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 Absolute Glory That is Repeat Customers
February 18, 2022 16:53 - 11 minutes - 10.5 MBRepeat customers are awesome. That's it. That's the episode. Have a good night! https://linktr.ee/caffcx --- Support this podcast: https://podcasters.spotify.com/pod/show/caffeinatedcx/support
Hiring the Right Customer Service Agents
February 16, 2022 15:45 - 11 minutes - 10.3 MBDon't rush the process. Whatever you do, whatever situation you're in... DON'T RUSH THE PROCESS. From the interview on, we discuss how to spot and hire the best customer service reps for your business. Hint: It's not their experience. https://linktr.ee/caffcx --- Support this podcast: https://podcasters.spotify.com/pod/show/caffeinatedcx/support
Generational Loyalty
February 11, 2022 16:00 - 7 minutes - 7.15 MBRegardless of industry, worldwide Customer Loyalty is going down, and the way it breaks down by generation is interesting to say the least. https://linktr.ee/caffcx --- Support this podcast: https://podcasters.spotify.com/pod/show/caffeinatedcx/support
Weird Severance
February 09, 2022 15:55 - 7 minutes - 7.29 MBIn this episode we talk about Peloton's weird severance package to the 2,800 people laid off, how funny the acronym for Customer/Employee Experience is, and some PPP stuff. All in a hyper-caffeinated state. https://linktr.ee/caffcx --- Support this podcast: https://podcasters.spotify.com/pod/show/caffeinatedcx/support
The EX CX Cycle
February 04, 2022 15:23 - 5 minutes - 5.14 MBGood morning! Today we are going to have a brief talk on the EX/CX Cycle. What's that? I often use the equation ex=cx² or employee experience=customer experience squared. The cycle is this: the employees take care of the customers, the customers take care of the business, the business takes care of the employees, and it repeats in a never ending circle of life. How is this done? Through a company culture that encourages transparency, respect, and collaboration. https://linktr.ee/caffcx ...
It's Not Enough to Resolve Complaints
February 02, 2022 15:49 - 5 minutes - 5.07 MBhttps://linktr.ee/caffcx Customer complaints. When a customer complains. How do you handle them? Do you throw hush money at them ("Hey we'll refund this money if you remove this bad review") to make them go away? Or do you use them as opportunities to make your business better? In my opinion, it's not enough to resolve a complaint. You have to restore the customer's confidence in the company. And then make sure that kind of complaint NEVER happens again. What do you think? --- Support...
5 Steps For Better CX
January 26, 2022 16:28 - 7 minutes - 6.61 MBHere are 5 things you can do to improve your CX. https://linktr.ee/caffcx --- Support this podcast: https://podcasters.spotify.com/pod/show/caffeinatedcx/support
CX Book Recommendations
January 24, 2022 15:00 - 5 minutes - 4.83 MBHere's a list of books you should read right now. This instant. This very second. The Caffeinated CX LinkTree: https://linktr.ee/caffcx Share, Rate, Review --- Support this podcast: https://podcasters.spotify.com/pod/show/caffeinatedcx/support
Why Incentivizing AHT is Often Dumb
January 21, 2022 17:23 - 6 minutes - 5.61 MBDo you incentivize your call center agents' AHT (Average Handle Time)? Why? Stop. Anyway... share, rate, review! The Caffeinated CX LinkTree: https://linktr.ee/caffcx --- Support this podcast: https://podcasters.spotify.com/pod/show/caffeinatedcx/support
Call Center Culture and Leadership (or lack thereof) During a Crisis with Yergy from the Misery Machine!!
January 19, 2022 15:00 - 43 minutes - 40.1 MBThe ACS Murders: https://www.youtube.com/playlist?list=PL5RlC2z-L-I10l2H38K3y-vKNl5-ejLJ_ The Misery Machine on Apple: https://podcasts.apple.com/us/podcast/the-misery-machine/id1486604765 ------------------------------------------------------------------ This is a very special episode for me, and I hope for you as well. Jess Yergin (Yergy) is an old, dear friend and here we talk about a couple of tragic events that struck the call center she worked at as a Team Lead/Supervisor/Manager. ...
Improving CX in an Industry with a Bad Rep w/Daniel Mattar
January 17, 2022 22:42 - 18 minutes - 17.3 MBhttps://linktr.ee/caffcx --- Support this podcast: https://podcasters.spotify.com/pod/show/caffeinatedcx/support
PIP
January 14, 2022 20:54 - 8 minutes - 7.95 MBhttps://linktr.ee/caffcx PIP- Praise in Public. Shout out the awesome. --- Support this podcast: https://podcasters.spotify.com/pod/show/caffeinatedcx/support
Smash the Silos
January 12, 2022 17:00 - 6 minutes - 6.08 MBNo one department sees the entire customer journey. Why? Why are there still silos? Let's blow them up... in Minecraft https://linktr.ee/caffcx --- Support this podcast: https://podcasters.spotify.com/pod/show/caffeinatedcx/support
Respecting Customer Channels
January 10, 2022 17:00 - 6 minutes - 5.84 MBA Customer reaches out to you on a specific channel for a reason. Respect that. https://linktr.ee/caffcx --- Support this podcast: https://podcasters.spotify.com/pod/show/caffeinatedcx/support
The Golden Rule
January 07, 2022 15:00 - 6 minutes - 6.16 MBPracticing the CX Golden Rule https://linktr.ee/caffcx --- Support this podcast: https://podcasters.spotify.com/pod/show/caffeinatedcx/support
CSAT is a BS Metric
December 30, 2021 15:41 - 6 minutes - 5.73 MBDon't track customer satisfaction. Satisfaction isn't enough. Track customer loyalty. https://linktr.ee/caffcx --- Support this podcast: https://podcasters.spotify.com/pod/show/caffeinatedcx/support
Let's Review Your 2021
December 27, 2021 02:58 - 7 minutes - 6.74 MBRate, Review, and Share! --- Support this podcast: https://podcasters.spotify.com/pod/show/caffeinatedcx/support
CX RIOT RADIO (Trailer)
December 27, 2021 02:33 - 36 seconds - 582 KB--- Support this podcast: https://podcasters.spotify.com/pod/show/caffeinatedcx/support
Caffeinated CX (Trailer)
December 27, 2021 02:33 - 36 seconds - 582 KB--- Send in a voice message: https://podcasters.spotify.com/pod/show/caffeinatedcx/message Support this podcast: https://podcasters.spotify.com/pod/show/caffeinatedcx/support
Artificial Intelligence as a Buzzword
December 27, 2021 02:13 - 5 minutes - 4.97 MBThe Google AI Video and it's consequences has been a disaster for the customer service industry. https://linktr.ee/caffcx Original Post: https://www.linkedin.com/pulse/caffeinated-cx-newsletter-david-powers/ --- Support this podcast: https://podcasters.spotify.com/pod/show/caffeinatedcx/support
The Great Resignation BS
December 20, 2021 03:39 - 15 minutes - 14.1 MBhttps://linktr.ee/caffcx Like, comment, share, blah blah blah blah. --- Support this podcast: https://podcasters.spotify.com/pod/show/caffeinatedcx/support
This is About Me Giving Back
December 16, 2021 01:26 - 7 minutes - 6.64 MBRecorded from my hotel room during Customer Contact Week in Vegas, here is a short episode about how I'm doing this to give back to the industry I've been in for the last 23 years. From people just cutting their teeth in customer service or call centers, all the way up to the top. This whole thing is for you. I'm not here to sell anything to you, all the content on here is free for the taking. https://linktr.ee/caffcx --- Support this podcast: https://podcasters.spotify.com/pod/show/caff...
It All Matters
December 10, 2021 15:05 - 8 minutes - 7.61 MBhttps://linktr.ee/caffcx Drink a pot of coffee and race to the office to use the restroom. Talk CX. Today we drill in that IT ALL MATTERS. From initial brand recognition until the customer dies. --- Support this podcast: https://podcasters.spotify.com/pod/show/caffeinatedcx/support
AQ Ain't Just an Instance Anymore
December 03, 2021 15:05 - 8 minutes - 7.51 MBhttps://linktr.ee/caffcx --- Support this podcast: https://podcasters.spotify.com/pod/show/caffeinatedcx/support
The Most Important Aspect
November 26, 2021 16:44 - 11 minutes - 10.4 MBhttps://linktr.ee/caffcx --- Support this podcast: https://podcasters.spotify.com/pod/show/caffeinatedcx/support
Hyper-Caffeinated Leadership 1
November 22, 2021 15:00 - 16 minutes - 15.4 MBBooks: Extreme Ownership One Minute Manager Leadership Strategy & Tactics The Effective Executive Tribes Google them for the answer ya schlub. Check out the Caffeinated LinkTree: https://linktr.ee/caffcx --- Support this podcast: https://podcasters.spotify.com/pod/show/caffeinatedcx/support
Stop Blaming Your Bad Customer Service on Covid
November 17, 2021 20:00 - 8 minutes - 8.12 MBWe're almost 2 years in, why are you still blaming long hold times on the pandemic? Why are you STILL using the pandemic as an excuse? STOP. https://linktr.ee/caffcx --- Support this podcast: https://podcasters.spotify.com/pod/show/caffeinatedcx/support
Call Center Horror Story: The Bottle
November 15, 2021 16:00 - 7 minutes - 6.99 MBSpooky 👻 story about a call center in a far away place in a far away time. Involves a bottle, a badly structured attendance point system, and an outsourced draconian HR team. https://linktr.ee/caffcx --- Support this podcast: https://podcasters.spotify.com/pod/show/caffeinatedcx/support
Convenience For Me, or Convenience For Thee?
November 12, 2021 15:29 - 6 minutes - 5.8 MBhttps://linktr.ee/caffcx --- Support this podcast: https://podcasters.spotify.com/pod/show/caffeinatedcx/support
NPS Scores (Net Promoter Score... Scores)
November 11, 2021 06:18 - 7 minutes - 7.05 MBThe Caffeinated Linktree: https://linktr.ee/caffcx --- Support this podcast: https://podcasters.spotify.com/pod/show/caffeinatedcx/support
Safety, the Brand, and the CX with Fernando Lucio
November 10, 2021 17:00 - 15 minutes - 14 MBI sat down with Fernando Lucio, Safety Director and Fleet Commander of Rooter Hero Plumbing back during Customer Service Week. (Full disclosure: I work for Rooter Hero Plumbing) We talk about the importance of safety, especially with driving company vans (aka: giant moving billboards) and how that affects the brand and the customer experience. Enjoy! https://linktr.ee/caffcx --- Support this podcast: https://podcasters.spotify.com/pod/show/caffeinatedcx/support
Simplifying the Peak-End Rule
November 08, 2021 17:00 - 6 minutes - 6.21 MBPretend I have a White Board https://linktr.ee/caffcx --- Support this podcast: https://podcasters.spotify.com/pod/show/caffeinatedcx/support
Customer Choice
November 05, 2021 15:00 - 8 minutes - 7.72 MBOn today's episode of Caffeinated CX we talk about Customer Choice and why sometimes limiting the choices of how to reach you is a good idea. https://linktr.ee/caffcx --- Support this podcast: https://podcasters.spotify.com/pod/show/caffeinatedcx/support
Customer Expectations
October 22, 2021 15:26 - 4 minutes - 4.55 MBIn this episode of Caffeinated CX we talk about evolving customer expectations and what that means for the way you do your CX and customer service. The Caffeinated CX LinkTree: https://linktr.ee/caffcx --- Support this podcast: https://podcasters.spotify.com/pod/show/caffeinatedcx/support
Call Center = Cost Center?
October 18, 2021 12:00 - 11 minutes - 16.2 MBWe go over this article: https://www.forrester.com/blogs/cancel-the-cost-center-culture-in-customer-service/ No... it's not confirmation bias. Why would you say that? Here's the Caffeinated CX Linktree: https://linktr.ee/caffcx --- Support this podcast: https://podcasters.spotify.com/pod/show/caffeinatedcx/support
ex=cx²
October 14, 2021 12:19 - 9 minutes - 13.3 MBThe one simple equation that will elevate your company to new heights The Caffeinated CX Linktree: https://linktr.ee/caffcx --- Support this podcast: https://podcasters.spotify.com/pod/show/caffeinatedcx/support
The 4 Most Important Skills a CSR Can Possess
October 10, 2021 16:57 - 6 minutes - 9.71 MBWhat are the four major skills you should be developing as a CSR? Hiring managers, what are the four skills you want to look out for when hiring CSRs? Listen to the episode to find out.. Blog: https://caffcx.blogspot.com/ Twitter: https://twitter.com/caffeinatedcx LinkedIn: https://www.linkedin.com/in/davidjpowers2/ --- Support this podcast: https://podcasters.spotify.com/pod/show/caffeinatedcx/support
Rant 001
October 08, 2021 16:13 - 18 minutes - 16.6 MBJust a rant. caffcx.blogspot.com --- Support this podcast: https://podcasters.spotify.com/pod/show/caffeinatedcx/support
Don't Turn Your Agents Into Chatbots
October 08, 2021 16:11 - 8 minutes - 8.12 MBYou know who likes Chatbots? Chatbot designers. Periodt, as the kids say. caffcx.blogspot.com --- Support this podcast: https://podcasters.spotify.com/pod/show/caffeinatedcx/support
3 Questions on How to Get to Know Your Employees on Day 1
October 08, 2021 16:10 - 7 minutes - 7.18 MBSee the title. caffcx.blogspot.com --- Support this podcast: https://podcasters.spotify.com/pod/show/caffeinatedcx/support
Customer Service Week?
October 08, 2021 15:11 - 6 minutes - 5.93 MBWhy do we only spend only one week a year appreciating the hard working people in Customer Service? Why do we call Contact Centers cost centers? Why don't we celebrate CX all year long? Let's do that. caffcx.blogspot.com (I'm cheap) --- Support this podcast: https://podcasters.spotify.com/pod/show/caffeinatedcx/support
Espresso Shot- DFU or Bad GUI?
October 08, 2021 15:08 - 4 minutes - 3.94 MBHappy Day 5 of Customer Service Week!!! caffcx.blogspot.com --- Support this podcast: https://podcasters.spotify.com/pod/show/caffeinatedcx/support
Interview with John Akhoian, CEO of Rooter Hero Plumbing
October 07, 2021 19:14 - 11 minutes - 10.3 MBFor Customer Service Week, I sat down with John Akhoian, the CEO of Rooter Hero Plumbing and picked his brain about CX, EX, and customer-centricity. (Full Disclosure: I work for Rooter Hero Plumbing) [email protected] rooterhero.com --- Support this podcast: https://podcasters.spotify.com/pod/show/caffeinatedcx/support
Espresso Shot- Helping Each Other Out
October 07, 2021 19:11 - 4 minutes - 4.04 MBOn the 4th Day of Customer Service Week, my true love gave to me..... help! --- Support this podcast: https://podcasters.spotify.com/pod/show/caffeinatedcx/support
Espresso Shot- Keep it Simple 2
October 06, 2021 21:46 - 4 minutes - 3.74 MBDay 3 of Customer Service Week caffcx.blogspot.com --- Support this podcast: https://podcasters.spotify.com/pod/show/caffeinatedcx/support
Coffee With Dave- Culture Revolution
October 06, 2021 21:45 - 19 minutes - 18.3 MBFor a sustained and transformative CX/EX transformation, there needs to be a culture revolution. caffcx.blogspot.com --- Support this podcast: https://podcasters.spotify.com/pod/show/caffeinatedcx/support
Espresso Shot- The Power of OTTER
October 05, 2021 16:34 - 3 minutes - 3.49 MBHappy Customer Service Week! Here's Episode 2: The Power of OTTER caffcx.blogspot.com --- Support this podcast: https://podcasters.spotify.com/pod/show/caffeinatedcx/support
Espresso Shot- Nerdy CX Stats
October 05, 2021 16:32 - 3 minutes - 3.07 MBWelcome to Customer Service Week! Here's episode 1, Nerdy CX Stats! caffcx.blogspot.com --- Support this podcast: https://podcasters.spotify.com/pod/show/caffeinatedcx/support
KIFS
September 18, 2021 19:51 - 7 minutes - 10.4 MBToday we talk about the importance of keeping CX simple. Blog: https://caffcx.blogspot.com/ --- Support this podcast: https://podcasters.spotify.com/pod/show/caffeinatedcx/support
Introduction to the Podcast
September 13, 2021 04:35 - 9 minutes - 13.6 MBHey! Welcome to the first episode of Caffeinated CX! Your go to for highly caffeinated CX tips, tactics, and strategies. Built for Contact Center Agents, Team Leads, Supervisors, and Managers/Directors. Let's start a CX Rebellion. Follow me on LinkedIn: https://www.linkedin.com/in/davidjpowers2/ Follow the Blog: https://caffcx.blogspot.com/ --- Support this podcast: https://podcasters.spotify.com/pod/show/caffeinatedcx/support