CX RIOT RADIO
200 episodes - English - Latest episode: 5 days ago - ★★★★★ - 1 ratingLet's face it, the customer experience in [current year] is just getting worse and worse. Customer Expectations keep rising, and companies keep failing. It's going to take more than a cup of coffee to wake people up. It's going to take a Riot. Support this podcast: https://podcasters.spotify.com/pod/show/caffeinatedcx/support
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Episodes
High Prices, Low Quality... Record Sales.
July 10, 2024 14:53 - 20 minutes - 18.6 MBPrices 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 --- Support this podcast: https://podcasters.spotify.com/pod/show/caffeinatedcx/support
employees vote to unionize, non-profit replaces them with chatgpt
July 03, 2024 15:40 - 13 minutes - 12.3 MB"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-harmful-advice-after-sacking-humans/ --- Support this podcast: https://podcasters.spotify.com/pod/show/caffei...
you need to respond to reviews
June 26, 2024 10:24 - 13 minutes - 12.5 MBOn 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-the-customer/2024-online-review-trends-75-trust-reviews/ Next In Queue Espisode Mentioned: https...
spark: all you need to improve your cx
June 19, 2024 11:01 - 13 minutes - 12.3 MBI 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 --- Support this podcast: https://podcasters.spotify.com/pod/show/caffeinatedcx/support
are we in a white collar recession?
June 12, 2024 10:06 - 18 minutes - 16.6 MBOn 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 Center: https://a.co/d/hsw66NS The Blue Collar Call Center: Rebuttal Field Manual: https://a.co/d/7ki5d...
AI as a Co-Pilot NOT an Autopilot
June 05, 2024 17:11 - 10 minutes - 9.75 MBOn 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 --- Support this podcast: https://podcasters.spotify.com/pod/show/caffeinatedcx/support
are we prepared for the next industrial revolution?
May 29, 2024 09:42 - 25 minutes - 23.5 MBwere 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, and if they can do something faster and cheaper, why wouldn't they cut overhead expenses? It's...
minimizing RTO culture ROT
May 22, 2024 11:44 - 14 minutes - 13.3 MBOn 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 communication, finding flexibility within rigid frameworks, fostering organic social connections, and recognizing e...
modernizing the trades
May 15, 2024 10:34 - 21 minutes - 19.6 MBIn 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 company into [current year]. I get it, it can be expensive. But it doesn't have to be. Especially if you w...
customer science theater 3000
May 08, 2024 07:01 - 20 minutes - 18.9 MBIn 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://beyondphilosophy.com/what-is-customer-science-is-this-the-next-wave-of-change-2/ And here's the LinkTr...
customer feedback
May 01, 2024 11:27 - 24 minutes - 22.2 MBin 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 --- Support this podcast: https://podcasters.spotify.com/pod/show/caffeinatedcx/support
the roi of customer service
April 24, 2024 11:10 - 16 minutes - 15.2 MBhey! 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 --- Support this podcast: https://podcasters.spotify.com/pod/show/caffeinatedcx/support
the spaghetti incident
April 17, 2024 12:34 - 27 minutes - 25.5 MBwelcome 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 --- Support this podcast: https://podcasters.spotify.com/pod/show/caffeinatedcx/support
Caffeinated CX Classic: The 5 Keys of CX
April 10, 2024 17:48 - 17 minutes - 16.4 MBFor 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 --- Support this podcast: https://podcasters.spotify.com/pod/show/caffeinatedcx/support
Contact Center Team Leads
March 27, 2024 11:04 - 27 minutes - 24.9 MBOn 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 Kahlereth (Power Metal Album made with Suno): https://youtu.be/qEhHPDaUnWM https://linktr....
why are you still doing what your customers hate?
March 20, 2024 10:57 - 31 minutes - 29.1 MBIt'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 it convenient for the customer and not just convenient for YOU. https://linktr.ee/caffcx --- S...
I Don't Know (From the Archives)
March 13, 2024 11:52 - 4 minutes - 3.72 MBFirst 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 --- Support this podcast: https://podcasters.spotify.com/pod/show/caffeinatedcx/support
The Best KPIs to Track in a Blue Collar Call Center
March 06, 2024 12:15 - 23 minutes - 21.5 MBBuy 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 Collar Call Center: Rebuttal Field Manual, but that's not important right now. What is important is knowing...
Government Regulation in CX
March 01, 2024 12:08 - 21 minutes - 19.8 MBBuy 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 kind of overstep a little bit more seriously. Plus a mini-rant against outsourcing. Yup, making...
4 Must-Haves in Your Call Center Training Curriculum
February 28, 2024 12:25 - 15 minutes - 14 MBHi! 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 --- Support this podcast: https://podcasters.spotify.com/pod/show/caffeinatedcx/support
from players🎮 to paychecks💸
February 21, 2024 11:45 - 9 minutes - 8.64 MBWhy 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 --- Support this podcast: https://podcasters.spotify.com/pod/show/caffeinatedcx/support
Use AI to Augment, Not Replace Employees
February 14, 2024 12:11 - 11 minutes - 10.6 MBYeah, 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 --- Support this podcast: https://podcasters.spotify.com/pod/show/caffeinatedcx/support
Top Grading Your Call Center
February 07, 2024 13:35 - 11 minutes - 10.4 MBIn 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 --- Support this podcast: https://podcasters.spotify.com/pod/show/caffeinatedcx/support
From the Archives: CSAT is Dumb
January 24, 2024 17:45 - 6 minutes - 6.16 MBOriginally 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 --- Support this podcast: https://podcasters.spotify.com/pod/show/caffeinatedcx/support
Coaching Call Center Agents So They Don't Hate Coaching
January 17, 2024 08:01 - 22 minutes - 20.8 MBSo, 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 --- Support this podcast: https://podcasters.spotify.com/pod/show/caffeinatedcx/support
Be Omnipresent 🔥
January 10, 2024 08:01 - 17 minutes - 16 MBOn 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 --- Support this podcast: https://podcasters.spotify.com/pod/show/caffeinatedcx/support
Can CX Be Saved in 2024?
January 03, 2024 08:01 - 18 minutes - 16.9 MBIn 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 interaction. It's time to rewrite the rules and sculpt a future where exceptional experiences redefin...
The Great KPI Quest
December 27, 2023 08:01 - 7 minutes - 6.81 MBJoin 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, collaborate like the ultimate RPG party, and turn setbacks into opportunities for epic victories. E...
Raise the Middle, Cut the Bottom
December 20, 2023 08:19 - 8 minutes - 7.4 MBIn 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 team. Join us to understand the metrics that matter and the necessity of redirecting resource...
Leadership Capital
December 13, 2023 16:30 - 10 minutes - 9.34 MBIn 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 --- Support this podcast: https://podcasters.spotify.com/pod/show/caffeinatedcx/support
As a Dog Returneth (From the Archives)
December 06, 2023 17:43 - 12 minutes - 11.7 MBLet'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. https://linktr.ee/caffcx --- Support this podcast: https://podcasters.spotify.com/pod/show/caffeinatedcx/s...
The 4 Pillars of the Blue Collar Call Center
November 29, 2023 13:00 - 22 minutes - 21 MBHeya! 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 --- Support this podcast: https://podcasters.spotify.com/pod/show/caffeinatedcx/support
Overcoming Brown Friday
November 22, 2023 14:54 - 8 minutes - 7.78 MBThe 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 blow up. Not to mention Aunt Sally put all the potato peels down the garbage disposal, but you know...
From the Archives: ✨Magic Words🧙
November 15, 2023 14:51 - 4 minutes - 4.37 MBA 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 --- Support this podcast: https://podcasters.spotify.com/pod/show/caffeinatedcx/support
How Companies Can Reduce Employee Burnout
November 10, 2023 15:36 - 12 minutes - 11.8 MBOn 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 organization. It's time for companies to own up, face the demons, and ensure their warriors thrive in a b...
The Customer Loyalty Secret
November 08, 2023 12:38 - 11 minutes - 10.8 MBIn 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 your business: fully staffed voice channels, ruthless chatbots, and self-service ordering. Get ready to level up ...
Personalization and Isolation
November 01, 2023 16:23 - 14 minutes - 13.2 MBLet'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 --- Support this podcast: https://podcasters.spotify.com/pod/show/caffeinatedcx/support
Getting 5 Star Reviews For Your Trades Business
October 25, 2023 14:57 - 24 minutes - 22.1 MBIn 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 5-star reviews are not just a metric but a path to dominance and excellence in your industry. ...
Why Occupy Wall Street Failed... And Made Things Worse.
October 18, 2023 12:40 - 28 minutes - 26.5 MBOccupy 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 worth of debt, and the establishment is stronger than ever. Since 1978, the CEO compensation among America's 30...
Praise to the Stakeholders!
October 11, 2023 15:47 - 9 minutes - 8.69 MBSup 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 --- Support this podcast: https://podcasters.spotify.com/pod/show/caffeinatedcx/support
The HeroCX Framework: Customer Service Week 2023
October 06, 2023 15:35 - 32 minutes - 29.6 MBHappy Customer Service Week, everybody! Here is how we rung in the Week at Rooter Hero Plumbing & Air! Here is the HeroCX Framework. Enjoy! --- Support this podcast: https://podcasters.spotify.com/pod/show/caffeinatedcx/support
The Long-Term Consequences of Short-Term Savings
October 04, 2023 15:33 - 5 minutes - 5.35 MBIn 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! --- Support this podcast: https://podcasters.spotify.com/pod/show/caffeinatedcx/support
Customer Service Week 1: The HeroCX Framework
October 02, 2023 15:46 - 8 minutes - 7.68 MBWelcome to 4th Quarter and Welcome to Customer Service Week 2023!! Here we lay out the HEROCX Framework. --- Support this podcast: https://podcasters.spotify.com/pod/show/caffeinatedcx/support
Customer Service Week 2023 (Bonus Episode)
September 28, 2023 15:31 - 7 minutes - 7.1 MBHere's a Speech I wrote to kick off Customer Service Week 2023. What are you doing to celebrate? --- Support this podcast: https://podcasters.spotify.com/pod/show/caffeinatedcx/support
CX in 2023
September 27, 2023 15:45 - 20 minutes - 18.5 MBIn 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 --- Support this podcast: https://podcasters.spotify.com/pod/show/caffeinatedcx/support
CX and Leadership with John Akhoian
September 20, 2023 07:01 - 22 minutes - 20.5 MBOn 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 Plumbing & Air: https://rooterhero.com/ John's LinkedIn: https://www.linkedin.com/in/john-akho...
The Customer Centric Plumbing Company
September 14, 2023 03:29 - 15 minutes - 13.9 MBOn 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 industry and gain insights into handling negative feedback while maintaining a positive brand...
Hiring For EQ and CQ
September 06, 2023 17:31 - 14 minutes - 12.8 MBOn 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 --- Support this podcast: https://podcasters.spotify.com/pod/show/caffeinatedcx/support
The Communication Crucible
August 30, 2023 15:30 - 18 minutes - 16.9 MBOn 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 --- Support this podcast: https://podcasters.spotify.com/pod/show/caffeinatedcx/support
Unrelenting Training
August 23, 2023 07:55 - 12 minutes - 11.3 MBOn 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 also sparks a domino effect across your entire business. We discuss how important it is for your training...