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

In the first part for the CCL (Contact Center Leadership) series we're doing on Caffeinated CX, we talk about Leadership Capital. How to earn it, how to spend it, and how to waste it.

https://linktr.ee/caffcx

Let's talk mindset and personal and professional growth.

Before there was Caffeinated CX, there was Coffee With Dave, a weekly talk I gave to my peers at Rooter Hero Plumbing & Air.

Here is one of my favorites, "as a dog returneth" and it's about how fools return to their folly.

Let me know if you want more (or less) content like this and I can make it happen, these were fun.

https://linktr.ee/caffcx

Heya! It's me, Imoen.

Not really.

On this episode of Caffeinated CX we cover the 4 Pillars of a Blue Collar Call Center.

These pillars are:

Let's talk about it.

https://linktr.ee/caffcx

#customerexperience #customerservice #plumbing

The day after Thanksgiving, a day for shopping for some, the horrible clean up of family feasts gone to ..... for others.

In the trades, the day after Thanksgiving is known as BROWN FRIDAY, where the phones are blowing off the hook (that's an old outdated expression), the customers are panicked, and Uncle Buck is sitting in the corner embarrassed because his gluttony caused the bathroom to blow up.

Not to mention Aunt Sally put all the potato peels down the garbage disposal, but you know what?

That's our Aunt Sally for you.

https://linktr.ee/caffcx

#brownfriday #customerexperience #customerservice

A special treat from the archives: m a g i c w o r d s with a little help from our special friend.

On this bonus episode of Caffeinated CX, we dive into the world of customer service burnout and how companies can dominate it.

We cut through the fluff to reveal tactical strategies for combatting burnout in call centers.

From embracing remote work to personalized wellness initiatives, we provide a game-changing guide that's not just for individuals but for the success of the entire organization.

It's time for companies to own up, face the demons, and ensure their warriors thrive in a burnout-free environment.

https://linktr.ee/caffcx

In this episode, we're breaking down the ultimate secret to customer loyalty – reducing effort. We'll uncover the hardcore truth supported by data from the Harvard Business Review and insights from "The Effortless Experience." Discover how industry giants like Amazon and Chick-fil-A have mastered this game. Plus, learn the battle-tested strategies to obliterate customer effort in your business: fully staffed voice channels, ruthless chatbots, and self-service ordering. Get ready to level up your customer loyalty game!

https://linktr.ee/caffcx

Let's explore the key pillars of a customer-centric approach.

In this episode of Caffeinated CX, we explore the critical role of 5-star Google reviews in the plumbing and HVAC business. We learn how these reviews impact credibility, visibility, and customer trust. We also delve into the strategies for consistently getting these rave reviews from your customers and the significant benefits they bring to your business and your service technicians. Discover how 5-star reviews are not just a metric but a path to dominance and excellence in your industry.

#customerexperience #fivestarreviews #googlereviews

https://linktr.ee/caffcx