CX RIOT RADIO

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

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 interactio...

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, collabo...

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 te...

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

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....

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

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 blo...

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

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 organizati...

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...

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

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...

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...

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

Happy Customer Service Week, everybody! Here is how we rung in the Week at Rooter Hero Plumbing & Air! Here is the HeroCX Framework. Enjoy!

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!

Welcome to 4th Quarter and Welcome to Customer Service Week 2023!! Here we lay out the HEROCX Framework.

Here's a Speech I wrote to kick off Customer Service Week 2023. What are you doing to celebrate?

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

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...

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...

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

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

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 als...