CX RIOT RADIO

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-t...

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

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 C...

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

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,...

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 communicati...

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...

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://beyondp...

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

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

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

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

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...

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.ai Battle Against the Cyber Dragon of...

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...

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

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 Coll...

Buy me a coffee: https://ko-fi.com/caffeinatedcx Does 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...

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

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

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

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

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...

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

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