Caffeinated CX

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

Join us on an adventure as we draw parallels between RPG gaming and conquering Key Performance Indicators (KPIs) in the contact center!

Discover how frontline agents, QA teams, supervisors, and team leads mirror DPS, Healers, Crowd Control, and Tanks, navigating through quests such as First Call Resolution, Average Handling Time, and Call Quality Scores.

Learn strategies to gamify targets, collaborate like the ultimate RPG party, and turn setbacks into opportunities for epic victories. Embrace the RPG spirit and transform your contact center into a realm of triumphs!

https://linktr.ee/caffcx

In this episode of Caffeinated CX, we delve into the vital essence of call center success. Highlighting the undeniable importance of focusing efforts on top performers, nurturing middle achievers, and making tough yet crucial decisions regarding underperformers.

Discover why even tripling the performance of struggling agents pales in comparison to the impact of cultivating excellence within the team.

Join us to understand the metrics that matter and the necessity of redirecting resources for optimal results.

https://linktr.ee/caffcx

In the first part for the CCL (Contact Center Leadership) series we're doing on Caffeinated CX, we talk about Leadership Capital. How to earn it, how to spend it, and how to waste it.

https://linktr.ee/caffcx

Let's talk mindset and personal and professional growth.

Before there was Caffeinated CX, there was Coffee With Dave, a weekly talk I gave to my peers at Rooter Hero Plumbing & Air.

Here is one of my favorites, "as a dog returneth" and it's about how fools return to their folly.

Let me know if you want more (or less) content like this and I can make it happen, these were fun.

https://linktr.ee/caffcx

Heya! It's me, Imoen.

Not really.

On this episode of Caffeinated CX we cover the 4 Pillars of a Blue Collar Call Center.

These pillars are:

• Customer Experience
• Booked Leads
• Field Support
• Culture

Let's talk about it.

https://linktr.ee/caffcx

#customerexperience #customerservice #plumbing

The day after Thanksgiving, a day for shopping for some, the horrible clean up of family feasts gone to ..... for others.

In the trades, the day after Thanksgiving is known as BROWN FRIDAY, where the phones are blowing off the hook (that's an old outdated expression), the customers are panicked, and Uncle Buck is sitting in the corner embarrassed because his gluttony caused the bathroom to blow up.

Not to mention Aunt Sally put all the potato peels down the garbage disposal, but you know what?

That's our Aunt Sally for you.

https://linktr.ee/caffcx

#brownfriday #customerexperience #customerservice

A special treat from the archives: m a g i c w o r d s with a little help from our special friend. https://linktr.ee/caffcx

On this bonus episode of Caffeinated CX, we dive into the world of customer service burnout and how companies can dominate it.

We cut through the fluff to reveal tactical strategies for combatting burnout in call centers.

From embracing remote work to personalized wellness initiatives, we provide a game-changing guide that's not just for individuals but for the success of the entire organization.

It's time for companies to own up, face the demons, and ensure their warriors thrive in a burnout-free environment.

https://linktr.ee/caffcx

In this episode, we're breaking down the ultimate secret to customer loyalty – reducing effort. We'll uncover the hardcore truth supported by data from the Harvard Business Review and insights from "The Effortless Experience." Discover how industry giants like Amazon and Chick-fil-A have mastered this game. Plus, learn the battle-tested strategies to obliterate customer effort in your business: fully staffed voice channels, ruthless chatbots, and self-service ordering. Get ready to level up your customer loyalty game!

https://linktr.ee/caffcx

Let's explore the key pillars of a customer-centric approach. From personalization and understanding customer isolation we learn how to build more than just a business – a community. Join us as we dive into the essence of empathy, support, and meaningful connections in the world of customer experience. https://linktr.ee/caffcx

In this episode of Caffeinated CX, we explore the critical role of 5-star Google reviews in the plumbing and HVAC business. We learn how these reviews impact credibility, visibility, and customer trust. We also delve into the strategies for consistently getting these rave reviews from your customers and the significant benefits they bring to your business and your service technicians. Discover how 5-star reviews are not just a metric but a path to dominance and excellence in your industry.

#customerexperience #fivestarreviews #googlereviews

https://linktr.ee/caffcx

Occupy Wall Street failed for much the same reasons the Star Wars Sequel Trilogy failed.

Since 2011 the gulf between the rich and the poor has increased, we've entered into what many are calling a "silent depression", more jobs are being lost to offshoring and automation, 18 and 19 year old's are being brainwashed to take on tens of thousands if not hundreds of thousands dollars worth of debt, and the establishment is stronger than ever.

Since 1978, the CEO compensation among America's 300 biggest companies has increased by 1,460% while the average worker's pay has gone up by only 18% (both adjusted for inflation.)

Tent cities are everywhere.

Gas is $6 a gallon in Los Angeles.

People are working three jobs to make ends meet.

All of these things escalated since Occupy Wall Street.

But because of the lack of leadership, lack of clarity, and lack of vision nothing like it has formed since.

If you stand for everything, you stand for nothing.

https://linktr.ee/caffcx

Sup boys and girls? On this episode of Caffeinated CX we talk about our Stakeholders, and how they are just as important if not more so as your Shareholders.

Who are the Stakeholders? Your employees, your vendors, and your community. Boom.

https://linktr.ee/caffcx

Happy Customer Service Week, everybody!

Here is how we rung in the Week at Rooter Hero Plumbing & Air! Here is the HeroCX Framework.

Enjoy!

In this episode of Caffeinated CX we rant about the injustice of cutting customer service jobs when companies face challenges. Discover why this practice is not only wrong but detrimental to long-term success and human dignity. Join the fight against outsourcing and stand up for the unsung heroes of your business—your customer service representatives!

Welcome to 4th Quarter and Welcome to Customer Service Week 2023!! Here we lay out the HEROCX Framework.

Here's a Speech I wrote to kick off Customer Service Week 2023.

What are you doing to celebrate?

In this episode of Caffeinated CX, we read the Forrester CX Index report (free version lol) on the state of CX in 2023. With no surprise, it's awful. Let's dissect it.

https://www.forrester.com/blogs/us-cx-index-2023-results/

Here's the LinkTree: https://linktr.ee/caffcx

On this episode of Caffeinated CX (episode 154... 😲) I sat down with John Akhoian, the founder of Rooter Hero Plumbing & Air and friend to the show.

We talked Customer Experience in the trades, creating a Company Culture, and Leadership in one of, if not the largest privately owned Plumbing company in the Republic of California.

Links:

The CaffCX LinkTree: https://linktr.ee/caffcx

Rooter Hero Plumbing & Air: https://rooterhero.com/

John's LinkedIn: https://www.linkedin.com/in/john-akhoian/

John's Books: https://rooterhero.com/books

On this episode of Caffeinated CX, we dive into the first pillar of the CAFFEINATED Framework, the Communication Crucible which, if done right will bring your business and your customer service to new heights, heights never dreamed of before.

Yeah.

Here's the LinkTree: https://linktr.ee/caffcx

On 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 legacy for generations.

https://linktr.ee/caffcx

On 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