CX RIOT RADIO

Happy Holidays!!

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#c2961070775492899015 Buy my merch here: https://cx-riot-radio.printify.me/products Here'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/products LinkTree: https://linktr.ee/caffcx

Balancing Empathy and Efficiency is the name of the game. LinkTree: https://linktr.ee/caffcx Merch 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:...

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 y...

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? Wh...

Part 3 of the Botification of the Human Customer Service Agent Series. Yeah. Buy my books and stuff.

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 v...

Are you turning your human agents into chatbots? Why? Part One of The Botification of Human Agents, from way back in 2021.

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/4uWDkEf LINKTREE: https://linktr.ee/caffcx

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_image Enjoy! https://linktr.ee/caffcx

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 f...

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

Nostalgia is back, boys

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...

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....

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 yo...

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

"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...