We've gone from the great resignation to the great layoffation to the great... quiet quitation? I don't even know anymore. It does seem that the more of these I do, the more I begin to transform into late 90's/early 2000's Jello Biafra, at least in spirit, so that's something I guess. Anyway, here's Wonderwall.

https://linktr.ee/caffcx

Part 2 of the Caffeinated CX take on all the lay offs happening. Will there be more? Maybe who knows? Not me. Depends on how the economy goes, and how people respond to that economy, I guess. 

Anyway, people should not be used to balance the budget. 

Wanna guess my views on outsourcing jobs?

https://linktr.ee/caffcx

You heard of the Great Resignation, now here's the Great Layoffation. I dunno, I literally just made up the term. Is the GR responsible for the GL? lol no. No it is not, but some people (at least one person) think so! Let's talk about it in todays riveting, yet amazingly chill, episode.

LinkTree: https://linktr.ee/caffcx

In this episode we talk about how to set up Team Leads and Team Members for success. From selecting Team Leads from your pools of CSRs all the way through Coachings and to Team Victory Parties. 🎉🎈🥳🎊💃

Obligatory LinkTree... link: https://linktr.ee/caffcx

Hey, a hiring episode. From the ad to the interview. LFG!!

Obligatory LinkTree: https://linktr.ee/caffcx

Hey everyone! On todays episode of Caffeinated CX I sit down with Jenny to talk about the latest trends in customer self-service, and how horrible they can be. 

Here's the LinkTree: https://linktr.ee/caffcx     <-- that's where you can find the oft neglected blog and youtube channel for Caffeinated CX.

Everyone is talking about Wowing the Customer. About creating those memorable awesome, social media sharable customer experience moments (not fabricated by a PR company) that drive traffic and more customers to our websites, our call centers, and our stores. 

But what if I told you that maybe just mastering the basics is enough to Wow a customer right now. Maybe not keeping a customer in a call queue for an hour is enough to be a 'Wow moment'. 

Look, we should never stop trying to make the customer's experience an awesome one, but who'd definition of awesome are we using? The customers? Or a blown up definition made up by gurus and pontificators?

Obligatory LinkTree... link: https://linktr.ee/caffcx

Entrepreneurs and business owners take a lot of risk on when they start or grow their businesses, this much is true. You know who else takes a big risk? Employees when they sign onto a new job, or stay at one for a long time. Let's talk about the risks and rewards that the employees face.

Whether that risk comes from the possibility of being downsized, to their position being outsourced or replaced by Skynet, getting into a company with a toxic culture, or stagnation of their career, the risks are very real. 

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

On this episode of Caffeinated CX, I sat down with Thomas Seelbinder Head of Success & Product at Model Match to talk about our shared (from different coasts though!) background of growing up in the punk scene and getting started in contact centers at a young age. 

Also, how similar the punk scene is to the startup scene. And how having the punk mentality of going all in, doing it yourself, and bootstrapping helps in business. 

Thomas can be found here: https://www.linkedin.com/in/thomasseelbinder/

Model Match can be found here: https://www.linkedin.com/company/modelmatch/

Caffeinated CX can be found here: https://linktr.ee/caffcx

On today's episode we talk Practitioners and Pontificators, and where the most effective CX Professionals fall on that spectrum.

Is too much influence and prestige given to one side or the other?

What does the (apparently coming) recession mean to companies claims of being customer-centric?

All this and more on this episode of Caffeinated CX!!!

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