This 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

While 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

You'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

According 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 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

How 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

Why 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

Here'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

"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 podcast: https://podcasters.spotify.com/pod/show/caffeinatedcx/support

In 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

How to hire and cultivate customer service superstars. https://linktr.ee/caffcx --- Support this podcast: https://podcasters.spotify.com/pod/show/caffeinatedcx/support

Know your stuff.  https://linktr.ee/caffcx --- Support this podcast: https://podcasters.spotify.com/pod/show/caffeinatedcx/support

What 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

Let's talk first impressions. https://linktr.ee/caffcx --- Support this podcast: https://podcasters.spotify.com/pod/show/caffeinatedcx/support

What 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

Enacting 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

Every 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

In 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

Repeat 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

Don'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

Regardless 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

In 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

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

https://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 this podcast: https://podcasters.spotify.com/pod/show/caffeinatedcx/support

Here 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

Here'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

Do 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

The 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.  Also, we discuss what life was like at this (and many other) call centers.  The CaffCX LinkTree: https://linktr.ee/caffcx --- Support this podcast: https://podcasters.spotify.com/pod/show/caffeinatedcx/support

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

https://linktr.ee/caffcx PIP- Praise in Public. Shout out the awesome.  --- Support this podcast: https://podcasters.spotify.com/pod/show/caffeinatedcx/support

No 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

A 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

Practicing the CX Golden Rule https://linktr.ee/caffcx --- Support this podcast: https://podcasters.spotify.com/pod/show/caffeinatedcx/support

Don'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

Rate, Review, and Share! --- Support this podcast: https://podcasters.spotify.com/pod/show/caffeinatedcx/support

The 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

https://linktr.ee/caffcx Like, comment, share, blah blah blah blah.  --- Support this podcast: https://podcasters.spotify.com/pod/show/caffeinatedcx/support

Recorded 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/caffeinatedcx/support

https://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

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

Books: 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

We'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

Spooky 👻 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

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

The Caffeinated Linktree: https://linktr.ee/caffcx --- Support this podcast: https://podcasters.spotify.com/pod/show/caffeinatedcx/support

I 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

Pretend I have a White Board https://linktr.ee/caffcx --- Support this podcast: https://podcasters.spotify.com/pod/show/caffeinatedcx/support

On 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