CX RIOT RADIO

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. https://linktr.ee/caffcx

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/ The Caffeinated CX L...

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 The CaffCX LinkTree: https://linktr.ee/caffcx

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/sto...

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. https://linktr.ee/caffcx

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. https://li...

AI, the contact center, and the customer. https://linktr.ee/caffcx

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. https://linktr.ee/caffcx

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.  https://linktr.ee/caffcx

You're only as good as the third parties you use. https://linktr.ee/caffcx

According to a report released by ZenDesk, Customer Experience is at a 17 Year Low. Wow. Why? Let's talk about it. https://linktr.ee/caffcx https://cdn2.assets-servd.host/paltry-coyote/production/exports/03c2790399056e1b064267b588518446/zendesk-cx-trends-2022-report.pdf

Transparency is one of the most important things you can offer your employees AND your customers. https://linktr.ee/caffcx

How to open the OTTER Gate using the 5 Keys of CX https://linktr.ee/caffcx

Why are some questions harder to ask for a CSR than others? For example: email addresses. Today, we address that issue. https://linktr.ee/caffcx

Here's the LinkTree: https://linktr.ee/caffcx   First off, thanks for watching. Second off, keep your brand messaging consistent across all customer touchpoints. Even tiktok.

"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/watc...

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. https://linktr.ee/caffcx

How to hire and cultivate customer service superstars. https://linktr.ee/caffcx

Know your stuff.  https://linktr.ee/caffcx

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? https://linktr.ee/caffcx

Let's talk first impressions. https://linktr.ee/caffcx

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. https://linktr.ee/caffcx

Enacting any kind of CX Program or improvement includes buy in from the top. Here's how to do that. https://linktr.ee/caffcx

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. https://linktr.ee/caffcx

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.