On this episode of Caffeinated CX (the first one of 2023 by the way) we see if the punk rock ethos can fit into a contact center environment. Spoilers: it can.

https://linktr.ee/caffcx

For the last episode of 2022 👀 we talk about Floor Support, how important it is, and just how tough it can be for some people in this age of remote or hybrid work. 

https://linktr.ee/caffcx

In this episode of Caffeinated CX we talk about grading calls. Not how to grade calls, but how to grade calls, if you catch my drift. Do you have live QA agents scoring calls, or do you use speech analytics/transcription software, or do you use both? Both is good. And that's what we're talking about today. Yeah.

https://linktr.ee/caffcx

In this episode of Caffeinated CX we talk about THE RISE OF THE HUMAN CHATBOT and how some companies or managers want your live chat agents to use templates and copy/paste responses. Imagine doing Ctrl+C Ctrl+V ALL DAY. Why not just get a chatbot? It's probably cheaper. 

https://linktr.ee/caffcx

Another caffeine and rage fueled rant, this time about how you shouldn't put all of your eggs in one basket. It doesn't make good business sense to do that. A tale of contingences, of internet and power outages. Of agents and overtime. 

It's a good one.

https://linktr.ee/caffcx 

Are you (or your staff) human formfills or are you (or your staff) actual humans? It's all in how you take the call.

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What policies, procedures, or people could you subtract to add more value to your service or product? Let's talk about it.

https://linktr.ee/caffcx

If "WOW" stands for "Way Over Wonderful" are you able to define what that means? What is a wonderful customer experience? What does it mean to go above and beyond? 

Let's talk about it.

https://linktr.ee/caffcx

Friction is good in a couple of circumstances (this is a family friendly show, so use your imagination), but when it comes to creating unnecessary friction for a customer to use your services? Nah. No Bueno. Let's talk about it.

https://linktr.ee/caffcx