CX RIOT RADIO

Let's get this out of the way first, there are more than five qualities that customer service superstars possess. But here are five of them. Pretty important ones too. What are they? Listen to the episode. Jeesh. LinkTree to where everything can be found (including my book the Blue Collar Call Center): https://linktr.ee/caffcx

My wife went to a big box store last night. Let's talk about the experience. https://linktr.ee/caffcx

On this episode of Caffeinated CX, we talk about what the unintended consequences of incentivizing or pushing low talk times. It's all about returning to basics, and not rushing the customer off the phone and letting them speak is as basic as you can get. LinkTree: https://linktr.ee/caffcx Buy my book. It's on the LinkTree. Blue Collar Call Center. I dunno. 

'All the world's a stage, and all the men and women merely players' Shakespeare probably said. Does this apply in a contact center? You betcha, as they say somewhere cold in the USA.  How many people have 'customer service voices'? A lot, I would gather. Why would you play a role while taking calls? Why would you roleplay? Why would you act? Why not be your authentic self? Sure, empathy, buil...

Is the customer always right? Where does that phrase come from? What does it mean? Let's talk about it. LinkTree: https://linktr.ee/caffcx

In today's episode of Caffeinated CX we talk about the Laws of Referability as popularized by Dan Sullivan of Strategic Coach (I believe...).  These laws are: Be On Time Do What You Say Be Polite Wow. Those are like the best things to do with customer service as well. Let's talk about that. Links: The LinkTree: https://linktr.ee/caffcx The Book: https://www.amazon.com/Blue-Collar-Call-Center-...

In this first ever crosspost with HeroTalk (the mostly weekly podcast from Rooter Hero Plumbing & Air), I sat down with Kat Conchas and John Akhoian to discuss CSAT and CLOY, what they mean, and to discover if one is more important than the other. https://linktr.ee/caffcx Kat: https://www.linkedin.com/in/katherine-conchas-819700205/ John: https://www.linkedin.com/in/john-akhoian/ HeroTalk: htt...

This week I sit down with Kat from HeroTalk (the mostly weekly Rooter Hero Plumbing & Air Podcast) and Vanessa (from Rooter Hero Plumbing & Air) (Quick side note: I also work for Rooter Hero Plumbing & Air) to discuss the best ways to resolve customer complaints.  Let's talk about it: https://linktr.ee/caffcx American Standard 2000 Demo Tape: https://youtu.be/83mGcPt02js

We've gone from the great resignation to the great layoffation to the great... quiet quitation? I don't even know anymore. It does seem that the more of these I do, the more I begin to transform into late 90's/early 2000's Jello Biafra, at least in spirit, so that's something I guess. Anyway, here's Wonderwall. https://linktr.ee/caffcx

Part 2 of the Caffeinated CX take on all the lay offs happening. Will there be more? Maybe who knows? Not me. Depends on how the economy goes, and how people respond to that economy, I guess.  Anyway, people should not be used to balance the budget.  Wanna guess my views on outsourcing jobs? https://linktr.ee/caffcx

You heard of the Great Resignation, now here's the Great Layoffation. I dunno, I literally just made up the term. Is the GR responsible for the GL? lol no. No it is not, but some people (at least one person) think so! Let's talk about it in todays riveting, yet amazingly chill, episode. LinkTree: https://linktr.ee/caffcx

In this episode we talk about how to set up Team Leads and Team Members for success. From selecting Team Leads from your pools of CSRs all the way through Coachings and to Team Victory Parties. 🎉🎈🥳🎊💃 Obligatory LinkTree... link: https://linktr.ee/caffcx

Hey, a hiring episode. From the ad to the interview. LFG!! Obligatory LinkTree: https://linktr.ee/caffcx

Hey everyone! On todays episode of Caffeinated CX I sit down with Jenny to talk about the latest trends in customer self-service, and how horrible they can be.  Here's the LinkTree: https://linktr.ee/caffcx     <-- that's where you can find the oft neglected blog and youtube channel for Caffeinated CX.

Everyone is talking about Wowing the Customer. About creating those memorable awesome, social media sharable customer experience moments (not fabricated by a PR company) that drive traffic and more customers to our websites, our call centers, and our stores.  But what if I told you that maybe just mastering the basics is enough to Wow a customer right now. Maybe not keeping a customer in a ca...

Entrepreneurs and business owners take a lot of risk on when they start or grow their businesses, this much is true. You know who else takes a big risk? Employees when they sign onto a new job, or stay at one for a long time. Let's talk about the risks and rewards that the employees face. Whether that risk comes from the possibility of being downsized, to their position being outsourced or replace...

On this episode of Caffeinated CX, I sat down with Thomas Seelbinder Head of Success & Product at Model Match to talk about our shared (from different coasts though!) background of growing up in the punk scene and getting started in contact centers at a young age.  Also, how similar the punk scene is to the startup scene. And how having the punk mentality of going all in, doing it yoursel...

On today's episode we talk Practitioners and Pontificators, and where the most effective CX Professionals fall on that spectrum. Is too much influence and prestige given to one side or the other? What does the (apparently coming) recession mean to companies claims of being customer-centric? All this and more on this episode of Caffeinated CX!!! Here's the LinkTree: https://linktr.ee/caffcx

If your department or company has 50% employee turnover, it's probably your fault. Let's talk about it. Obligatory LinkTree: https://linktr.ee/caffcx

Just a quick update on the future of the podcast. Expect great things. Obligatory LinkTree... link... https://linktr.ee/caffcx

"The brightest flame burns quickest" -Metallica Hey all there out in Call Center World! Today we're going to be talking about CSR Burnout. And more importantly, how to prevent it. So, without further ado, here's the episode. Obligatory LinkTree: https://linktr.ee/caffcx

Empathy. Empathy statements. It seems it's baked into every CSR script, making them seem rehearsed and non-genuine. That's not good.  In this episode we talk about the three types of empathy (cognitive, emotional, and compassionate) and how maybe we've been doing empathy wrong in the CX game. Also, happy birthday Drew Obligatory LinkTree: https://linktr.ee/caffcx

Dead Air. I hate it. Almost more than anything. It's been a pet peeve of mine since the beginning of time. Before the universe was created, there was my hatred for dead air. Here's why it sucks, and here's what we can do about it. Yeah. Obligatory LinkTree: https://linktr.ee/caffcx

This episode may be a little Trades-Centric. That's okay. Plumbing, HVAC, Electric, etc are cool.  Today we talk about the highly debated dispatch fee. "What do you mean dispatch fee? You're gonna charge me to come out to my house?!"  Yeah, I used to feel the same about the dispatch fee. But, thanks to data from ServiceTitan and hands on experience, I changed my tune. Maybe this episode...

Does your contact center training stop after your agents get out on the floor? That's weird, stop doing that. https://linktr.ee/caffcx