After life punches you in the face with a break up, a job loss, or even just a bad call with a jerk customer, will you use it to become better, or will you allow it to make you bitter and jaded? The choice is yours. But one choice is... better... MERCH: https://cx-riot-radio.printify.me/products --- Support this podcast: https://podcasters.spotify.com/pod/show/caffeinatedcx/support

A lot of the time, QA is a boring binary mess that doesn't show the whole picture. AI QA Scoring that only goes off of transcripts is even worse. A call may check off all the boxes, but does that make it a good call? No. Buy my stuff. Merch: https://cx-riot-radio.printify.me/products LinkTree: https://linktr.ee/caffcx --- Support this podcast: https://podcasters.spotify.com/pod/show/caffeinatedcx/support

What one person can do, any person can do. You just need to plan, practice, and take action. So, track, test, act. And rinse and repeat. 💥 Intro Song: "Sacred Worlds" by Blind Guardian (used without permission) Hat: Relentless Betrayal: Burn the Ships Hoodie: Amazon Basics Watch: Galaxy 3 (I... think...) Coffee Cup: Free Starbucks Red Plastic Cup Coffee Cup Sleeve: Old Starbucks sleeve from a coffee I bought like a week or two ago. Coffee: 1 medium break room coffee, 1 small break room coffee. Room: Conference Room. Mood: Caffeinated. Temperature: Low 70's. Current Nootropic Stack: Caffeine, L-Theanine, B-Complex, D, C, Bacopa, Ashwagandha, Gingko Biloba, ALA, Citicoline, DMAE, Lion's Mane, Chaga, MCT Does anyone read this? If you do, type "tta" in the comments. Self Promotion: https://linktr.ee/caffcx --- Support this podcast: https://podcasters.spotify.com/pod/show/caffeinatedcx/support

Balancing Empathy and Efficiency is the name of the game. LinkTree: https://linktr.ee/caffcx Merch Store: https://cx-riot-radio.printify.me/products/1 --- Support this podcast: https://podcasters.spotify.com/pod/show/caffeinatedcx/support

Welcome to a Very Special After School Episode of CX Riot Radio, where we discuss why and how leads have changed in the last year. Gone are the plethora, the over-abundance, the torrent is drying up, and my friends, we have to go hunting again. But that's okay. It's simple. Yeah, it's hard to do, but that doesn't mean it's not simple. You just have to accept the paradigm shift. Merch Store: https://cx-riot-radio.printify.me/products/1 LinkTree: https://linktr.ee/caffcx --- Support this podcast: https://podcasters.spotify.com/pod/show/caffeinatedcx/support

All 5 Videos from this years CSW... now in AUDIO FORM. Yessah. LinkTree: https://linktr.ee/caffcx OTTER: https://a.co/d/21ngqwO My Ko-fi Page (Sadly Neglected): https://ko-fi.com/caffeinatedcx This might be the longest episode yet, technically. But it's NOT because this is just 5 videos strung together because I ran out of time (overslept) and couldn't record new content. I'm sorry. I still love you. --- Support this podcast: https://podcasters.spotify.com/pod/show/caffeinatedcx/support

Save costs without sacrificing your CX, your revenue, or your reputation with these tips. Please Note: ONLY if you have to. --- Support this podcast: https://podcasters.spotify.com/pod/show/caffeinatedcx/support

Flexibility makes business sense. Not putting all of your eggs in one basket is an incredibly realistic and necessary tactic. Yeah, cool, you want all of your people in one office. Squeezed together like sardines, all breathing the same air, all getting the same virus, all smelling whatever fish that Greg just nuked in the microwave. Screw you, Greg. But... what happens when the power goes out? What happens when the internet goes out? And it's out for HOURS? What do you do then? Well... if you operated Decentralized Locations, it wouldn't even be a factor. The company wouldn't have to shut down. The business could keep going. Productivity wouldn't be wasted. But, oh no. You had to have everybody be in one place because of 'collaboration', even though you damn well know it's really to justify paying corporate rent. Eh, it is what it is. --- Support this podcast: https://podcasters.spotify.com/pod/show/caffeinatedcx/support

Part 3 of the Botification of the Human Customer Service Agent Series. Yeah. Buy my books and stuff. --- Support this podcast: https://podcasters.spotify.com/pod/show/caffeinatedcx/support

In nearly every study and survey, consumers are saying they still want to talk to human beings for customer support. This gets even more true with older customers. So why are so many companies ignoring their customers' wishes and implementing AI voicebots and self-serve options OVER human customer service? Why are so many companies turning their human support agents into living formfills and verbatim scripted machines? We all know the true answer, but is that answer good enough? Let's talk about it in today's episode of CX Riot Radio https://linktr.ee/caffcx --- Support this podcast: https://podcasters.spotify.com/pod/show/caffeinatedcx/support

Are you turning your human agents into chatbots? Why? Part One of The Botification of Human Agents, from way back in 2021. --- Support this podcast: https://podcasters.spotify.com/pod/show/caffeinatedcx/support

Are you a victim of outdated tech and outdated policies? Do your employees have to toggle multiple screens to assist ONE customer? Are you afraid of Automation? Well, you've come to the right episode. Let's bring you into the present... or maybe... maybe a little into the future. OTTER BOOK: https://a.co/d/4uWDkEf LINKTREE: https://linktr.ee/caffcx --- Support this podcast: https://podcasters.spotify.com/pod/show/caffeinatedcx/support

Here is the whole book. Read by me. You can buy the book here: https://www.amazon.com/Steel-Soul-Journey-Customer-Centric-Enlightenment/dp/B0CGTT8FT3/ref=monarch_sidesheet_image Enjoy! https://linktr.ee/caffcx --- Support this podcast: https://podcasters.spotify.com/pod/show/caffeinatedcx/support

Well met seekers of wisdom and warriors of the business realm! On this episode of CX Riot Radio we dive deep into the art of execution and time management, drawing powerful parallels between the epic quests of MMORPGs like World of Warcraft and the challenges of leading in the modern business world. Just as a fury warrior spams execute in the heat of battle, we'll explore how you can unleash focused, decisive action to conquer your business goals. We'll journey through the importance of setting clear objectives, managing your resources wisely, and leading your team like a seasoned raid leader. Join us as we weave together fantasy and reality, forging a path to victory in both realms. The adventure awaits—let's spam execute together! https://linktr.ee/caffcx --- Support this podcast: https://podcasters.spotify.com/pod/show/caffeinatedcx/support

On this episode of CXRR (CX Riot Radio) we talk about how to make your trainings, your coachings, and your knowledge base more fun, more engaging, and more interactive. Because why wouldn't you want that? Buy my books. https://linktr.ee/caffcx --- Support this podcast: https://podcasters.spotify.com/pod/show/caffeinatedcx/support

Nostalgia is back, boys --- Support this podcast: https://podcasters.spotify.com/pod/show/caffeinatedcx/support

Did you know that right off the bat, without even adding anything else to the day, your contact center agents are facing a nearly 10% DROP in productivity? It's true! Tab dancing, switching systems, and loading programs takes up to 10% of productivity AWAY, and that's before adding in handicaps like slow computers, shoddy internet, and fragmented knowledge bases. Here's what you can do to mitigate some of the toggle tax that we MUST all pay. "Nice try fed, I'm still not paying my toggle taxes!" https://linktr.ee/caffcx --- Support this podcast: https://podcasters.spotify.com/pod/show/caffeinatedcx/support

We go through CMP Research's 2024-2025 Customer Contact and CX Functions Benchmark Report thing that conveniently landed in my inbox this morning, granting me content, and contentment. Thanks CMP! (CMP stands for Customer Management Practice... NOT Central Maine Power IFYKYK) Self Service and cost cutting are all the rage these days, giving credence to Andrew Yang's 2020 Presidential run. According to Goldman Sachs (a VERY trustworthy source) over 300 jobs will be replaced by AI and automation by 2030. 2030 is not a flung off future date. It's in 5 and a half years. So, what are we doing about? Looks like we're heralding it in, take our jobbies AI Overlords! It is what it is, I guess. Here's a link to see more stuff: https://linktr.ee/caffcx --- Support this podcast: https://podcasters.spotify.com/pod/show/caffeinatedcx/support

You know when you put your email and slack notifications on your watch, and after awhile they lose their urgency because they're CONSTANT? Well, the same thing can happen when you're handling customer complaints, especially if nothing is being done on the backend to prevent the most frequent kinds of complaints from happening in the first place. That's what this episode is about, if you didn't catch that. https://linktr.ee/caffcx --- Support this podcast: https://podcasters.spotify.com/pod/show/caffeinatedcx/support

Prices 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

"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/caffeinatedcx/support

On 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://youtu.be/SjswyMhuFX0?si=2qS9HdFfAMTFUcWz LinkTree: https://linktr.ee/caffcx --- Support this podcast: https://podcasters.spotify.com/pod/show/caffeinatedcx/support

I 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

On 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/7ki5dWh Steel & Soul: A Journey of Customer-Centric Enlightenment: https://a.co/d/d9FjSZz --- Support this podcast: https://podcasters.spotify.com/pod/show/caffeinatedcx/support

On 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

were 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 not even a moral issue, it's a 'it is what it is' issue. This episode of CX Riot Radio explores that. https://linktr.ee/caffcx --- Support this podcast: https://podcasters.spotify.com/pod/show/caffeinatedcx/support

On 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 employee contributions. I'll also discuss how leadership can set the tone by leading by example. Let's face this challenge head-on and come out stronger together. https://linktr.ee/caffcx --- Support this podcast: https://podcasters.spotify.com/pod/show/caffeinatedcx/support

In 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 weigh costs by your average ticket. Should you do that? I dunno, I'm not a CFO, but it makes sense to me. Here's the LinkTree if you care to take a glance: https://linktr.ee/caffcx --- Support this podcast: https://podcasters.spotify.com/pod/show/caffeinatedcx/support

In 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 LinkTree for all your other needs: https://linktr.ee/caffcx --- Support this podcast: https://podcasters.spotify.com/pod/show/caffeinatedcx/support

in 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

hey! 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

welcome 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

For 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

Customer service is often one of the toughest jobs out there. Just think about those chaotic Black Friday videos where people get trampled for a TV. Even though things might have calmed down, the treatment of customer service staff remains a big issue. They often get treated poorly by customers and even by their own leadership teams. This needs to change. Caffeinated CX is all about improving this situation. By focusing on employee experience, we can enhance the customer experience. As Richard Branson says, 'Put your customers second.' This means that if you take care of your employees, they will take care of your customers. There are different types of companies when it comes to customer service. Naive companies don't care about customer service, while transactional companies see customers as just a paycheck. Enlightened companies understand the importance of good customer service but might struggle to implement it. Natural companies, on the other hand, prioritize the customer in everything they do. We need to shift our culture to respect customer service and frontline employees more. There's nothing wrong with serving others, and these roles are incredibly important. So, let go of your ego and start valuing customer service for the vital role it plays in every company. Here's the LinkTree: https://linktr.ee/caffcx --- Support this podcast: https://podcasters.spotify.com/pod/show/caffeinatedcx/support

On 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.ee/caffcx --- Support this podcast: https://podcasters.spotify.com/pod/show/caffeinatedcx/support

It'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 --- Support this podcast: https://podcasters.spotify.com/pod/show/caffeinatedcx/support

First 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

Buy 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 what KPIs to track. And that's what this episode is about bro. https://linktr.ee/caffcx --- Support this podcast: https://podcasters.spotify.com/pod/show/caffeinatedcx/support

Buy 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 friends with this video. Peter Ryan's LinkedIn: https://www.linkedin.com/in/peter-ryan-montreal/ Check out the Caffeinated CX Linktree: https://linktr.ee/caffcx --- Support this podcast: https://podcasters.spotify.com/pod/show/caffeinatedcx/support

Hi! 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

Why 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

Yeah, 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

In 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

On this episode of Caffeinated CX we talk about how EVERY CALL IS A SALES CALL. No, this isn't about being a sleazy salesperson, this is about providing VALUE and SOLUTIONS to augment the Customer Experience (and to increase revenue). A lot of contact centers require upselling or cross-selling or both, but the training is usually awful, done by trainers who haven't been in the trenches in years. Most upselling and cross-selling videos on YouTube are done in the context of cold calling, which isn't what we're about. This is about augmenting your product or service in ways that will 100% help the customers out. I use the context of a plumbing or HVAC call center, but this is easily applied to any other service company out there. Always ask. Always offer. Don't be hesitant. Don't be scared. Just go. https://linktr.ee/caffcx --- Support this podcast: https://podcasters.spotify.com/pod/show/caffeinatedcx/support

Originally 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

So, 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

On 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

In 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 redefine success! https://linktr.ee/caffcx --- Support this podcast: https://podcasters.spotify.com/pod/show/caffeinatedcx/support