CX RIOT RADIO

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

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

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. Here's the Linktree

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 : 

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  

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

Here are 12 needs for ultimate cx. There are probably more. But here are 12. https://linktr.ee/caffcx

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.  Anyw...

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

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

On this episode of Caffeinated CX we talk about the importance and the duties (heh) of Team Leads! Here's the linktree

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

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

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. https://linktr.ee/caffcx

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.  https://linktr.ee/caffcx

In this episode we talk about 2022 and what maybe 2023 will be like.

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

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.  https://linktr.ee/caffcx

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. https://linktr.ee/caffcx 

Are you (or your staff) human formfills or are you (or your staff) actual humans? It's all in how you take the call. https://linktr.ee/caffcx

What policies, procedures, or people could you subtract to add more value to your service or product? Let's talk about it. https://linktr.ee/caffcx

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. https://linktr.ee/caffcx

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

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. https://linktr.ee/caffcx

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. https://linktr.ee/caffcx