Don't rush the process. Whatever you do, whatever situation you're in... DON'T RUSH THE PROCESS.

From the interview on, we discuss how to spot and hire the best customer service reps for your business. Hint: It's not their experience.

https://linktr.ee/caffcx

Regardless of industry, worldwide Customer Loyalty is going down, and the way it breaks down by generation is interesting to say the least.

https://linktr.ee/caffcx

In this episode we talk about Peloton's weird severance package to the 2,800 people laid off, how funny the acronym for Customer/Employee Experience is, and some PPP stuff. All in a hyper-caffeinated state.

https://linktr.ee/caffcx

Good morning! Today we are going to have a brief talk on the EX/CX Cycle. What's that? I often use the equation ex=cx² or employee experience=customer experience squared. 

The cycle is this: the employees take care of the customers, the customers take care of the business, the business takes care of the employees, and it repeats in a never ending circle of life.

How is this done? Through a company culture that encourages transparency, respect, and collaboration. 

https://linktr.ee/caffcx

https://linktr.ee/caffcx

Customer complaints. When a customer complains. How do you handle them? Do you throw hush money at them ("Hey we'll refund this money if you remove this bad review") to make them go away? Or do you use them as opportunities to make your business better? 

In my opinion, it's not enough to resolve a complaint. You have to restore the customer's confidence in the company. And then make sure that kind of complaint NEVER happens again.

What do you think?

Here are 5 things you can do to improve your CX.

https://linktr.ee/caffcx

Here's a list of books you should read right now. This instant. This very second.

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

Share, Rate, Review 

Do you incentivize your call center agents' AHT (Average Handle Time)? 

Why?

Stop.

Anyway... share, rate, review!

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

The ACS Murders: https://www.youtube.com/playlist?list=PL5RlC2z-L-I10l2H38K3y-vKNl5-ejLJ_

The Misery Machine on Apple: https://podcasts.apple.com/us/podcast/the-misery-machine/id1486604765

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This is a very special episode for me, and I hope for you as well. Jess Yergin (Yergy) is an old, dear friend and here we talk about a couple of tragic events that struck the call center she worked at as a Team Lead/Supervisor/Manager. 

Also, we discuss what life was like at this (and many other) call centers. 

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

https://linktr.ee/caffcx