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
One Stop Resolutions (From the Caffeinated Archives)
August 16, 2023 15:16 - 6 minutes - 5.77 MBWe reach down into the archive for this gem of an episode. Enjoy the beginning of Caffeinated CX, where it was an offshoot of Coffee With Dave, an internal video series for Rooter Hero Plumbing & Air Here's the LinkTree! --- Support this podcast: https://podcasters.spotify.com/pod/show/caffeinatedcx/support
Customer Service Isn't For Everyone
August 09, 2023 12:52 - 11 minutes - 10.8 MBIn this episode of Caffeinated CX, we tackle the frustration of repeating ourselves during calls and the importance of empathy in customer service. Discover why getting worked up over simple questions isn't worth it and why ego has no place in exceptional service. It's time to flip the script, treat everyone with respect, and turn each call into an opportunity to make a positive impact. Here's the LinkTree --- Support this podcast: https://podcasters.spotify.com/pod/show/caffeinatedcx/su...
The Compassionate Meritocracy
August 02, 2023 12:38 - 11 minutes - 10.8 MBIn this episode of Caffeinated CX, David introduces the concept of the Compassionate Meritocracy Emphasizing the importance of high standards and human compassion, he explains how this approach fosters a positive and supportive workplace culture. Discover how the call center thrives on excellence while remembering the humanity of its employees, creating a dynamic and fulfilling environment for everyone. --- Support this podcast: https://podcasters.spotify.com/pod/show/caffeinatedcx/support
P.E.A.C.E. Company Culture and Values
July 26, 2023 12:52 - 11 minutes - 10.1 MBOn this episode of Caffeinated CX, we talk Leadership, Company Values, and Culture with the reminder that leadership is not just a title; it's a responsibility to be the living embodiment of our values. Leading by example builds trust, the currency of leadership. Everyone in the company has a role in shaping the culture through consistent actions that align with the shared beliefs and principles. By living and breathing the values, the tribe becomes an unstoppable force, leaving a lasting le...
Leveling Up the Contact Center with Performance Pay
July 19, 2023 13:14 - 15 minutes - 14.6 MBIn this episode of Caffeinated CX, we dive deep into the world of call centers and explore the game-changing benefits of performance pay and gamification. Drawing inspiration from the legendary game World of Warcraft and others, we'll uncover how these strategies can supercharge your call center's productivity, motivation, and customer experience. Get ready to unleash the inner warriors, mages, warlocks, and paladins within your agents and take your call center to new heights! https://linkt...
Creating Cyborgs With Bad QA
July 12, 2023 13:46 - 13 minutes - 12.1 MBOn this episode of Caffeinated CX we delve back into the shadowy depths of the Customer Service Subreddit on... Reddit where we take a look at why some companies force their chat customer service agents to use expander macros, copy/paste responses, and templates when they could just get a Chatbot. Please note, this is not an argument for Chatbots. Here's the LinkTree: https://linktr.ee/caffcx --- Support this podcast: https://podcasters.spotify.com/pod/show/caffeinatedcx/support
Espresso Shot: Unleashing Empathy
July 07, 2023 18:50 - 6 minutes - 5.97 MBIn this Espresso Shot (It's a double shot): we explore the essential role of empathy and emotional intelligence in customer service. We delve into how call center agents and leaders can cultivate these qualities to enhance customer interactions. The episode highlights the significance of empathy as a bridge to customer satisfaction and emphasizes the power of emotional intelligence in handling challenging situations. Practical tips and strategies are provided for improving empathy and emotio...
Forging a Customer-Centric Company Culture
July 05, 2023 07:43 - 11 minutes - 10.7 MBWelcome to Caffeinated CX, where we delve into the electrifying realm of building a customer-centric company culture. Brace yourself for battle-tested strategies that will propel your business to new heights. It starts with leadership setting the example, but every soul in your organization must embrace the customer-centric mindset. Empower your people, invest in training and development, and foster cross-functional collaboration. Embrace customer feedback, transparency, and continuous impro...
Espresso Shot: 5 Ways to Up Your CX Game
July 03, 2023 18:44 - 3 minutes - 3.48 MBIn this Espresso Shot, join us as we dive into the world of customer service revolution and provide 5 Ways to Up your CX Game. Discover how to create effortless experiences that rock the establishment and leave customers begging for more. Prepare to get Caffeinated as we tear down the walls of mediocrity and revolutionize customer service with authenticity, empathy, and continuous improvement. Get ready to disrupt the status quo, ignite customer satisfaction, and foster unbreakable loyalty....
Espresso Shot: Simplifying the Peak-End Rule
June 30, 2023 09:41 - 4 minutes - 4.53 MBJoin us on a CX journey as we uncover the truth about customer service in plumbing companies. Armed with the wisdom of the Peak-End Rule, we explore the impact of friendly plumbers, attentive phone operators, and efficient dispatchers. Discover the power of creating positive peaks and triumphant endings to revolutionize the customer experience. Get ready to rock the world of plumbing service! Here's the LinkTree --- Support this podcast: https://podcasters.spotify.com/pod/show/caffeinate...
Unmasking the Delight Fallacy
June 27, 2023 07:00 - 12 minutes - 11.8 MBIn this episode of Caffeinated CX, we challenge the misconception that constantly delighting customers is the key to loyalty. Instead, we embrace the power of delivering effortless experiences. By prioritizing consistency, streamlining processes, and minimizing customer effort, we unlock the true path to unwavering loyalty. We delve into the psychology of human nature and strike a harmonious balance between effort and excellence. Through captivating examples, we learn how industry leaders hav...
Espresso Shot: EX=CX²
June 26, 2023 09:39 - 4 minutes - 4.22 MBIn this Espresso Shot, we delve into the captivating world of employee engagement and customer experience. Get ready for mind-blowing insights and statistics that will revolutionize the way you approach business. Discover the powerful connection between engaged employees and exceptional customer satisfaction, and unlock the secrets to dominating your industry. Join us on Caffeinated CX, where we delve into the dynamic world of customer experience and employee engagement. Discover the secret...
Espresso Shot: The Hidden Power of Positive Reviews
June 23, 2023 18:37 - 6 minutes - 5.52 MBIn this Espresso Shot, we delve deep into the untamed world of positive reviews and customer experience. Join us as we uncover the raw, unfiltered truth behind the extraordinary power of positive reviews and how they can propel your business to new heights of success. Discover how positive reviews serve as the ultimate fuel that drives businesses to the top, converting doubters into raving fans along the way. Explore the impenetrable armor of reputation that shields businesses from negativit...
The Unfiltered Truth about Poor Customer Experience
June 21, 2023 13:03 - 13 minutes - 12.4 MBIn this episode we dive headfirst into the unfiltered truth about the consequences of poor customer experience. Brace yourself for a reality check that will shake the very foundation of your business. From the silent revenue killer of customer churn to the devastating impact of negative word-of-mouth, we reveal the hidden costs that come with neglecting your customers. But fear not, because we also explore the power of customer experience and customer service leadership. Discover how visiona...
From Scripts to Subversion: Embracing Punk Rock Ethos for Customer Service and Branding Success
June 14, 2023 16:45 - 9 minutes - 8.84 MBIn this electrifying episode we explore the intersection of punk rock, contact centers, and marketing to revolutionize customer engagement. Discover how embracing authenticity, empowerment, disruption, and social justice can elevate your contact center's customer service and brand engagement to new heights. Learn from inspiring stories of punk rock in action, and uncover practical strategies to challenge conformity, unleash innovation, and make a profound impact on both your customers and so...
Embracing the Minimum Effective Tech Stack
June 07, 2023 14:54 - 11 minutes - 10.9 MBIn this episode, we delve into the world of contact centers, uncovering the secrets of a minimum viable tech stack. Join us as we strip away the excess and reveal the essential components that drive effective contact center operations. From customer relationship management (CRM) systems to omnichannel solutions, analytics tools, workforce management software, and data security measures, we leave no stone unturned. Learn how to empower your agents, enhance the customer experience, and maximiz...
Efficiency and Progress Are Ours Once A-More
May 31, 2023 14:40 - 11 minutes - 10.8 MBIn this power-packed episode of Caffeinated CX we reveal the secrets to exceptional customer service. Learn how to strike the perfect balance between blowing minds and ruthless efficiency. From personalized experiences to lightning-fast problem-solving, we uncover the essential service standards you need. Inject personality, streamline processes, and anticipate customer needs like a psycho psychic. Discover the impact of surprise and delight, and embrace feedback for continuous improvement. ...
Shattering the Silos: Holy Unity for Unstoppable Triumph
May 24, 2023 14:37 - 10 minutes - 9.43 MBFirst, go to the LinkTree and check out the blog. Jeesh. Introduction: Get ready to ignite your senses as we plunge headfirst into the dark depths of customer experience. Today, we're tearing down the walls, smashing the barriers, and unleashing the glorious holy power of collaboration between marketing, customer service, and sales. Brace yourselves for a mind-blowing discussion that will revolutionize your business. Part 1 Chains of Isolation: We're ripping apart the chains that bind us i...
CaffCX Throwback- Humanized CX
May 17, 2023 14:37 - 6 minutes - 5.72 MBAn episode from the before times. --- Support this podcast: https://podcasters.spotify.com/pod/show/caffeinatedcx/support
Why You Should (Sometimes) Fire Customers
May 10, 2023 15:12 - 10 minutes - 9.67 MBOn this episode of Caffeinated CX we talk about why it's sometimes necessary to let customers go, and compare it to when you need let someone go in your personal life because they're toxic or they're abusive. Then we talk about tipping in Self Service environments, because that's weird. Who's we? Me. Anyway, here's the LinkTree --- Support this podcast: https://podcasters.spotify.com/pod/show/caffeinatedcx/support
A Firestorm to Purify the Bane that Customer Service Drowns In
May 03, 2023 08:17 - 12 minutes - 12 MBIn this episode, we discuss the importance of customer experience in business and provide specific examples of what bad customer experience looks like. We also provide actionable steps that businesses can take to improve their customer experience, such as understanding their customers, empowering their employees, communicating effectively, being responsive to feedback, and prioritizing customer experience as a key part of their overall strategy. By prioritizing customer and more importantly...
Personal Development in the Contact Center
April 26, 2023 14:14 - 14 minutes - 13.3 MBHere's a question: why does almost nobody offer personal development training for their contact center employees? In this episode, we attempt to answer the question and give reasons why you should care about their personal and professional growth. LinkTree --- Support this podcast: https://podcasters.spotify.com/pod/show/caffeinatedcx/support
The Caffeinated CX Mindset
April 19, 2023 14:09 - 8 minutes - 7.64 MBIn this episode, we explore the CAFFEINATED CX mindset for providing exceptional customer service. From the power of high energy to the NPS-driven approach, we cover all the essentials for building positive relationships with customers and growing your business. Discover how to stay motivated, work hard, take breaks, and focus on the customer to bring positive energy to every interaction. Learn how to maintain your energy levels all day long, set achievable goals, prioritize tasks, and creat...
The Power and Pitfalls of Personalization
April 12, 2023 09:43 - 11 minutes - 10.8 MBWelcome to "Caffeinated CX," the podcast where we talk about CX and stuff... all in a hyper-caffeinated state. In this episode, our host David, the Caffeinated CXO, takes a deep-ish dive into the world of personalization in customer experience. We'll explore the power and pitfalls of customized experiences and discuss the importance of finding the right balance between personalization and efficiency. David will share insights and examples of how personalization can be effective when done ...
Is QA Workplace Bullying?
April 05, 2023 14:30 - 13 minutes - 12.4 MBOn this episode of Caffeinated CX we return to the depressing depths of the Callcentre Subreddit, a place of terror and sadness to read a post that asks "is QA a form of workplace bullying?" It can be. If the QA and Supervisors only focus on the bad, get excessively nitpicky, or the only time they interact with QA or their supervisor is when the agent did something wrong. Most of the time, I don't think it is. But let's talk about it regardless. LinkTree! --- Support this podcast: htt...
Improving Your Bottom Line by Improving Company Culture
March 29, 2023 07:29 - 11 minutes - 10.2 MBOn 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 --- Support this podcast: https://podcasters.spotify.com/pod/show/caffeinatedcx/support
Taking Care of the Voice of Your Company with Zac Garside
March 22, 2023 07:32 - 28 minutes - 19.7 MBOn 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 --- Support this podcast: https://podcasters.spotify.com/pod/show/caffeinatedcx/support
Increasing Empathy, Decreasing Effort
March 15, 2023 15:19 - 17 minutes - 16.1 MBOn 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 --- Support this podcast: https://podcasters.spotify.com/pod/show/caffeinatedcx/support
Sales Training for Plumbers w/Tony Gee
March 08, 2023 14:30 - 32 minutes - 29.9 MBOn 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: --- Support this podcast: https://podcasters.spotify.com/pod/show/caffeinatedcx/support
OTTER 2.0
March 01, 2023 15:41 - 16 minutes - 15.1 MBHello! 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 --- Support this podcast: https://podcasters.spotify.com/pod/show/caffeinatedcx/support
Reduce Your Turnover Rate by NOT Doing This
February 22, 2023 15:26 - 14 minutes - 13.3 MBOn 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 --- Support this podcast: https://podcasters.spotify.com/pod/show/caffeinatedcx/support
12 Needs for Ultimate CX
February 15, 2023 15:49 - 10 minutes - 9.83 MBHere are 12 needs for ultimate cx. There are probably more. But here are 12. https://linktr.ee/caffcx --- Support this podcast: https://podcasters.spotify.com/pod/show/caffeinatedcx/support
The Negative Connotations of Coaching
February 08, 2023 15:50 - 11 minutes - 10.4 MBHeya! 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. Anyway, here's the LinkTree, and remember to buy my book! --- Support this podcast: https://podcasters.spo...
The 5 Cardinal Rules for Amazing CSRs
February 01, 2023 16:06 - 11 minutes - 10.6 MBThere 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 --- Support this podcast: https://podcasters.spotify.com/pod/show/caffeinatedcx/support
Robot Customers
January 25, 2023 15:48 - 15 minutes - 14.5 MBIn 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 --- Support this podcast: https://podcasters.spotify.com/pod/show/caffeinatedcx/support
Running a Contact Center Team
January 18, 2023 15:02 - 12 minutes - 11.8 MBOn this episode of Caffeinated CX we talk about the importance and the duties (heh) of Team Leads! Here's the linktree --- Support this podcast: https://podcasters.spotify.com/pod/show/caffeinatedcx/support
Critical Failures in CX
January 11, 2023 16:01 - 15 minutes - 14.4 MBOn 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 --- Support this podcast: https://podcasters.spotify.com/pod/show/caffeinatedcx/support
Stoicism in the Contact Center- BONUS EPISODE
January 06, 2023 15:36 - 12 minutes - 11.8 MBOn 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 --- Support this podcast: https://podcasters.spotify.com/pod/show/caffeinatedcx/support
The Punk Rock Contact Center
January 04, 2023 15:33 - 11 minutes - 10.9 MBOn 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 --- Support this podcast: https://podcasters.spotify.com/pod/show/caffeinatedcx/support
Floor Support in a Digital Age
December 28, 2022 15:39 - 15 minutes - 14.1 MBFor 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 --- Support this podcast: https://podcasters.spotify.com/pod/show/caffeinatedcx/support
Enter 2023
December 21, 2022 16:19 - 8 minutes - 7.6 MBIn this episode we talk about 2022 and what maybe 2023 will be like. --- Support this podcast: https://podcasters.spotify.com/pod/show/caffeinatedcx/support
Quality Assurance Automation
December 14, 2022 15:29 - 12 minutes - 11.4 MBIn 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 --- Support this podcast: https://podcasters.spotify.com/pod/show/caffeinatedcx/support
RISE OF THE HUMAN CHATBOT
December 07, 2022 15:37 - 8 minutes - 8.16 MBIn 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 --- Support this podcast: https://podcasters.spotify.com/pod/show/caffeinatedcx/support
Decentralized Locations
November 30, 2022 13:48 - 13 minutes - 12.6 MBAnother 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 --- Support this podcast: https://podcasters.spotify.com/pod/show/caffeinatedcx/support
Human Formfills
November 23, 2022 15:29 - 7 minutes - 7.34 MBAre 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 --- Support this podcast: https://podcasters.spotify.com/pod/show/caffeinatedcx/support
Addition by Subtraction
November 16, 2022 23:24 - 10 minutes - 9.5 MBWhat 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 --- Support this podcast: https://podcasters.spotify.com/pod/show/caffeinatedcx/support
Wowing Customers
November 09, 2022 16:49 - 9 minutes - 8.65 MBIf "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 --- Support this podcast: https://podcasters.spotify.com/pod/show/caffeinatedcx/support
Company-Customer Friction
November 02, 2022 16:47 - 11 minutes - 10.5 MBFriction 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 --- Support this podcast: https://podcasters.spotify.com/pod/show/caffeinatedcx/support
Call Center Horror Story: Cell Phone Policies
October 31, 2022 19:31 - 6 minutes - 6.26 MBMwahahahahaha 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 --- Support this podcast: https://podcasters.spotify.com/pod/show/caffeinatedcx/support
Every Call is a Sales Call
October 26, 2022 14:39 - 10 minutes - 9.67 MBEvery 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 --- Support this podcast: https://podcasters.spotify.com/pod/show/caffeinatedcx/support