Why are video games getting so expensive now?

It's not just the single time purchase, either.

It's the DLC, the Battle Passes, the micro-transactions, etc etc etc.

But why?

Well, obviously it's about the money, and not the customer.

Sad.

Let's talk about it.

https://linktr.ee/caffcx

Yeah, I get it. AI and Automation are the shiny new(ish) toys on the shelf in CX, and people have been shouting their amazingness for a few years now as a cost cutting method that can replace your staff and reduce your overhead.

What if I told you it wasn't that simple?

Because it's not...

https://linktr.ee/caffcx

In this episode of Caffeinated CX we talk about the need, the necessity of top grading your call center and why you want more Oars than Anchors.

What does that mean?

Watch the episode. Jeesh.

https://linktr.ee/caffcx

On this episode of Caffeinated CX we talk about how EVERY CALL IS A SALES CALL. No, this isn't about being a sleazy salesperson, this is about providing VALUE and SOLUTIONS to augment the Customer Experience (and to increase revenue).

A lot of contact centers require upselling or cross-selling or both, but the training is usually awful, done by trainers who haven't been in the trenches in years.

Most upselling and cross-selling videos on YouTube are done in the context of cold calling, which isn't what we're about.

This is about augmenting your product or service in ways that will 100% help the customers out.

I use the context of a plumbing or HVAC call center, but this is easily applied to any other service company out there.

Always ask. Always offer.

Don't be hesitant. Don't be scared.

Just go.

https://linktr.ee/caffcx

Originally released on Dec 30, 2021 here is a small rant about how dumb CSAT is, and what you should measure instead. Yeah.

https://linktr.ee/caffcx

So, how do you coach people so they don't hate coaching?

How do you coach people so YOU don't hate coaching?

Watching this episode of Caffeinated CX is a good start.

https://linktr.ee/caffcx

On this episode we talk about why you and your company should be just as much of a household name as Mario, Mickey Mouse, Apple, World of Warcraft, and the Crimson Ghost.

BE OMNIPRESENT

https://linktr.ee/caffcx

We delve into shocking statistics, dissect industry challenges, and unveil powerful solutions for a 10X transformation for your CX and CC.

Embrace a customer-centric mindset, prioritize employee well-being, leverage cutting-edge tech, and humanize every interaction. It's time to rewrite the rules and sculpt a future where exceptional experiences redefine success!

https://linktr.ee/caffcx

Join us on an adventure as we draw parallels between RPG gaming and conquering Key Performance Indicators (KPIs) in the contact center!

Discover how frontline agents, QA teams, supervisors, and team leads mirror DPS, Healers, Crowd Control, and Tanks, navigating through quests such as First Call Resolution, Average Handling Time, and Call Quality Scores.

Learn strategies to gamify targets, collaborate like the ultimate RPG party, and turn setbacks into opportunities for epic victories. Embrace the RPG spirit and transform your contact center into a realm of triumphs!

https://linktr.ee/caffcx

Discover why even tripling the performance of struggling agents pales in comparison to the impact of cultivating excellence within the team.

Join us to understand the metrics that matter and the necessity of redirecting resources for optimal results.

https://linktr.ee/caffcx