On this episode of Caffeinated CX we sit down with Tony Gee of Strictly Plumbers and talk shop about Plumbing Sales and how Sales Training ties directly in with CSRs and Dispatchers.  

Fun is had, cursing is heard, and some knowledge bombs are dropped.  

Reach Tony here, here, and here.    

And like always, here's the LinkTree: 

Hello! On this episode of Caffeinated CX we delve back into OTTER which stands for Over the Top Empathy and Rapport, and we redefine what "Over the Top" means in a realistic, real-world sense. So, grab a cup of coffee, crack open an energy drink, or set up a line of pre-workout and give it a bump and LFG.

Linktree  

On today's episode we tell a tale straight from r/callcentres. A scary tale. A spooky tale. And a tale that sheds some light on why some Contact Centers have a 40, 50, or even 60% turnover rate. 

The LinkTree

Here are 12 needs for ultimate cx. There are probably more. But here are 12.

https://linktr.ee/caffcx

Heya! It's me Imoen! 

Wait a second.

On this episode of Caffeinated CX we talk about coaching, and why some people feel... a certain way about it. 

Why is coaching at some places a negative? Why is it that at some places the only time an employee meets with a team lead or a supervisor it's because they messed up? That's a bit messed up, maybe they need the coaching. Who knows. 

Anyway, here's the LinkTree, and remember to buy my book!  

There are actually 7, but 5 sounds better for a Podcast title. Whatever. We'll cover the other 2 in a later episode, maybe.

If you're listening to this on the day it releases, come say hi to me at CCW San Antonio, if you're there! 

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

In this episode of Caffeinated CX we talk about the RISE OF THE MACHINE CUSTOMERS, as discussed by James Dodkins in this video. 

Are we really heading into a future where machine will talk to machine?

Let's talk about it. 

https://linktr.ee/caffcx

On this episode of Caffeinated CX we talk about the importance and the duties (heh) of Team Leads!

Here's the linktree

On this episode of CX we talk about why Customer Experience is so bad right now, and focus in on one company that has recently rolled a 1 with their PR and CX strategy. Roll for initiative, we're going in. 

LinkTree

On this special bonus episode of Caffeinated CX we talk about Stoicism and how Stoic Philosophy can be leveraged in the Contact Center.

Why?

Stoicism is the best Operating System for your mind, and it can help employees (and yourself) to prevent burnout, especially in stressful situations.

https://linktr.ee/caffcx