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
The 5 Qualities of Customer Service Superstars
October 19, 2022 13:24 - 9 minutes - 9.2 MBLet'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 --- Support this podcast: https://podcasters.spotify.com/pod/show/caffeinatedcx/support
Adventures in Bad CX
October 12, 2022 19:22 - 6 minutes - 6.37 MBMy wife went to a big box store last night. Let's talk about the experience. https://linktr.ee/caffcx --- Support this podcast: https://podcasters.spotify.com/pod/show/caffeinatedcx/support
The Unintended Consequences of Lowering Talk Time
October 05, 2022 20:01 - 9 minutes - 9.19 MBOn 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. --- Support this podcast: https://podcasters.spotify.com/pod/show/caffeinatedcx/support
All the Call Floor is a Stage
September 28, 2022 14:00 - 7 minutes - 6.88 MB'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, building value, getting all the right info... all important. But sometimes it's hard, right? S...
The Customer is Always Right?
September 21, 2022 15:32 - 7 minutes - 6.74 MBIs the customer always right? Where does that phrase come from? What does it mean? Let's talk about it. LinkTree: https://linktr.ee/caffcx --- Support this podcast: https://podcasters.spotify.com/pod/show/caffeinatedcx/support
The Laws of Referability
September 14, 2022 15:48 - 10 minutes - 10 MBIn 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-Conversational/dp/B0BF2HCKHS/ref=tmm_pap_swatch_0?_encoding=UTF8&qid=1663170034&sr=8-3 --- ...
Customer Satisfaction Vs Customer Loyalty
September 07, 2022 13:45 - 19 minutes - 17.9 MBIn 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: https://open.spotify.com/show/4xK9JgDxEsvzcOAvyvi6H0?si=uhnKR8uTQVu9g9tfj4LZSw&utm_source=copy-link...
Is Resolving Customer Complaints Enough? With Kat and Vanessa
August 31, 2022 13:22 - 27 minutes - 25.1 MBThis 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 --- Support this podcast: https://podcasters.spotify.com/pod/show/caffeinatedcx/support
The Quiet Quittening
August 24, 2022 13:00 - 9 minutes - 8.99 MBWe'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 --- Support this podcast: https://podcasters.spotify.com/pod/show/caffeinatedcx/support
The Great Layoffation (Part 2)
August 17, 2022 12:00 - 9 minutes - 9.25 MBPart 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 --- Support this podcast: https://podcasters.spotify.com/pod/show/caffeinatedcx/support
The Great Layoffation (Part 1)
August 10, 2022 19:25 - 13 minutes - 12.3 MBYou 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 --- Support this podcast: https://podcasters.spotify.com/pod/show/caffeinatedcx/support
Team Leads and Coaching Set Up
August 03, 2022 15:15 - 16 minutes - 15.6 MBIn 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 --- Support this podcast: https://podcasters.spotify.com/pod/show/caffeinatedcx/support
Let's Get Some CSRs!
July 27, 2022 16:05 - 15 minutes - 14 MBHey, a hiring episode. From the ad to the interview. LFG!! Obligatory LinkTree: https://linktr.ee/caffcx --- Support this podcast: https://podcasters.spotify.com/pod/show/caffeinatedcx/support
Horrible Self-Service with Jenny
July 20, 2022 16:27 - 29 minutes - 27.6 MBHey 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. --- Support this podcast: https://podcasters.spotify.com/pod/show/caffeinatedcx/support
Basically, It's The Basics
July 13, 2022 14:38 - 15 minutes - 14.5 MBEveryone 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 call queue for an hour is enough to be a 'Wow moment'. Look, we should never stop trying to make the...
Risk and Reward
July 06, 2022 14:17 - 14 minutes - 13.8 MBEntrepreneurs 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 replaced by Skynet, getting into a company with a toxic culture, or stagnation of their career, the ri...
Punk Scenes and Startups with Thomas Seelbinder
June 29, 2022 15:00 - 38 minutes - 35.4 MBOn 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 yourself, and bootstrapping helps in business. Thomas can be found here: https://www.linkedin.com/in/thomasse...
The PP Spectrum
June 22, 2022 14:08 - 13 minutes - 12.6 MBOn 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 --- Support this podcast: https://podcasters.spotify.com/pod/show/caffeinatedcx/support
Attrition Warfare
June 15, 2022 14:30 - 12 minutes - 11.8 MBIf your department or company has 50% employee turnover, it's probably your fault. Let's talk about it. Obligatory LinkTree: https://linktr.ee/caffcx --- Support this podcast: https://podcasters.spotify.com/pod/show/caffeinatedcx/support
Last Call
June 10, 2022 14:03 - 7 minutes - 6.53 MBJust a quick update on the future of the podcast. Expect great things. Obligatory LinkTree... link... https://linktr.ee/caffcx --- Support this podcast: https://podcasters.spotify.com/pod/show/caffeinatedcx/support
Burn Out
June 08, 2022 14:08 - 17 minutes - 16.6 MB"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 --- Support this podcast: https://podcasters.spotify.com/pod/show/caffeinatedcx/support
The Three Types of Empathy
June 01, 2022 14:25 - 11 minutes - 10.3 MBEmpathy. 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 --- Support this podcast: https://podcasters.spotify.com/pod/show/caffeinatedcx/support
Always Keep the Call Moving
May 27, 2022 13:47 - 8 minutes - 8.22 MBDead 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 --- Support this podcast: https://podcasters.spotify.com/pod/show/caffeinatedcx/support
In Defense of the Dispatch Fee
May 25, 2022 14:12 - 21 minutes - 19.6 MBThis 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 will change your mind as well. A dispatch fee can make a positive impact on the customer and employee...
Never Stop Training!!
May 20, 2022 15:13 - 10 minutes - 10.1 MBDoes your contact center training stop after your agents get out on the floor? That's weird, stop doing that. https://linktr.ee/caffcx --- Support this podcast: https://podcasters.spotify.com/pod/show/caffeinatedcx/support
Reducing Turnover in Your Contact Center
May 18, 2022 13:49 - 14 minutes - 13.2 MBWhy do call centers have such a terrible employee turnover rate? 30-45% (It's probably higher. Much higher). That's embarrassing. Here are some ways to reduce that employee churn. Turnover is expensive, it wastes resources and time, and is annoying, and it's sad to see good team members walk. So let's talk about it. And let's do better. https://linktr.ee/caffcx --- Support this podcast: https://podcasters.spotify.com/pod/show/caffeinatedcx/support
Training Customer Service Reps
May 13, 2022 14:23 - 19 minutes - 18.5 MBIn this episode of Caffeinated CX we talk training. This is an outline of our training curriculum we use for brand new Customer Service Reps. And it works. Things covered in this episode: Onboarding Company Culture and Values Stoicism Customer Experience Icebreakers. If you have any questions, please reach out to me on LinkedIn: https://www.linkedin.com/in/davidjpowers2/ The Caffeinated CX LinkTree: https://linktr.ee/caffcx --- Support this podcast: https://podcasters.spotify.com...
Gimme Gimme Gimme
May 11, 2022 14:28 - 9 minutes - 8.58 MBDo we give customers what they want, or what they need? How do we control the expectations? James Dodkins' Diabetes Pizza video (as mentioned): https://www.youtube.com/watch?v=tNV8z3xNaes The CaffCX LinkTree: https://linktr.ee/caffcx --- Support this podcast: https://podcasters.spotify.com/pod/show/caffeinatedcx/support
Zoomers and Boomers with Ryan Warriner
May 06, 2022 16:16 - 22 minutes - 20.4 MBToday on Caffeinated CX, we talk to Ryan Warriner (Author, Professional Trainer & Coach, Communication Consultant, Professor, Keynote Speaker) about Gen Z, training, political discussions in the workplace, and more. This was a great discussion, and very hyper caffeinated, technical issues (on my side) aside. 3 Keys: Accelerating Gen Z’s Development and Performance: https://thriveglobal.com/stories/3-keys-accelerating-gen-zs-development-and-performance/ Find Ryan here: https://www.linkedin....
Putting Employees First
May 04, 2022 14:12 - 13 minutes - 12.5 MBHappy May the Fourth! Star Wars Day! An international (intergalactic?) holiday. May the Fourth be With You! And also your employees. Let's put them first so they can put the customers first. https://linktr.ee/caffcx --- Support this podcast: https://podcasters.spotify.com/pod/show/caffeinatedcx/support
Community Outreach with Magda from Rooter Hero
April 27, 2022 20:42 - 30 minutes - 27.8 MBSecond episode recorded and released in the same day!? I must be incredibly hyper-caffeinated. I sat down with Magda from Rooter Hero, a plumbing company in California (that I also work for), and we talked about the Community Outreach division called Hero Helps. Community Outreach is great for branding, for footprint, for employee engagement, sure. It's also the right thing to do. https://linktr.ee/caffcx --- Support this podcast: https://podcasters.spotify.com/pod/show/caffeinatedcx/...
Contact Center Cybernetics
April 27, 2022 14:41 - 14 minutes - 13.5 MBAI, the contact center, and the customer. https://linktr.ee/caffcx --- Support this podcast: https://podcasters.spotify.com/pod/show/caffeinatedcx/support
CSR/DSR 2
April 22, 2022 14:05 - 10 minutes - 9.44 MBThis one is a bit Trades-Centric but that's okay. Replace CSR and DSR with anything you choose. Should Customer Service Reps and Dispatchers be in the same building, let alone the same room, or god forbid the same person? Listen and find out. https://linktr.ee/caffcx --- Support this podcast: https://podcasters.spotify.com/pod/show/caffeinatedcx/support
The Positive Aspect of Negative Reviews
April 20, 2022 14:35 - 7 minutes - 7.32 MBWhile negative reviews should be minimized (by fixing the experience in the experience when things get wonky) they are unavoidable. Here is why they could possibly a good thing. https://linktr.ee/caffcx --- Support this podcast: https://podcasters.spotify.com/pod/show/caffeinatedcx/support
Guilty by Association
April 15, 2022 16:00 - 8 minutes - 7.5 MBYou're only as good as the third parties you use. https://linktr.ee/caffcx --- Support this podcast: https://podcasters.spotify.com/pod/show/caffeinatedcx/support
17 Year Low
April 13, 2022 14:53 - 10 minutes - 9.47 MBAccording to a report released by ZenDesk, Customer Experience is at a 17 Year Low. Wow. Why? Let's talk about it. https://linktr.ee/caffcx https://cdn2.assets-servd.host/paltry-coyote/production/exports/03c2790399056e1b064267b588518446/zendesk-cx-trends-2022-report.pdf --- Support this podcast: https://podcasters.spotify.com/pod/show/caffeinatedcx/support
Transparency
April 08, 2022 14:43 - 9 minutes - 8.51 MBTransparency is one of the most important things you can offer your employees AND your customers. https://linktr.ee/caffcx --- Support this podcast: https://podcasters.spotify.com/pod/show/caffeinatedcx/support
Opening the OTTER Gate
April 06, 2022 14:23 - 14 minutes - 13.5 MBHow to open the OTTER Gate using the 5 Keys of CX https://linktr.ee/caffcx --- Support this podcast: https://podcasters.spotify.com/pod/show/caffeinatedcx/support
Annoying Apologetic Asks
April 01, 2022 14:23 - 10 minutes - 10 MBWhy are some questions harder to ask for a CSR than others? For example: email addresses. Today, we address that issue. https://linktr.ee/caffcx --- Support this podcast: https://podcasters.spotify.com/pod/show/caffeinatedcx/support
Consistent Messaging
March 30, 2022 14:35 - 12 minutes - 11.9 MBHere's the LinkTree: https://linktr.ee/caffcx First off, thanks for watching. Second off, keep your brand messaging consistent across all customer touchpoints. Even tiktok. --- Support this podcast: https://podcasters.spotify.com/pod/show/caffeinatedcx/support
Burgers of Wrath
March 23, 2022 14:49 - 12 minutes - 11.2 MB"Time Flows Like a River and History Repeats"- Secret of Mana In this episode we analyze the song Burgers of Wrath, by Jello Biafra, former vocalist of the Dead Kennedys, and then descend into inflation, record corporate profits, how many Americans are living paycheck to paycheck, and how we're footing the bill for WalMart. So, it'll be a fun episode. Burgers of Wrath: https://www.youtube.com/watch?v=MtaGSI1QrA8 The Caffeinated CX LinkTree: https://linktr.ee/caffcx --- Support this pod...
The New Word of Mouth
March 18, 2022 14:45 - 9 minutes - 8.94 MBIn case this internet thing isn't just another hoola hoop fad, online review platforms are the new word of mouth. Here's how to get some. https://linktr.ee/caffcx --- Support this podcast: https://podcasters.spotify.com/pod/show/caffeinatedcx/support
The Customer Service Superstar
March 16, 2022 14:56 - 11 minutes - 10.5 MBHow to hire and cultivate customer service superstars. https://linktr.ee/caffcx --- Support this podcast: https://podcasters.spotify.com/pod/show/caffeinatedcx/support
Always Be Improving
March 11, 2022 15:57 - 12 minutes - 11.3 MBKnow your stuff. https://linktr.ee/caffcx --- Support this podcast: https://podcasters.spotify.com/pod/show/caffeinatedcx/support
It's Fine
March 09, 2022 15:16 - 5 minutes - 5.26 MBWhat starts with F, has 4 letters, and is something you never want to hear you customer, your spouse, or your boss say to you? https://linktr.ee/caffcx --- Support this podcast: https://podcasters.spotify.com/pod/show/caffeinatedcx/support
First Impressions Matter
March 04, 2022 15:42 - 10 minutes - 9.36 MBLet's talk first impressions. https://linktr.ee/caffcx --- Support this podcast: https://podcasters.spotify.com/pod/show/caffeinatedcx/support
Utilizing Nerdy Skills in CX Leadership
March 03, 2022 15:17 - 11 minutes - 10.3 MBWhat do Dungeons & Dragons, World of Warcraft, and Customer Experience have in common? Other than this handsome and humble hyper caffeinated podcast host? TRANSFERABLE SKILLS! So roll initiative and let's go. https://linktr.ee/caffcx --- Support this podcast: https://podcasters.spotify.com/pod/show/caffeinatedcx/support
It Comes From the Top
March 02, 2022 15:37 - 9 minutes - 9.15 MBEnacting any kind of CX Program or improvement includes buy in from the top. Here's how to do that. https://linktr.ee/caffcx --- Support this podcast: https://podcasters.spotify.com/pod/show/caffeinatedcx/support
Pay Your Dues
February 25, 2022 17:03 - 8 minutes - 7.72 MBEvery person, no matter what their career path is, should spend at least one year in a customer facing position. Why? Listen to the episode. https://linktr.ee/caffcx --- Support this podcast: https://podcasters.spotify.com/pod/show/caffeinatedcx/support
Coachings and 1-on-1's
February 23, 2022 15:01 - 11 minutes - 10.4 MBIn today's episode we talk about coaching contact center agents as well as having 1-on-1's with them, and why they're important, and why they are separate. Remember to share and rate and review. This is the 50th one I've thrown up here. That's some sort of milestone I guess. Here's the LinkTree. https://linktr.ee/caffcx There's links on it. Hence the name. Okay, bye. --- Support this podcast: https://podcasters.spotify.com/pod/show/caffeinatedcx/support