If your department or company has 50% employee turnover, it's probably your fault. Let's talk about it.

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Just a quick update on the future of the podcast. Expect great things.

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"The brightest flame burns quickest" -Metallica

Hey all there out in Call Center World! Today we're going to be talking about CSR Burnout. And more importantly, how to prevent it.

So, without further ado, here's the episode.

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Empathy. Empathy statements. It seems it's baked into every CSR script, making them seem rehearsed and non-genuine. That's not good. 

In this episode we talk about the three types of empathy (cognitive, emotional, and compassionate) and how maybe we've been doing empathy wrong in the CX game.

Also, happy birthday Drew

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Dead Air.

I hate it.

Almost more than anything.

It's been a pet peeve of mine since the beginning of time. Before the universe was created, there was my hatred for dead air.

Here's why it sucks, and here's what we can do about it.

Yeah.

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This episode may be a little Trades-Centric. That's okay. Plumbing, HVAC, Electric, etc are cool. 

Today we talk about the highly debated dispatch fee.

"What do you mean dispatch fee? You're gonna charge me to come out to my house?!" 

Yeah, I used to feel the same about the dispatch fee.

But, thanks to data from ServiceTitan and hands on experience, I changed my tune. Maybe this episode will change your mind as well.

A dispatch fee can make a positive impact on the customer and employee experience.

https://linktr.ee/caffcx

Does your contact center training stop after your agents get out on the floor? That's weird, stop doing that.

https://linktr.ee/caffcx

Why do call centers have such a terrible employee turnover rate? 30-45% (It's probably higher. Much higher). That's embarrassing.

Here are some ways to reduce that employee churn.

Turnover is expensive, it wastes resources and time, and is annoying, and it's sad to see good team members walk.

So let's talk about it.

And let's do better.

https://linktr.ee/caffcx

In this episode of Caffeinated CX we talk training. This is an outline of our training curriculum we use for brand new Customer Service Reps. And it works. 

Things covered in this episode:

Onboarding

Company Culture and Values

Stoicism

Customer Experience

Icebreakers.

If you have any questions, please reach out to me on LinkedIn: https://www.linkedin.com/in/davidjpowers2/

The Caffeinated CX LinkTree: https://linktr.ee/caffcx

Do we give customers what they want, or what they need? How do we control the expectations?

James Dodkins' Diabetes Pizza video (as mentioned): https://www.youtube.com/watch?v=tNV8z3xNaes

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