An episode from the before times.

On this episode of Caffeinated CX we talk about why it's sometimes necessary to let customers go, and compare it to when you need let someone go in your personal life because they're toxic or they're abusive. Then we talk about tipping in Self Service environments, because that's weird. Who's we? Me.

Anyway, here's the LinkTree

Here's the bloody Linktree

Here's a question: why does almost nobody offer personal development training for their contact center employees?

In this episode, we attempt to answer the question and give reasons why you should care about their personal and professional growth.

LinkTree

In this episode, we explore the CAFFEINATED CX mindset for providing exceptional customer service. From the power of high energy to the NPS-driven approach, we cover all the essentials for building positive relationships with customers and growing your business. Discover how to stay motivated, work hard, take breaks, and focus on the customer to bring positive energy to every interaction. Learn how to maintain your energy levels all day long, set achievable goals, prioritize tasks, and create a positive customer experience that exceeds their expectations. Join us as we dive into the world of customer service and explore the CAFFEINATED CX mindset that will help you make every interaction count!

The LinkTree!

In this episode, our host David, the Caffeinated CXO, takes a deep-ish dive into the world of personalization in customer experience. We'll explore the power and pitfalls of customized experiences and discuss the importance of finding the right balance between personalization and efficiency. David will share insights and examples of how personalization can be effective when done correctly, but can also have negative consequences if not done with the customer's preferences and needs in mind. From personalized welcome notes to dedicated account managers, we'll discuss the innovative ways companies are personalizing CX and the trends shaping the future of personalization. If you're passionate about creating a customized customer experience that leaves a lasting impression, this episode is for you. Grab a cup of your favorite brew, crack open an energy drink, or bump a line of pre-workout, and join us for a lively discussion on personalization in customer experience. Don't forget to subscribe to "Caffeinated CX" to stay up-to-date on the latest trends and insights in CX.

Here's the LinkTree

On this episode of Caffeinated CX we return to the depressing depths of the Callcentre Subreddit, a place of terror and sadness to read a post that asks "is QA a form of workplace bullying?"

It can be.

If the QA and Supervisors only focus on the bad, get excessively nitpicky, or the only time they interact with QA or their supervisor is when the agent did something wrong.

Most of the time, I don't think it is. But let's talk about it regardless.

LinkTree!

On this episode of Caffeinated CX we go out on a tangent (okay, it's a short speech I wrote) about the importance of Company Culture, drawing from three books I've been obsessed with lately: The Effortless Experience, The Thank You Economy, and Delivering Happiness. Why is Company Culture so important? How does it affect your bottom line? Listen and find out!

The LinkTree

On this episode of Caffeinated CX Zac Garside of Power Selling Pros Zooms in to the Studio where we talk about about CSRs and Remote Management.

https://powersellingpros.com/free

The Caffeinated CX LinkTree

On this episode of Caffeinated CX we talk about ways to improve your company's Customer Experience, namely improving the empathetic language used by the first contacts of the company and reducing customer effort.

Here's the Linktree