CX RIOT RADIO

  https://www.youtube.com/watch?v=lQ3oOMfizEk Hey there! How ya doin today? In this short video we cover the three questions I ask every brand new Contact Center Agent on their first day of training. On the surface they seem silly, superficial maybe. But trust me, they are not. There's a reason these questions are asked. The Questions Who is Your Favorite TV or Movie Villain? What is the One Book You Would Recommend to Someone Who is Unmotivated or Undisciplined? What is the Nerdiest Thing About You? So why these questions? The first question measures listening comprehension. I still remember the one time I asked this and the response I got from the new hire was "The Lion King." WHAT?  The second question measures two things, if the new hire is into personal development AND helping people. Helping people is what they were hired for. Worst case scenario is you get a blank stare or something they read in high school. The third question measures vulnerability. Or at the very...

  https://www.youtube.com/watch?v=hUPj_P5UTmY Just a "quick" introduction to the new Caffeinated CX YouTube Channel. Enjoy and stuff. 

  Is the Customer Always Right?  If they were, I would have taken all my tests at a restaurant. The phrase "The Customer is Always Right" has changed from taste  to being right about everything. Sometimes they're wrong. Let's talk about it.

 [Blogger doesn't like to embed YouTube links in mobile view for some reason, so for the posts with videos, just view on a desktop or laptop, I guess. Which is stupid, but I guess you can't have everything. Maybe Google will fix it soon, or maybe I'll dust off my HTML skillz I learned in the 1990's and fix them myself (unlikely).] Anyway, let's talk about the CSR and DSR dynamic. First of all, DSR is a stupid term.  We all know that CSR means Customer Service Representative, so that must mean that DSR means Dispatch... Service Representative... which doesn't even remotely have the same ring to it.  Dispatch Service Representative.  Cool. We'll just call you Dispatcher for now.  So, the CSR's job is to fill a bucket to overflowing with appointments, jobs, opportunities, whatever it is you fill your bucket with, and it's the Dispatcher's job to sort through that fucking bucket to find the best shit for your services. The best shit means the highest...

Welcome to the CXRebellion! If you’re wondering what CX is: it’s the Customer Experience. From their first contact onwards. Why is it a rebellion? Because we need a customer service revolution, and not just at our company. It’s industry and nationwide. Today, we are going to go over some disturbing facts, some frightening figures, some scary stats. These are not meant to be a scare tactic, but to wake you up. So let’s dive right in. According to the Accenture Global Customer Satisfaction Report of 2008: PRICE is not the reason for customer churn, it’s because of poor quality of customer service. A customer is four times more likely to go to a competitor if their problem is an issue with the customer service rather than an issue with the product or service. That’s from Bain & Company. For every customer complaint a company gets, there are 26 other unhappy customers who didn’t say anything, according to Lee Resources. In addition, 96% of unhappy customers don’t complain, but 91% of e...

  Why is Customer Service such a dumpster fire in [current year]? One reason is that people have turned Customer Experience into a metric, and thrown away even caring about the Customer's Experience.  So which one matters, the Customer Experience, or the Customer's Experience?

 Nothing destroys Customer Confidence more than when a Customer Service Agent tells them "I don't know." Not only that, but it destroys Employee Confidence as well.   Why doesn't the CSR know? Is it a lack of focus? Is it a lack of training? Was it a brain fart? What do you do when you, as a CSR don't know the answer to a question? Watch the video and find out... 

 Welcome to Caffeinated CX! Here is where we take all you know about the Customer Experience and turn it on it's head. There will be cursing... There will be hard truths... There will be howling and gnashing of claws... And in the end, your company's Customer Experience will grow... Your calls will get better... Your teams will get better... Your department will get better... Your company will get better... This blog is for all aspects of the Contact Center, from frontline employees all the way up to the C-Level and Owners of businesses. It focuses on CX, Culture, EX, and creating a positive force, not only for your customers and your businesses bottom line, but for your employee engagement too... Because the following equation fits, ex=cx ² Together, we can start the fires burning... Together we can create a CX Rebellion!