktr.ee/caffcx
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Are you turning your human agents into chatbots?Why?Part One of The Botification of Human Agents, from way back in 2021.
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Are you a victim of outdated tech and outdated policies?
Do your employees have to toggle multiple screens to assist ONE customer?
Are you afraid of Automation?
Well, you've come to the right episode.
Let's bring you into the present... or maybe... maybe a little into the future. OTTER BOOK: https://a.co/d/4uWDkEfLINKTREE: https://linktr.ee/caffcx
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Here is the whole book. Read by me.You can buy the book here: https://www.amazon.com/Steel-Soul-Journey-Customer-Centric-Enlightenment/dp/B0CGTT8FT3/ref=monarch_sidesheet_imageEnjoy!https://linktr.ee/caffcx
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Well met seekers of wisdom and warriors of the business realm! On this episode of CX Riot Radio we dive deep into the art of execution and time management, drawing powerful parallels between the epic quests of MMORPGs like World of Warcraft and the challenges of leading in the modern business world. Just as a fury warrior spams execute in the heat of battle, we'll explore how you can unleash focused, decisive action to conquer your business goals.
We'll journey through the importance of setting clear objectives, managing your resources wisely, and leading your team like a seasoned raid leader.
Join us as we weave together fantasy and reality, forging a path to victory in both realms. The adventure awaits—let's spam execute together!https://linktr.ee/caffcx
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On this episode of CXRR (CX Riot Radio) we talk about how to make your trainings, your coachings, and your knowledge base more fun, more engaging, and more interactive.
Because why wouldn't you want that?
Buy my books.
https://linktr.ee/caffcx
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Nostalgia is back, boys
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Did you know that right off the bat, without even adding anything else to the day, your contact center agents are facing a nearly 10% DROP in productivity? It's true!
Tab dancing, switching systems, and loading programs takes up to 10% of productivity AWAY, and that's before adding in handicaps like slow computers, shoddy internet, and fragmented knowledge bases.
Here's what you can do to mitigate some of the toggle tax that we MUST all pay.
"Nice try fed, I'm still not paying my toggle taxes!"
https://linktr.ee/caffcx
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We go through CMP Research's 2024-2025 Customer Contact and CX Functions Benchmark Report thing that conveniently landed in my inbox this morning, granting me content, and contentment. Thanks CMP! (CMP stands for Customer Management Practice... NOT Central Maine Power IFYKYK)
Self Service and cost cutting are all the rage these days, giving credence to Andrew Yang's 2020 Presidential run. According to Goldman Sachs (a VERY trustworthy source) over 300 jobs will be replaced by AI and automation by 2030. 2030 is not a flung off future date. It's in 5 and a half years. So, what are we doing about? Looks like we're heralding it in, take our jobbies AI Overlords! It is what it is, I guess. Here's a link to see more stuff: https://linktr.ee/caffcx
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You know when you put your email and slack notifications on your watch, and after awhile they lose their urgency because they're CONSTANT?
Well, the same thing can happen when you're handling customer complaints, especially if nothing is being done on the backend to prevent the most frequent kinds of complaints from happening in the first place.
That's what this episode is about, if you didn't catch that.
https://linktr.ee/caffcx
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Prices are at record highs, quality is at record lows*, portions are at record smalls(?), and sales are at record levels. What the f#$%?
Everybody complains about fast food, the prices, the customer service, the food itself, and yet 80% of Americans eat fast food at least once a week.
What's up with that?https://linktr.ee/caffcx
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"This is not going to go the way you think." -Luke Skywalker
A non-profit that helps people with eating disorders fires all of their staff and replaces them with a chatbot named Tessa. The results can be summarized with the following phrase: "lol. lmao, even."LinkTree: https://linktr.ee/caffcx
NY Post Article: https://nypost.com/2023/05/31/eating-disorder-helpline-fires-ai-for-harmful-advice-after-sacking-humans/
--- Support this podcast: https://podcasters.spotify.com/pod/show/caffeinatedcx/support
On this episode of CX Riot Radio, we delve into the dynamic world of revie... just kidding.
We talk about how important it is to reply back to your customer reviews in a timely manner, what you should say, and how you should say it (ie; don't have your responses be SEO gibberish).
All that and more on this exciting episode of CX RIOT RADIO
Article Referenced: https://www.cxtoday.com/voice-of-the-customer/2024-online-review-trends-75-trust-reviews/
Next In Queue Espisode Mentioned: https://youtu.be/SjswyMhuFX0?si=2qS9HdFfAMTFUcWz
LinkTree: https://linktr.ee/caffcx
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I love acronyms, don't you? Of course you do.
We all do.
Especially ones that work and make sense.
SPARK is all you need to improve your Customer Experience. If someone says different, they're trying to sell you something. (No offense SaaS frens)
https://linktr.ee/caffcx
--- Send in a voice message: https://podcasters.spotify.com/pod/show/caffeinatedcx/messageSupport this podcast: https://podcasters.spotify.com/pod/show/caffeinatedcx/support
On today's episode of CX RIOT RADIO we go to the swamps of Glassdoor and ask the question: "Are we in a white collar recession?"
Well, are we?
Are the job reports being sent out every month accurate?
How are we, as CX Professionals and a community, helping our employees and customers get through this latest wave of economic uncertainty?
https://linktr.ee/caffcx
The Blue Collar Call Center: https://a.co/d/hsw66NS
The Blue Collar Call Center: Rebuttal Field Manual: https://a.co/d/7ki5dWh
Steel & Soul: A Journey of Customer-Centric Enlightenment: https://a.co/d/d9FjSZz
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On this episode of CX Riot Radio we talk about how we should use AI in our businesses. Let's discuss it.
https://linktr.ee/caffcx
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were the cyberpunk authors of the 80s and 90s right? Are we heading into a dystopian hellscape of no jobs and megacorps running off of hubris, fear, and cold calculating AI automation while the elites party and the poor starve in drug-addled squalor? What can we do to prepare for the next industrial revolution? Is there anything we CAN do?
Businesses are gonna do what businesses have always done, and if they can do something faster and cheaper, why wouldn't they cut overhead expenses? It's not even a moral issue, it's a 'it is what it is' issue.
This episode of CX Riot Radio explores that.
https://linktr.ee/caffcx
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On this episode, I talk about the challenges of returning to the office (RTO) and how we can minimize culture rot during this transition. With many employees frustrated and angry about being forced back into the office, it's crucial to handle this shift correctly to maintain a positive work environment. I'll cover actionable steps for executives to follow, including transparent communication, finding flexibility within rigid frameworks, fostering organic social connections, and recognizing employee contributions. I'll also discuss how leadership can set the tone by leading by example. Let's face this challenge head-on and come out stronger together.https://linktr.ee/caffcx
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In this episode of CX RIOT RADIO we dive deep into what Trades companies need to do to modernize CX for the current age.
There's a running joke that the trades are 10 years behind when it comes to adoption of tech, and yeah, I've seen that. There's some outliers, of course but that's usually because of one or two individuals who have championed the cause and brought the rest of the company into [current year].
I get it, it can be expensive. But it doesn't have to be. Especially if you weigh costs by your average ticket. Should you do that? I dunno, I'm not a CFO, but it makes sense to me.
Here's the LinkTree if you care to take a glance: https://linktr.ee/caffcx
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In this episode of CX Riot Radio we go into Customer Science and after a brief introduction of what the frick it is, we talk about how you can implement in your small to medium business.
This is a introductory episode on the subject, to whet your appetite. To make you hunger for more. To make you shiver with anticipa...tion.
Anyway, here's the link to the article by Colin Shaw: https://beyondphilosophy.com/what-is-customer-science-is-this-the-next-wave-of-change-2/
And here's the LinkTree for all your other needs: https://linktr.ee/caffcx
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in this episode of Caffeinated CX we talk about customer feedback, and more specifically, customer reviews. what they're good for, what they can be used for, what to do with 1 star reviews, and why you should get as many 5 stars as possible. Yeah!
https://linktr.ee/caffcx
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hey! on this episode of Caffeinated CX we talk about the ROI of great customer service and customer retention/loyalty. It's a doozy!
https://linktr.ee/caffcx
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welcome to the first episode of season 2 of Caffeinated CX.
Today, we're going to be talking about spaghetti, and why spaghetti should a reason to have some compassion and empathy for your customer base.
It'll make sense, I promise.
https://linktr.ee/caffcx
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For today's episode we go back to Coffee With Dave, which was Caffeinated CX before Caffeinated CX was a thing.
Enjoy!
Don't worry, new episodes coming soon.
https://linktr.ee/caffcx
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Customer service is often one of the toughest jobs out there. Just think about those chaotic Black Friday videos where people get trampled for a TV. Even though things might have calmed down, the treatment of customer service staff remains a big issue. They often get treated poorly by customers and even by their own leadership teams. This needs to change.
Caffeinated CX is all about improving this situation. By focusing on employee experience, we can enhance the customer experience. As Richard Branson says, 'Put your customers second.' This means that if you take care of your employees, they will take care of your customers.
There are different types of companies when it comes to customer service. Naive companies don't care about customer service, while transactional companies see customers as just a paycheck. Enlightened companies understand the importance of good customer service but might struggle to implement it. Natural companies, on the other hand, prioritize the customer in everything they do.
We need to shift our culture to respect customer service and frontline employees more. There's nothing wrong with serving others, and these roles are incredibly important. So, let go of your ego and start valuing customer service for the vital role it plays in every company.
Here's the LinkTree: https://linktr.ee/caffcx
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On this episode of Caffeinated CX we talk Contact Center Team Leads and just how important they are to your call floor (hint: they are one of the pillars that keep it up and stable... if the Team Lead program is done right). From weekly to daily tasks, to coaching, to what metrics they should be held to this episode covers it all. Enjoy! Also we check out Suno.aiBattle Against the Cyber Dragon of Kahlereth (Power Metal Album made with Suno): https://youtu.be/qEhHPDaUnWMhttps://linktr.ee/caffcx
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It's time to stop doing what your customers hate. Long hold times? Leave it in the past!
Having to transfer customers between multiple agents or departments? Throw that in the trash where it belongs.
Junk fees? Junk fees get tossed back into the same dumpster fire that they somehow crawled out of.
It's about making it easy for your customers to do business with your business. About making it convenient for the customer and not just convenient for YOU. https://linktr.ee/caffcx
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First published in March of 2021, we talk about the phrase "I don't know" and why to never ever ever ever ever say it to a customer.
Song: "Black Coffee" by Black Flag
Beard looks pretty good in this.
https://linktr.ee/caffcx
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Buy me a coffee if you'd be so kind: https://ko-fi.com/caffeinatedcx
In this episode of Caffeinated CX we talk KEY PERFORMANCE INDICATORS or as we lovingly call them... KPIs.
Specifically, we talk about which ones make the most sense to track religiously in a Blue Collar Call Center.
Coincidentally, that's the name of my book! And it's follow up/addendum/add-on/extension: The Blue Collar Call Center: Rebuttal Field Manual, but that's not important right now. What is important is knowing what KPIs to track.
And that's what this episode is about bro.
https://linktr.ee/caffcx
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Buy me a coffee: https://ko-fi.com/caffeinatedcxDoes CX need to be regulated by Big Brother or Daddy Government?I go through this article https://ryanadvisory.com/ballot-box/ by the Ryan Strategic Advisory and find out.The simple answer is: you first Big Daddy Government, you first.If it didn't take me a day and a half to reach someone at LITERALLY ANY GOVERNMENT SERVICE I would take this kind of overstep a little bit more seriously.Plus a mini-rant against outsourcing. Yup, making friends with this video.Peter Ryan's LinkedIn: https://www.linkedin.com/in/peter-ryan-montreal/Check out the Caffeinated CX Linktree: https://linktr.ee/caffcx
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Hi! In this episode of Caffeinated CX we talk about the 4 Must-Haves in your call center training curriculum.
- Soft Skills
- Sales Skills
- CRM Skills
- Company and Service Knowledge.
Don't have these? Get these.
https://linktr.ee/caffcx
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Why are video games getting so expensive now?
It's not just the single time purchase, either.
It's the DLC, the Battle Passes, the micro-transactions, etc etc etc.
But why?
Well, obviously it's about the money, and not the customer.
Sad.
Let's talk about it.
https://linktr.ee/caffcx
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Yeah, I get it. AI and Automation are the shiny new(ish) toys on the shelf in CX, and people have been shouting their amazingness for a few years now as a cost cutting method that can replace your staff and reduce your overhead.
What if I told you it wasn't that simple?
Because it's not...
https://linktr.ee/caffcx
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In this episode of Caffeinated CX we talk about the need, the necessity of top grading your call center and why you want more Oars than Anchors.
What does that mean?
Watch the episode. Jeesh.
https://linktr.ee/caffcx
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On this episode of Caffeinated CX we talk about how EVERY CALL IS A SALES CALL. No, this isn't about being a sleazy salesperson, this is about providing VALUE and SOLUTIONS to augment the Customer Experience (and to increase revenue).
A lot of contact centers require upselling or cross-selling or both, but the training is usually awful, done by trainers who haven't been in the trenches in years.
Most upselling and cross-selling videos on YouTube are done in the context of cold calling, which isn't what we're about.
This is about augmenting your product or service in ways that will 100% help the customers out.
I use the context of a plumbing or HVAC call center, but this is easily applied to any other service company out there.
Always ask. Always offer.
Don't be hesitant. Don't be scared.
Just go.
https://linktr.ee/caffcx
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Originally released on Dec 30, 2021 here is a small rant about how dumb CSAT is, and what you should measure instead. Yeah.
https://linktr.ee/caffcx
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So, how do you coach people so they don't hate coaching?
How do you coach people so YOU don't hate coaching?
Watching this episode of Caffeinated CX is a good start.
https://linktr.ee/caffcx
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On this episode we talk about why you and your company should be just as much of a household name as Mario, Mickey Mouse, Apple, World of Warcraft, and the Crimson Ghost.
BE OMNIPRESENT
https://linktr.ee/caffcx
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In this episode of Caffeinated CX, we try to unravel the reasons why CX has failed so hard in the last year, in the last decade really.
We delve into shocking statistics, dissect industry challenges, and unveil powerful solutions for a 10X transformation for your CX and CC.
Embrace a customer-centric mindset, prioritize employee well-being, leverage cutting-edge tech, and humanize every interaction. It's time to rewrite the rules and sculpt a future where exceptional experiences redefine success!
https://linktr.ee/caffcx
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Join us on an adventure as we draw parallels between RPG gaming and conquering Key Performance Indicators (KPIs) in the contact center!
Discover how frontline agents, QA teams, supervisors, and team leads mirror DPS, Healers, Crowd Control, and Tanks, navigating through quests such as First Call Resolution, Average Handling Time, and Call Quality Scores.
Learn strategies to gamify targets, collaborate like the ultimate RPG party, and turn setbacks into opportunities for epic victories. Embrace the RPG spirit and transform your contact center into a realm of triumphs!
https://linktr.ee/caffcx
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In this episode of Caffeinated CX, we delve into the vital essence of call center success. Highlighting the undeniable importance of focusing efforts on top performers, nurturing middle achievers, and making tough yet crucial decisions regarding underperformers.
Discover why even tripling the performance of struggling agents pales in comparison to the impact of cultivating excellence within the team.
Join us to understand the metrics that matter and the necessity of redirecting resources for optimal results.
https://linktr.ee/caffcx
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In the first part for the CCL (Contact Center Leadership) series we're doing on Caffeinated CX, we talk about Leadership Capital. How to earn it, how to spend it, and how to waste it.
https://linktr.ee/caffcx
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Let's talk mindset and personal and professional growth.
Before there was Caffeinated CX, there was Coffee With Dave, a weekly talk I gave to my peers at Rooter Hero Plumbing & Air.
Here is one of my favorites, "as a dog returneth" and it's about how fools return to their folly.
Let me know if you want more (or less) content like this and I can make it happen, these were fun.
https://linktr.ee/caffcx
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Heya! It's me, Imoen.
Not really.
On this episode of Caffeinated CX we cover the 4 Pillars of a Blue Collar Call Center.
These pillars are:
- Customer Experience
- Booked Leads
- Field Support
- Culture
Let's talk about it.
https://linktr.ee/caffcx
customerexperience #customerservice #plumbing
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The day after Thanksgiving, a day for shopping for some, the horrible clean up of family feasts gone to ..... for others.
In the trades, the day after Thanksgiving is known as BROWN FRIDAY, where the phones are blowing off the hook (that's an old outdated expression), the customers are panicked, and Uncle Buck is sitting in the corner embarrassed because his gluttony caused the bathroom to blow up.
Not to mention Aunt Sally put all the potato peels down the garbage disposal, but you know what?
That's our Aunt Sally for you.
https://linktr.ee/caffcx
brownfriday #customerexperience #customerservice
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A special treat from the archives: m a g i c w o r d s with a little help from our special friend. https://linktr.ee/caffcx
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On this bonus episode of Caffeinated CX, we dive into the world of customer service burnout and how companies can dominate it.
We cut through the fluff to reveal tactical strategies for combatting burnout in call centers.
From embracing remote work to personalized wellness initiatives, we provide a game-changing guide that's not just for individuals but for the success of the entire organization.
It's time for companies to own up, face the demons, and ensure their warriors thrive in a burnout-free environment.
https://linktr.ee/caffcx
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In this episode, we're breaking down the ultimate secret to customer loyalty – reducing effort. We'll uncover the hardcore truth supported by data from the Harvard Business Review and insights from "The Effortless Experience." Discover how industry giants like Amazon and Chick-fil-A have mastered this game. Plus, learn the battle-tested strategies to obliterate customer effort in your business: fully staffed voice channels, ruthless chatbots, and self-service ordering. Get ready to level up your customer loyalty game!
https://linktr.ee/caffcx
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Let's explore the key pillars of a customer-centric approach. From personalization and understanding customer isolation we learn how to build more than just a business – a community. Join us as we dive into the essence of empathy, support, and meaningful connections in the world of customer experience.https://linktr.ee/caffcx
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In this episode of Caffeinated CX, we explore the critical role of 5-star Google reviews in the plumbing and HVAC business. We learn how these reviews impact credibility, visibility, and customer trust. We also delve into the strategies for consistently getting these rave reviews from your customers and the significant benefits they bring to your business and your service technicians. Discover how 5-star reviews are not just a metric but a path to dominance and excellence in your industry.
customerexperience #fivestarreviews #googlereviews
https://linktr.ee/caffcx
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Occupy Wall Street failed for much the same reasons the Star Wars Sequel Trilogy failed.
Since 2011 the gulf between the rich and the poor has increased, we've entered into what many are calling a "silent depression", more jobs are being lost to offshoring and automation, 18 and 19 year old's are being brainwashed to take on tens of thousands if not hundreds of thousands dollars worth of debt, and the establishment is stronger than ever.
Since 1978, the CEO compensation among America's 300 biggest companies has increased by 1,460% while the average worker's pay has gone up by only 18% (both adjusted for inflation.)
Tent cities are everywhere.
Gas is $6 a gallon in Los Angeles.
People are working three jobs to make ends meet.
All of these things escalated since Occupy Wall Street.
But because of the lack of leadership, lack of clarity, and lack of vision nothing like it has formed since.
If you stand for everything, you stand for nothing.
https://linktr.ee/caffcx
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Sup boys and girls? On this episode of Caffeinated CX we talk about our Stakeholders, and how they are just as important if not more so as your Shareholders.
Who are the Stakeholders? Your employees, your vendors, and your community. Boom.
https://linktr.ee/caffcx
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Happy Customer Service Week, everybody!
Here is how we rung in the Week at Rooter Hero Plumbing & Air! Here is the HeroCX Framework.
Enjoy!
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In this episode of Caffeinated CX we rant about the injustice of cutting customer service jobs when companies face challenges. Discover why this practice is not only wrong but detrimental to long-term success and human dignity. Join the fight against outsourcing and stand up for the unsung heroes of your business—your customer service representatives!
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Welcome to 4th Quarter and Welcome to Customer Service Week 2023!! Here we lay out the HEROCX Framework.
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Here's a Speech I wrote to kick off Customer Service Week 2023.
What are you doing to celebrate?
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In this episode of Caffeinated CX, we read the Forrester CX Index report (free version lol) on the state of CX in 2023. With no surprise, it's awful. Let's dissect it.
https://www.forrester.com/blogs/us-cx-index-2023-results/
Here's the LinkTree: https://linktr.ee/caffcx
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On this episode of Caffeinated CX (episode 154... 😲) I sat down with John Akhoian, the founder of Rooter Hero Plumbing & Air and friend to the show.
We talked Customer Experience in the trades, creating a Company Culture, and Leadership in one of, if not the largest privately owned Plumbing company in the Republic of California.
Links:
The CaffCX LinkTree: https://linktr.ee/caffcx
Rooter Hero Plumbing & Air: https://rooterhero.com/
John's LinkedIn: https://www.linkedin.com/in/john-akhoian/
John's Books: https://rooterhero.com/books
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On this episode of Caffeinated CX we dive into the world of plumbing and other trades companies and how they can excel in the modern business landscape. Discover inspiring stories of customer interactions that turned into remarkable opportunities and learn valuable strategies for fostering strong customer relationships. Explore the importance of embracing the customer-centric shift in the plumbing industry and gain insights into handling negative feedback while maintaining a positive brand image. Join us on this journey to prioritize long-term customer relationships and success.Here's the LinkTree: https://linktr.ee/caffcx
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On this episode of Caffeinated CX we talk about hiring members for your Customer Service Team off of their EQ (Emotional Intelligence Quotient) and their CQ (Control Quotient). Why is it important? Which is more important?
We turn to the pages of the Effortless Experience to see.
LinkTree
Steel & Soul
The Blue Collar Call Center
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On this episode of Caffeinated CX, we dive into the first pillar of the CAFFEINATED Framework, the Communication Crucible which, if done right will bring your business and your customer service to new heights, heights never dreamed of before.
Yeah.
Here's the LinkTree: https://linktr.ee/caffcx
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On this episode of Caffeinated CX we're delving deep into the world of customer experience like never before. Get ready to be inspired as we unravel the importance of unyielding training for your Customer Service Department. From mastering skills to crafting unforgettable service, we'll explore how this relentless pursuit of excellence not only transforms your customer interactions but also sparks a domino effect across your entire business.
We discuss how important it is for your training material, your trainers, your Team Leads, and your supervisors to all be in alignment. If they're not, you are DOOMED.
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We reach down into the archive for this gem of an episode. Enjoy the beginning of Caffeinated CX, where it was an offshoot of Coffee With Dave, an internal video series for Rooter Hero Plumbing & Air
Here's the LinkTree!
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In this episode of Caffeinated CX, we tackle the frustration of repeating ourselves during calls and the importance of empathy in customer service. Discover why getting worked up over simple questions isn't worth it and why ego has no place in exceptional service. It's time to flip the script, treat everyone with respect, and turn each call into an opportunity to make a positive impact.
Here's the LinkTree
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In this episode of Caffeinated CX, David introduces the concept of the Compassionate Meritocracy Emphasizing the importance of high standards and human compassion, he explains how this approach fosters a positive and supportive workplace culture. Discover how the call center thrives on excellence while remembering the humanity of its employees, creating a dynamic and fulfilling environment for everyone.
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On this episode of Caffeinated CX, we talk Leadership, Company Values, and Culture with the reminder that leadership is not just a title; it's a responsibility to be the living embodiment of our values. Leading by example builds trust, the currency of leadership. Everyone in the company has a role in shaping the culture through consistent actions that align with the shared beliefs and principles. By living and breathing the values, the tribe becomes an unstoppable force, leaving a lasting legacy for generations.
https://linktr.ee/caffcx
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In this episode of Caffeinated CX, we dive deep into the world of call centers and explore the game-changing benefits of performance pay and gamification. Drawing inspiration from the legendary game World of Warcraft and others, we'll uncover how these strategies can supercharge your call center's productivity, motivation, and customer experience. Get ready to unleash the inner warriors, mages, warlocks, and paladins within your agents and take your call center to new heights!
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On this episode of Caffeinated CX we delve back into the shadowy depths of the Customer Service Subreddit on... Reddit where we take a look at why some companies force their chat customer service agents to use expander macros, copy/paste responses, and templates when they could just get a Chatbot.
Please note, this is not an argument for Chatbots.
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In this Espresso Shot (It's a double shot): we explore the essential role of empathy and emotional intelligence in customer service. We delve into how call center agents and leaders can cultivate these qualities to enhance customer interactions. The episode highlights the significance of empathy as a bridge to customer satisfaction and emphasizes the power of emotional intelligence in handling challenging situations. Practical tips and strategies are provided for improving empathy and emotional intelligence, along with guidance for call center leaders on fostering a supportive environment.
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Welcome to Caffeinated CX, where we delve into the electrifying realm of building a customer-centric company culture. Brace yourself for battle-tested strategies that will propel your business to new heights. It starts with leadership setting the example, but every soul in your organization must embrace the customer-centric mindset. Empower your people, invest in training and development, and foster cross-functional collaboration. Embrace customer feedback, transparency, and continuous improvement. Celebrate victories and let them fuel your drive. With these weapons in your arsenal, march forward, conquer your industry, and unleash the power of a customer-centric culture. Let the revolution begin!
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In this Espresso Shot, join us as we dive into the world of customer service revolution and provide 5 Ways to Up your CX Game.
Discover how to create effortless experiences that rock the establishment and leave customers begging for more. Prepare to get Caffeinated as we tear down the walls of mediocrity and revolutionize customer service with authenticity, empathy, and continuous improvement. Get ready to disrupt the status quo, ignite customer satisfaction, and foster unbreakable loyalty. Are you ready to join the revolution? Watch now and be inspired to revolutionize your approach to customer service.
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Join us on a CX journey as we uncover the truth about customer service in plumbing companies. Armed with the wisdom of the Peak-End Rule, we explore the impact of friendly plumbers, attentive phone operators, and efficient dispatchers. Discover the power of creating positive peaks and triumphant endings to revolutionize the customer experience. Get ready to rock the world of plumbing service!
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In this episode of Caffeinated CX, we challenge the misconception that constantly delighting customers is the key to loyalty. Instead, we embrace the power of delivering effortless experiences. By prioritizing consistency, streamlining processes, and minimizing customer effort, we unlock the true path to unwavering loyalty. We delve into the psychology of human nature and strike a harmonious balance between effort and excellence. Through captivating examples, we learn how industry leaders have redefined customer service by focusing on simplicity, convenience, and reliability. Join us as we rewrite the rules, shatter illusions, and embark on a CX revolution that will transform the way we serve and delight our customers.
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In this Espresso Shot, we delve into the captivating world of employee engagement and customer experience. Get ready for mind-blowing insights and statistics that will revolutionize the way you approach business. Discover the powerful connection between engaged employees and exceptional customer satisfaction, and unlock the secrets to dominating your industry.
Join us on Caffeinated CX, where we delve into the dynamic world of customer experience and employee engagement. Discover the secrets to delivering exceptional customer service, boosting employee satisfaction, and dominating your industry. Get ready for a caffeine-infused journey of insights, strategies, and statistics that will revolutionize your business.
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In this Espresso Shot, we delve deep into the untamed world of positive reviews and customer experience. Join us as we uncover the raw, unfiltered truth behind the extraordinary power of positive reviews and how they can propel your business to new heights of success. Discover how positive reviews serve as the ultimate fuel that drives businesses to the top, converting doubters into raving fans along the way. Explore the impenetrable armor of reputation that shields businesses from negativity and learn how positive reviews can revolutionize your SEO game. Dive into the currency of trust, where social proof reigns supreme, and gain insight into tactical dominance by responding to reviews with speed and authenticity. We'll guide you through the review revolution, where you'll learn how to generate a tsunami of positive reviews and reshape the battlefield of customer-centric excellence. Don't miss out on this opportunity to unlock the secrets of positive reviews and unleash your business's true potential. Get ready to dominate the online world like never before!
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In this episode we dive headfirst into the unfiltered truth about the consequences of poor customer experience. Brace yourself for a reality check that will shake the very foundation of your business. From the silent revenue killer of customer churn to the devastating impact of negative word-of-mouth, we reveal the hidden costs that come with neglecting your customers. But fear not, because we also explore the power of customer experience and customer service leadership. Discover how visionary leaders can inspire greatness, cultivate a customer-centric culture, and set the bar high for exceptional service. It's time to rise above the challenges, seize the opportunities, and revolutionize your approach to the customer experience game.
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In this electrifying episode we explore the intersection of punk rock, contact centers, and marketing to revolutionize customer engagement. Discover how embracing authenticity, empowerment, disruption, and social justice can elevate your contact center's customer service and brand engagement to new heights. Learn from inspiring stories of punk rock in action, and uncover practical strategies to challenge conformity, unleash innovation, and make a profound impact on both your customers and society. Join the rebellion and ignite a transformative journey in the world of punk rock contact centers and marketing.
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In this episode, we delve into the world of contact centers, uncovering the secrets of a minimum viable tech stack. Join us as we strip away the excess and reveal the essential components that drive effective contact center operations. From customer relationship management (CRM) systems to omnichannel solutions, analytics tools, workforce management software, and data security measures, we leave no stone unturned. Learn how to empower your agents, enhance the customer experience, and maximize your return on investment. Tune in now and revolutionize your contact center with a lean, powerful, and future-proof tech stack.
LinkTree
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In this power-packed episode of Caffeinated CX we reveal the secrets to exceptional customer service. Learn how to strike the perfect balance between blowing minds and ruthless efficiency. From personalized experiences to lightning-fast problem-solving, we uncover the essential service standards you need. Inject personality, streamline processes, and anticipate customer needs like a psycho psychic. Discover the impact of surprise and delight, and embrace feedback for continuous improvement. Get ready to dominate your industry with unmatched customer service.
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First, go to the LinkTree and check out the blog. Jeesh.
Introduction: Get ready to ignite your senses as we plunge headfirst into the dark depths of customer experience. Today, we're tearing down the walls, smashing the barriers, and unleashing the glorious holy power of collaboration between marketing, customer service, and sales. Brace yourselves for a mind-blowing discussion that will revolutionize your business.
Part 1 Chains of Isolation: We're ripping apart the chains that bind us in departmental isolation, exposing the devastating consequences and missed opportunities that come with it. It's time to unite as a front, my comrades, and deliver experiences that defy expectations.
Part 2 Unveiling the Goldmine: Those recorded calls, my friends, hold secrets that will shake the foundations of your marketing campaigns. We're tapping into the raw, authentic voice of the customer, molding campaigns that resonate with their deepest desires. And don't even get me started on the power of sales results—they hold the key to refining your strategies and unlocking exponential growth.
Part 3 Embracing the Devil's Data: Prepare to enter a realm where data reigns supreme. Together, we'll harness the infernal powers of collaboration between marketing, customer service, and sales. We'll identify trends, predict customer needs, and unleash targeted campaigns that strike with precision. It's time to wield data as a weapon and conquer the business battlefield.
Part 4 The Unstoppable Pact: Witness the birth of an alliance that will shatter expectations. As marketing, customer service, and sales unite, we'll forge a customer-centric revolution like no other. Brace yourselves for seamless journeys, unparalleled problem-solving, and a rise in customer satisfaction that will leave our competitors trembling in fear.
Conclusion: In this final crescendo of madness, we recap the dark secrets we've uncovered. Remember, the call to action is clear—break free from conformity, embrace collaboration, and unlock the true potential of your business by delivering experiences that will haunt your customers' dreams. In a good way.
Remember to share, review, and subscribe! Have a cup of coffee for me.
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An episode from the before times.
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On this episode of Caffeinated CX we talk about why it's sometimes necessary to let customers go, and compare it to when you need let someone go in your personal life because they're toxic or they're abusive. Then we talk about tipping in Self Service environments, because that's weird. Who's we? Me.
Anyway, here's the LinkTree
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In this episode, we discuss the importance of customer experience in business and provide specific examples of what bad customer experience looks like. We also provide actionable steps that businesses can take to improve their customer experience, such as understanding their customers, empowering their employees, communicating effectively, being responsive to feedback, and prioritizing customer experience as a key part of their overall strategy. By prioritizing customer and more importantly, employee experience, businesses can build long-lasting relationships with their customers and gain a significant advantage over their competitors. Tune in to learn more! Also, I had Bing AI rewrite Earth Crisis' Firestorm to be about bad Customer Service and not about killing drug dealers, so there's that.
Here's the bloody Linktree
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Here's a question: why does almost nobody offer personal development training for their contact center employees?
In this episode, we attempt to answer the question and give reasons why you should care about their personal and professional growth.
LinkTree
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In this episode, we explore the CAFFEINATED CX mindset for providing exceptional customer service. From the power of high energy to the NPS-driven approach, we cover all the essentials for building positive relationships with customers and growing your business. Discover how to stay motivated, work hard, take breaks, and focus on the customer to bring positive energy to every interaction. Learn how to maintain your energy levels all day long, set achievable goals, prioritize tasks, and create a positive customer experience that exceeds their expectations. Join us as we dive into the world of customer service and explore the CAFFEINATED CX mindset that will help you make every interaction count!
The LinkTree!
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Welcome to "Caffeinated CX," the podcast where we talk about CX and stuff... all in a hyper-caffeinated state.
In this episode, our host David, the Caffeinated CXO, takes a deep-ish dive into the world of personalization in customer experience. We'll explore the power and pitfalls of customized experiences and discuss the importance of finding the right balance between personalization and efficiency. David will share insights and examples of how personalization can be effective when done correctly, but can also have negative consequences if not done with the customer's preferences and needs in mind. From personalized welcome notes to dedicated account managers, we'll discuss the innovative ways companies are personalizing CX and the trends shaping the future of personalization. If you're passionate about creating a customized customer experience that leaves a lasting impression, this episode is for you. Grab a cup of your favorite brew, crack open an energy drink, or bump a line of pre-workout, and join us for a lively discussion on personalization in customer experience. Don't forget to subscribe to "Caffeinated CX" to stay up-to-date on the latest trends and insights in CX.
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On this episode of Caffeinated CX we return to the depressing depths of the Callcentre Subreddit, a place of terror and sadness to read a post that asks "is QA a form of workplace bullying?"
It can be.
If the QA and Supervisors only focus on the bad, get excessively nitpicky, or the only time they interact with QA or their supervisor is when the agent did something wrong.
Most of the time, I don't think it is. But let's talk about it regardless.
LinkTree!
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On this episode of Caffeinated CX we go out on a tangent (okay, it's a short speech I wrote) about the importance of Company Culture, drawing from three books I've been obsessed with lately: The Effortless Experience, The Thank You Economy, and Delivering Happiness. Why is Company Culture so important? How does it affect your bottom line? Listen and find out!
The LinkTree
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On this episode of Caffeinated CX Zac Garside of Power Selling Pros Zooms in to the Studio where we talk about about CSRs and Remote Management.
https://powersellingpros.com/free
The Caffeinated CX LinkTree
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On this episode of Caffeinated CX we talk about ways to improve your company's Customer Experience, namely improving the empathetic language used by the first contacts of the company and reducing customer effort.
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On this episode of Caffeinated CX we sit down with Tony Gee of Strictly Plumbers and talk shop about Plumbing Sales and how Sales Training ties directly in with CSRs and Dispatchers.
Fun is had, cursing is heard, and some knowledge bombs are dropped.
Reach Tony here, here, and here.
And like always, here's the LinkTree:
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Hello! On this episode of Caffeinated CX we delve back into OTTER which stands for Over the Top Empathy and Rapport, and we redefine what "Over the Top" means in a realistic, real-world sense. So, grab a cup of coffee, crack open an energy drink, or set up a line of pre-workout and give it a bump and LFG.
Linktree
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On today's episode we tell a tale straight from r/callcentres. A scary tale. A spooky tale. And a tale that sheds some light on why some Contact Centers have a 40, 50, or even 60% turnover rate.
The LinkTree
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Here are 12 needs for ultimate cx. There are probably more. But here are 12.
https://linktr.ee/caffcx
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Heya! It's me Imoen!
Wait a second.
On this episode of Caffeinated CX we talk about coaching, and why some people feel... a certain way about it.
Why is coaching at some places a negative? Why is it that at some places the only time an employee meets with a team lead or a supervisor it's because they messed up? That's a bit messed up, maybe they need the coaching. Who knows.
Anyway, here's the LinkTree, and remember to buy my book!
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There are actually 7, but 5 sounds better for a Podcast title. Whatever. We'll cover the other 2 in a later episode, maybe.
If you're listening to this on the day it releases, come say hi to me at CCW San Antonio, if you're there!
Here's the LinkTree: https://linktr.ee/caffcx
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In this episode of Caffeinated CX we talk about the RISE OF THE MACHINE CUSTOMERS, as discussed by James Dodkins in this video.
Are we really heading into a future where machine will talk to machine?
Let's talk about it.
https://linktr.ee/caffcx
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On this episode of Caffeinated CX we talk about the importance and the duties (heh) of Team Leads!
Here's the linktree
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On this episode of CX we talk about why Customer Experience is so bad right now, and focus in on one company that has recently rolled a 1 with their PR and CX strategy. Roll for initiative, we're going in.
LinkTree
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On this special bonus episode of Caffeinated CX we talk about Stoicism and how Stoic Philosophy can be leveraged in the Contact Center.
Why?
Stoicism is the best Operating System for your mind, and it can help employees (and yourself) to prevent burnout, especially in stressful situations.
https://linktr.ee/caffcx
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On this episode of Caffeinated CX (the first one of 2023 by the way) we see if the punk rock ethos can fit into a contact center environment. Spoilers: it can.
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For the last episode of 2022 👀 we talk about Floor Support, how important it is, and just how tough it can be for some people in this age of remote or hybrid work.
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In this episode we talk about 2022 and what maybe 2023 will be like.--- Send in a voice message: https://anchor.fm/caffeinatedcx/messageSupport this podcast: https://anchor.fm/caffeinatedcx/support
In this episode of Caffeinated CX we talk about grading calls. Not how to grade calls, but how to grade calls, if you catch my drift. Do you have live QA agents scoring calls, or do you use speech analytics/transcription software, or do you use both? Both is good. And that's what we're talking about today. Yeah.
https://linktr.ee/caffcx
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In this episode of Caffeinated CX we talk about THE RISE OF THE HUMAN CHATBOT and how some companies or managers want your live chat agents to use templates and copy/paste responses. Imagine doing Ctrl+C Ctrl+V ALL DAY. Why not just get a chatbot? It's probably cheaper.
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Another caffeine and rage fueled rant, this time about how you shouldn't put all of your eggs in one basket. It doesn't make good business sense to do that. A tale of contingences, of internet and power outages. Of agents and overtime.
It's a good one.
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Are you (or your staff) human formfills or are you (or your staff) actual humans? It's all in how you take the call.
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What policies, procedures, or people could you subtract to add more value to your service or product? Let's talk about it.
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If "WOW" stands for "Way Over Wonderful" are you able to define what that means? What is a wonderful customer experience? What does it mean to go above and beyond?
Let's talk about it.
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Friction is good in a couple of circumstances (this is a family friendly show, so use your imagination), but when it comes to creating unnecessary friction for a customer to use your services? Nah. No Bueno. Let's talk about it.
https://linktr.ee/caffcx
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Mwahahahahaha welcome to a special Halloween Bonus Episode of Caffeinated CX!
Within lies a horror so... horrible you have to listen to it to believe it.
Buy my book.
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Every call is a sales call. Even if you're giving away free tickets to a concert, you gotta build the value, you gotta overcome objections, and you gotta sell your company and yourself to the customer. Plus some other stuff. Buy my book.
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Let's get this out of the way first, there are more than five qualities that customer service superstars possess. But here are five of them. Pretty important ones too. What are they? Listen to the episode. Jeesh.
LinkTree to where everything can be found (including my book the Blue Collar Call Center): https://linktr.ee/caffcx
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My wife went to a big box store last night. Let's talk about the experience.
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On this episode of Caffeinated CX, we talk about what the unintended consequences of incentivizing or pushing low talk times. It's all about returning to basics, and not rushing the customer off the phone and letting them speak is as basic as you can get.
LinkTree: https://linktr.ee/caffcx
Buy my book. It's on the LinkTree. Blue Collar Call Center. I dunno.
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'All the world's a stage, and all the men and women merely players' Shakespeare probably said. Does this apply in a contact center?
You betcha, as they say somewhere cold in the USA.
How many people have 'customer service voices'? A lot, I would gather.
Why would you play a role while taking calls?
Why would you roleplay? Why would you act?
Why not be your authentic self?
Sure, empathy, building value, getting all the right info... all important.
But sometimes it's hard, right?
Sometimes it's daunting.
Sometimes, let's face it, customers are annoying.
ENTER Role Playing. ENTER Acting.
When you're on the phone, you're on stage, or if you prefer at a gaming table.
You're playing the part of a kind, caring, helpful Director of First Impressions.
Your charisma is high.
Your perseverance... legendary levels.
If you're into table top role playing games, think of the Bard. (Without the quasi-gross flirty stuff that some bard players go with)
If you're into movies or books, who is the most charismatic character you can picture?
Lock onto that.
I'm not saying be a nerdy theater kid (unless you are/were one, kudos to you this will come easy to you) but lock onto that charismatic character and emulate them on the phone.
Most everyone has the ability to do this.
Cool. NOW BUY MY BOOK
Link is on the LinkTree: https://linktr.ee/caffcx
DOES ANYONE READ THIS?
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Is the customer always right? Where does that phrase come from? What does it mean? Let's talk about it.
LinkTree: https://linktr.ee/caffcx
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In today's episode of Caffeinated CX we talk about the Laws of Referability as popularized by Dan Sullivan of Strategic Coach (I believe...).
These laws are:
- Be On Time
- Do What You Say
- Be Polite
Wow. Those are like the best things to do with customer service as well. Let's talk about that.
Links:
The LinkTree: https://linktr.ee/caffcx The Book: https://www.amazon.com/Blue-Collar-Call-Center-Conversational/dp/B0BF2HCKHS/ref=tmm_pap_swatch_0?_encoding=UTF8&qid=1663170034&sr=8-3
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In this first ever crosspost with HeroTalk (the mostly weekly podcast from Rooter Hero Plumbing & Air), I sat down with Kat Conchas and John Akhoian to discuss CSAT and CLOY, what they mean, and to discover if one is more important than the other.
https://linktr.ee/caffcx
Kat: https://www.linkedin.com/in/katherine-conchas-819700205/
John: https://www.linkedin.com/in/john-akhoian/
HeroTalk: https://open.spotify.com/show/4xK9JgDxEsvzcOAvyvi6H0?si=uhnKR8uTQVu9g9tfj4LZSw&utm_source=copy-link%3F&nd=1
Rooter Hero: https://rooterhero.com/
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This week I sit down with Kat from HeroTalk (the mostly weekly Rooter Hero Plumbing & Air Podcast) and Vanessa (from Rooter Hero Plumbing & Air) (Quick side note: I also work for Rooter Hero Plumbing & Air) to discuss the best ways to resolve customer complaints.
Let's talk about it:
https://linktr.ee/caffcx
American Standard 2000 Demo Tape: https://youtu.be/83mGcPt02js
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We've gone from the great resignation to the great layoffation to the great... quiet quitation? I don't even know anymore. It does seem that the more of these I do, the more I begin to transform into late 90's/early 2000's Jello Biafra, at least in spirit, so that's something I guess. Anyway, here's Wonderwall.
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Part 2 of the Caffeinated CX take on all the lay offs happening. Will there be more? Maybe who knows? Not me. Depends on how the economy goes, and how people respond to that economy, I guess.
Anyway, people should not be used to balance the budget.
Wanna guess my views on outsourcing jobs?
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You heard of the Great Resignation, now here's the Great Layoffation. I dunno, I literally just made up the term. Is the GR responsible for the GL? lol no. No it is not, but some people (at least one person) think so! Let's talk about it in todays riveting, yet amazingly chill, episode.
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In this episode we talk about how to set up Team Leads and Team Members for success. From selecting Team Leads from your pools of CSRs all the way through Coachings and to Team Victory Parties. 🎉🎈🥳🎊💃
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Hey, a hiring episode. From the ad to the interview. LFG!!
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Hey everyone! On todays episode of Caffeinated CX I sit down with Jenny to talk about the latest trends in customer self-service, and how horrible they can be.
Here's the LinkTree: https://linktr.ee/caffcx <-- that's where you can find the oft neglected blog and youtube channel for Caffeinated CX.
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Everyone is talking about Wowing the Customer. About creating those memorable awesome, social media sharable customer experience moments (not fabricated by a PR company) that drive traffic and more customers to our websites, our call centers, and our stores.
But what if I told you that maybe just mastering the basics is enough to Wow a customer right now. Maybe not keeping a customer in a call queue for an hour is enough to be a 'Wow moment'.
Look, we should never stop trying to make the customer's experience an awesome one, but who'd definition of awesome are we using? The customers? Or a blown up definition made up by gurus and pontificators?
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Entrepreneurs and business owners take a lot of risk on when they start or grow their businesses, this much is true. You know who else takes a big risk? Employees when they sign onto a new job, or stay at one for a long time. Let's talk about the risks and rewards that the employees face.
Whether that risk comes from the possibility of being downsized, to their position being outsourced or replaced by Skynet, getting into a company with a toxic culture, or stagnation of their career, the risks are very real.
Here's the obligatory LinkTree: https://linktr.ee/caffcx
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On this episode of Caffeinated CX, I sat down with Thomas Seelbinder Head of Success & Product at Model Match to talk about our shared (from different coasts though!) background of growing up in the punk scene and getting started in contact centers at a young age.
Also, how similar the punk scene is to the startup scene. And how having the punk mentality of going all in, doing it yourself, and bootstrapping helps in business.
Thomas can be found here: https://www.linkedin.com/in/thomasseelbinder/
Model Match can be found here: https://www.linkedin.com/company/modelmatch/
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On today's episode we talk Practitioners and Pontificators, and where the most effective CX Professionals fall on that spectrum.
Is too much influence and prestige given to one side or the other?
What does the (apparently coming) recession mean to companies claims of being customer-centric?
All this and more on this episode of Caffeinated CX!!!
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If your department or company has 50% employee turnover, it's probably your fault. Let's talk about it.
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Just a quick update on the future of the podcast. Expect great things.
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"The brightest flame burns quickest" -Metallica
Hey all there out in Call Center World! Today we're going to be talking about CSR Burnout. And more importantly, how to prevent it.
So, without further ado, here's the episode.
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Empathy. Empathy statements. It seems it's baked into every CSR script, making them seem rehearsed and non-genuine. That's not good.
In this episode we talk about the three types of empathy (cognitive, emotional, and compassionate) and how maybe we've been doing empathy wrong in the CX game.
Also, happy birthday Drew
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Dead Air.
I hate it.
Almost more than anything.
It's been a pet peeve of mine since the beginning of time. Before the universe was created, there was my hatred for dead air.
Here's why it sucks, and here's what we can do about it.
Yeah.
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This episode may be a little Trades-Centric. That's okay. Plumbing, HVAC, Electric, etc are cool.
Today we talk about the highly debated dispatch fee.
"What do you mean dispatch fee? You're gonna charge me to come out to my house?!"
Yeah, I used to feel the same about the dispatch fee.
But, thanks to data from ServiceTitan and hands on experience, I changed my tune. Maybe this episode will change your mind as well.
A dispatch fee can make a positive impact on the customer and employee experience.
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Does your contact center training stop after your agents get out on the floor? That's weird, stop doing that.
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Why do call centers have such a terrible employee turnover rate? 30-45% (It's probably higher. Much higher). That's embarrassing.
Here are some ways to reduce that employee churn.
Turnover is expensive, it wastes resources and time, and is annoying, and it's sad to see good team members walk.
So let's talk about it.
And let's do better.
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In this episode of Caffeinated CX we talk training. This is an outline of our training curriculum we use for brand new Customer Service Reps. And it works.
Things covered in this episode:
Onboarding
Company Culture and Values
Stoicism
Customer Experience
Icebreakers.
If you have any questions, please reach out to me on LinkedIn: https://www.linkedin.com/in/davidjpowers2/
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Do we give customers what they want, or what they need? How do we control the expectations?
James Dodkins' Diabetes Pizza video (as mentioned): https://www.youtube.com/watch?v=tNV8z3xNaes
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Today on Caffeinated CX, we talk to Ryan Warriner (Author, Professional Trainer & Coach, Communication Consultant, Professor, Keynote Speaker) about Gen Z, training, political discussions in the workplace, and more. This was a great discussion, and very hyper caffeinated, technical issues (on my side) aside.
3 Keys: Accelerating Gen Z’s Development and Performance: https://thriveglobal.com/stories/3-keys-accelerating-gen-zs-development-and-performance/ Find Ryan here: https://www.linkedin.com/in/ryanwarriner/
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Happy May the Fourth! Star Wars Day! An international (intergalactic?) holiday. May the Fourth be With You! And also your employees. Let's put them first so they can put the customers first.
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Second episode recorded and released in the same day!? I must be incredibly hyper-caffeinated.
I sat down with Magda from Rooter Hero, a plumbing company in California (that I also work for), and we talked about the Community Outreach division called Hero Helps.
Community Outreach is great for branding, for footprint, for employee engagement, sure. It's also the right thing to do.
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AI, the contact center, and the customer.
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This one is a bit Trades-Centric but that's okay. Replace CSR and DSR with anything you choose.
Should Customer Service Reps and Dispatchers be in the same building, let alone the same room, or god forbid the same person?
Listen and find out.
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While negative reviews should be minimized (by fixing the experience in the experience when things get wonky) they are unavoidable. Here is why they could possibly a good thing.
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You're only as good as the third parties you use.
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According to a report released by ZenDesk, Customer Experience is at a 17 Year Low. Wow. Why? Let's talk about it.
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https://cdn2.assets-servd.host/paltry-coyote/production/exports/03c2790399056e1b064267b588518446/zendesk-cx-trends-2022-report.pdf
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Transparency is one of the most important things you can offer your employees AND your customers.
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How to open the OTTER Gate using the 5 Keys of CX
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Why are some questions harder to ask for a CSR than others? For example: email addresses. Today, we address that issue.
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First off, thanks for watching. Second off, keep your brand messaging consistent across all customer touchpoints. Even tiktok.
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"Time Flows Like a River and History Repeats"- Secret of Mana
In this episode we analyze the song Burgers of Wrath, by Jello Biafra, former vocalist of the Dead Kennedys, and then descend into inflation, record corporate profits, how many Americans are living paycheck to paycheck, and how we're footing the bill for WalMart. So, it'll be a fun episode.
Burgers of Wrath: https://www.youtube.com/watch?v=MtaGSI1QrA8
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In case this internet thing isn't just another hoola hoop fad, online review platforms are the new word of mouth. Here's how to get some.
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How to hire and cultivate customer service superstars.
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Know your stuff.
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What starts with F, has 4 letters, and is something you never want to hear you customer, your spouse, or your boss say to you?
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Let's talk first impressions.
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What do Dungeons & Dragons, World of Warcraft, and Customer Experience have in common? Other than this handsome and humble hyper caffeinated podcast host?
TRANSFERABLE SKILLS! So roll initiative and let's go.
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Enacting any kind of CX Program or improvement includes buy in from the top. Here's how to do that.
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Every person, no matter what their career path is, should spend at least one year in a customer facing position. Why? Listen to the episode.
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In today's episode we talk about coaching contact center agents as well as having 1-on-1's with them, and why they're important, and why they are separate.
Remember to share and rate and review. This is the 50th one I've thrown up here. That's some sort of milestone I guess.
Here's the LinkTree. https://linktr.ee/caffcx There's links on it. Hence the name.
Okay, bye.
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Repeat customers are awesome. That's it. That's the episode. Have a good night!
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Don't rush the process. Whatever you do, whatever situation you're in... DON'T RUSH THE PROCESS.
From the interview on, we discuss how to spot and hire the best customer service reps for your business. Hint: It's not their experience.
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Regardless of industry, worldwide Customer Loyalty is going down, and the way it breaks down by generation is interesting to say the least.
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In this episode we talk about Peloton's weird severance package to the 2,800 people laid off, how funny the acronym for Customer/Employee Experience is, and some PPP stuff. All in a hyper-caffeinated state.
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Good morning! Today we are going to have a brief talk on the EX/CX Cycle. What's that? I often use the equation ex=cx² or employee experience=customer experience squared.
The cycle is this: the employees take care of the customers, the customers take care of the business, the business takes care of the employees, and it repeats in a never ending circle of life.
How is this done? Through a company culture that encourages transparency, respect, and collaboration.
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Customer complaints. When a customer complains. How do you handle them? Do you throw hush money at them ("Hey we'll refund this money if you remove this bad review") to make them go away? Or do you use them as opportunities to make your business better?
In my opinion, it's not enough to resolve a complaint. You have to restore the customer's confidence in the company. And then make sure that kind of complaint NEVER happens again.
What do you think?
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Here are 5 things you can do to improve your CX.
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Here's a list of books you should read right now. This instant. This very second.
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Share, Rate, Review
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Do you incentivize your call center agents' AHT (Average Handle Time)?
Why?
Stop.
Anyway... share, rate, review!
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The ACS Murders: https://www.youtube.com/playlist?list=PL5RlC2z-L-I10l2H38K3y-vKNl5-ejLJ_
The Misery Machine on Apple: https://podcasts.apple.com/us/podcast/the-misery-machine/id1486604765
This is a very special episode for me, and I hope for you as well. Jess Yergin (Yergy) is an old, dear friend and here we talk about a couple of tragic events that struck the call center she worked at as a Team Lead/Supervisor/Manager.
Also, we discuss what life was like at this (and many other) call centers.
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PIP- Praise in Public. Shout out the awesome.
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No one department sees the entire customer journey. Why? Why are there still silos? Let's blow them up... in Minecraft
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A Customer reaches out to you on a specific channel for a reason. Respect that.
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Practicing the CX Golden Rule
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Don't track customer satisfaction. Satisfaction isn't enough. Track customer loyalty.
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Rate, Review, and Share!
This episode is sponsored by · Anchor: The easiest way to make a podcast. https://anchor.fm/app
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The Google AI Video and it's consequences has been a disaster for the customer service industry.
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Original Post: https://www.linkedin.com/pulse/caffeinated-cx-newsletter-david-powers/
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Like, comment, share, blah blah blah blah.
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Recorded from my hotel room during Customer Contact Week in Vegas, here is a short episode about how I'm doing this to give back to the industry I've been in for the last 23 years. From people just cutting their teeth in customer service or call centers, all the way up to the top. This whole thing is for you. I'm not here to sell anything to you, all the content on here is free for the taking.
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Drink a pot of coffee and race to the office to use the restroom. Talk CX. Today we drill in that IT ALL MATTERS. From initial brand recognition until the customer dies.
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Books:
Extreme Ownership
One Minute Manager
Leadership Strategy & Tactics
The Effective Executive
Tribes
Google them for the answer ya schlub.
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We're almost 2 years in, why are you still blaming long hold times on the pandemic? Why are you STILL using the pandemic as an excuse? STOP.
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Spooky 👻 story about a call center in a far away place in a far away time.
Involves a bottle, a badly structured attendance point system, and an outsourced draconian HR team.
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I sat down with Fernando Lucio, Safety Director and Fleet Commander of Rooter Hero Plumbing back during Customer Service Week. (Full disclosure: I work for Rooter Hero Plumbing)
We talk about the importance of safety, especially with driving company vans (aka: giant moving billboards) and how that affects the brand and the customer experience. Enjoy!
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Pretend I have a White Board
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On today's episode of Caffeinated CX we talk about Customer Choice and why sometimes limiting the choices of how to reach you is a good idea.
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In this episode of Caffeinated CX we talk about evolving customer expectations and what that means for the way you do your CX and customer service.
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We go over this article:
https://www.forrester.com/blogs/cancel-the-cost-center-culture-in-customer-service/
No... it's not confirmation bias. Why would you say that?
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The one simple equation that will elevate your company to new heights
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What are the four major skills you should be developing as a CSR?
Hiring managers, what are the four skills you want to look out for when hiring CSRs?
Listen to the episode to find out..
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Just a rant.
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You know who likes Chatbots?
Chatbot designers.
Periodt, as the kids say.
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See the title.
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Why do we only spend only one week a year appreciating the hard working people in Customer Service?
Why do we call Contact Centers cost centers?
Why don't we celebrate CX all year long?
Let's do that.
caffcx.blogspot.com (I'm cheap)
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Happy Day 5 of Customer Service Week!!!
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For Customer Service Week, I sat down with John Akhoian, the CEO of Rooter Hero Plumbing and picked his brain about CX, EX, and customer-centricity.
(Full Disclosure: I work for Rooter Hero Plumbing)
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rooterhero.com
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On the 4th Day of Customer Service Week, my true love gave to me..... help!
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Day 3 of Customer Service Week
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For a sustained and transformative CX/EX transformation, there needs to be a culture revolution.
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Happy Customer Service Week! Here's Episode 2: The Power of OTTER
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Welcome to Customer Service Week! Here's episode 1, Nerdy CX Stats!
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Today we talk about the importance of keeping CX simple.
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Hey! Welcome to the first episode of Caffeinated CX! Your go to for highly caffeinated CX tips, tactics, and strategies. Built for Contact Center Agents, Team Leads, Supervisors, and Managers/Directors. Let's start a CX Rebellion.
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