Caffeinated CX

Discover how performance-based pay and gamification can revolutionize your contact center. In this video, we break down why flat salaries kill motivation, and how daily goals, leaderboards, and performance incentives can transform your agents into top-performing customer experience pros.We'll cover:Why performance pay boosts motivation and retentionHow gamification increases engagement and productivityThe role of leaderboards and daily quests in contact center cultureHow to link pay to customer satisfaction and drive resultsReal-world strategies for creating a merit-based call centerWhether you're managing a sales-driven contact center or a customer service team, this video gives you actionable insights to improve agent performance, morale, and customer experience.Here's the LinkTree: https://linktr.ee/caffcx

In this episode, we dive headfirst into the brutal reality of leading and hiring in a fast-paced, ever-changing plumbing call center. If your company suffers from shiny-object syndrome and corporate whiplash, this one's for you. Learn how to build a team that thrives in chaos, how to coach those who struggle with constant change, and the mindset every agent and leader needs to succeed.Here's the LinkTree: https://linktr.ee/caffcx

Another blast from the past, but still very relevant today :)Here's the LinkTree: https://linktr.ee/caffcx

Are you just answering phones… or are you driving revenue, loyalty, and reputation every single call?In this episode, we break down the real difference between being a Human Formfill and becoming an Opportunity Maker. This is a wake-up call for frontline reps in plumbing, HVAC, and home services who are ready to LEVEL UP.Learn how to:✅ Build instant rapport✅ Create massive value in seconds✅ Turn tough calls into booked jobs✅ Represent the brand like a pro✅ Drive revenue with emotional intelligenceIf you're sick of being average and ready to become the rep customers ask for by name, this is for you.Here's the LinkTree: https://linktr.ee/caffcx

Let's break down why your call center is the hidden engine of your business—and why ignoring it is costing you serious money.You're spending thousands on marketing to generate leads, but those leads are only as good as the team answering your phones. This episode dives into:✅ The real ROI of customer service✅ How the call center drives customer loyalty and repeat business✅ What happens when your frontline team is undertrained or undervalued✅ The shocking lifetime value you're losing with every missed or mishandled call✅ Why cutting customer service during slow seasons is a long-term business killerWhether you're a business owner, GM, or operations leader in the trades—this message is for you. It's time to protect, invest in, and elevate your call center. Because it's not just about bookings—it's about building a brand customers trust for life.

In this 10-minute power talk, we break down why automating or outsourcing your customer experience can destroy your brand if you're not careful.Your call center isn't a cost center, it's the heartbeat of your business. Whether you're keeping it in-house or partnering with an outsourced team, this is your reminder: don't hand off what makes your company human. Watch this if you care about protecting your reputation, delivering real service, and building a culture that customers and employees believe in.Here's the LinkTree: https://linktr.ee/caffcx

Let's pretend that you're taking on a team of Dispatchers as a supervisor or manager. You are tasked in creating a scorecard for individual dispatcher performance, and since attendance has been a bit of an issue, an attendance policy that is firm but fair. This episode of CX Riot Radio walks you through creating both. Here's the LinkTree: https://linktr.ee/caffcx

Here's the LinkTree: https://linktr.ee/caffcx

A Blast from the Past:Everyone, regardless of career path should spend one year (at least) in a customer-facing position.Starting at a new company? Spend a few days or weeks in their customer service department to take the pulse of the company.In most companies, the further you go up the chain of command, the further away from the customer you get. This can lead to bad business decisions.Anyway, enjoy!Here's the LinkTree: https://linktr.ee/caffcx

Let's talk about customer experience in the World... of Warcraft.Classic, to be specific.Video reacted to: https://youtu.be/ENfygNM1Ev4?si=r35gbf7E95juWaZmHere's the LinkTree: https://linktr.ee/caffcx

Traditional call center management is broken—micromanagement, meaningless KPIs, and top-down leadership kill employee morale and customer experience. This episode flips the script, advocating for servant leadership where managers serve their frontline teams, not control them.Let's explore how empowering employees leads to better customer satisfaction, retention, and loyalty. Inspired by punk rock culture, this leadership approach rejects rigid hierarchy in favor of collaboration, trust, and frontline decision-making.Key takeaways include:Ditch micromanagement—trust your team to solve problems.Lead from the trenches—understand what your employees go through.Focus on EX to improve CX.Empower agents with training and autonomy to create standout service.If you want a high-performing call center with low turnover and killer customer experience, you need to serve your team first. No gods. No managers. Just leaders who give a damn.https://linktr.ee/caffcx

In today's workplace, being data-driven is essential—but too many leaders weaponize data instead of using it to empower their teams. In this video, we'll break down how to balance analytics with emotional intelligence, making data work for your people, not against them.

Are you overcomplicating your call center operations? In this video, I break down how to run a small, lean, and highly effective call center for a plumbing, HVAC, or trades business—without the bloated tech stack or unnecessary complexity.✅ Why a massive tech stack slows you down✅ The smallest viable tech stack you actually need✅ How to balance efficiency with great customer service✅ The dangers of running too lean—and how to avoid them✅ A step-by-step blueprint to streamline your call centerIf you're a call center manager, supervisor, or business owner, this is your playbook to booking more jobs, increasing revenue, and delivering a better customer experience—while keeping operations lean and efficient.

LinkTree: https://linktr.ee/caffcxLet's talk about coaching.A lot of people have a negative association with the word, as a lot of the time, coaching is reserved for when an employee screws up. In fact, a lot of the time, employees only talk to a supervisor when they messed up, and that's pretty messed up if you ask me. Oh well, let's talk about it.

Everyone talks about how call center agents need to be fast, efficient, and have a sense of urgency—but what about team leads and supervisors? The truth is, they need all that and more.A great call center supervisor isn't just keeping an eye on KPIs; they know exactly what's happening on the call floor at all times. They're aware of call queues, agent performance, and customer needs in real time. They have deep company, service, and product knowledge—and they can answer agent questions immediately without irritation or hesitation.If you're leading a call center team, ask yourself: Are you moving as fast as your agents? Do you have the knowledge and awareness to make real-time decisions? In this episode, we break down what it really takes to be an elite call center supervisor.

istg empathy statements were created by a sociopath or a lazy QA manager. They're awkward, they're clunky, they're unnatural, and real people don't talk like that.So, what's the best way of showing you care and understand the customer? Fixing their issue, whatever it might be. Fix it, fix it quick, and fix it right. Boom. Headshot yo. But empathy statements? This is one of those things that sounded like a good idea, and stuck.Like the SLA of 80/20. Nobody knows why that became the standard, but it's probably because it sounded like the Pareto Principle, and people like to feel smart. That's okay. here's a link to the LinkTree: https://linktr.ee/caffcx

On this very after school special episode of CX Riot Radio, we dive deep into the....We talk about the Power List and Time Blocking. Mostly we talk about Google Calendar. Because without systems, life is chaos, and chaos leads to rotmaxxing. At least for me. I don't really like rotmaxxing (lie), and I doubt you do either. Rotmaxxing does not make for a good life (truth), and we must fight against it... with Time Blocking! Yeah!Here's the link to the merch store: https://cx-riot-radio.printify.me/Here's the LinkTree: https://linktr.ee/caffcx

Hi guys!Today's episode is about the people who 'figure it out' at work with little direction, and the people who need detailed SOPs, manuals, walkthroughs, and flowcharts. One is not inherently better than the other, they're just different working styles, and both need distinct management techniques. Also, you can't get mad at people who underperform that you haven't coached, trained, or set clear expectations for, that's stupid and you should feel stupid for that.Bye, I love you! Merch Store: https://cx-riot-radio.printify.me/LinkTree: https://linktr.ee/caffcx

Most people settle for "good enough."Why? Let's break down why excellence needs to be a daily activity. If you want to lead, inspire, and dominate in your industry, it's time to stop making excuses and start executing. LIKE, SUBSCRIBE, and drop a comment: What does excellence mean to YOU?

Hi! This episode is kind of rambling, no script or notes, just pure tiktok diagnosed adhd core to be honest, but I talk about running remote teams and how it can be easier than running a raiding guild in world of warcraft. So, come hang out in my garage, have a coke and a smile, and let's talk about it.

Focus. Mindset. Clarity. Action. These are the things that will catapult you to excellence. Create systems and checklists WITHOUT being too rigid, and execute with the end result in mind. Welcome to Season 3 of CX Riot Radio. Merch: https://cx-riot-radio.printify.me/products Books: https://caffcx.blogspot.com/p/cx-riot-radio-books.html

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Happy Holidays!! --- Support this podcast: https://podcasters.spotify.com/pod/show/caffeinatedcx/support

Let's talk about disengaged employees, and employee experience as a whole, shall we? Get my books here: https://caffcx.blogspot.com/p/cx-riot-radio-books.html?sc=1734299613164#c2961070775492899015 Buy my merch here: https://cx-riot-radio.printify.me/products Here's my linktree: https://linktr.ee/caffcx --- Support this podcast: https://podcasters.spotify.com/pod/show/caffeinatedcx/support

Sorry about my voice, I have a slight cold. But let's talk about leadership anyway, specifically call center leadership. The good, the bad, and the ugly. Enjoy! --- Support this podcast: https://podcasters.spotify.com/pod/show/caffeinatedcx/support

Are we heading towards an abyss of shadow, decay, and void of our own creation? Are we striving to make life worse for people? Maybe. --- Support this podcast: https://podcasters.spotify.com/pod/show/caffeinatedcx/support

The day after Thanksgiving is the busiest day for plumbing companies, and this year they NEED it. https://cx-riot-radio.printify.me/products --- Support this podcast: https://podcasters.spotify.com/pod/show/caffeinatedcx/support

After life punches you in the face with a break up, a job loss, or even just a bad call with a jerk customer, will you use it to become better, or will you allow it to make you bitter and jaded? The choice is yours. But one choice is... better... MERCH: https://cx-riot-radio.printify.me/products --- Support this podcast: https://podcasters.spotify.com/pod/show/caffeinatedcx/support

A lot of the time, QA is a boring binary mess that doesn't show the whole picture. AI QA Scoring that only goes off of transcripts is even worse. A call may check off all the boxes, but does that make it a good call? No. Buy my stuff. Merch: https://cx-riot-radio.printify.me/products LinkTree: https://linktr.ee/caffcx --- Support this podcast: https://podcasters.spotify.com/pod/show/caffeinatedcx/support

What one person can do, any person can do. You just need to plan, practice, and take action. So, track, test, act. And rinse and repeat.

Balancing Empathy and Efficiency is the name of the game. LinkTree: https://linktr.ee/caffcx Merch Store: https://cx-riot-radio.printify.me/products/1 --- Support this podcast: https://podcasters.spotify.com/pod/show/caffeinatedcx/support

Welcome to a Very Special After School Episode of CX Riot Radio, where we discuss why and how leads have changed in the last year. Gone are the plethora, the over-abundance, the torrent is drying up, and my friends, we have to go hunting again. But that's okay. It's simple. Yeah, it's hard to do, but that doesn't mean it's not simple. You just have to accept the paradigm shift. Merch Store: https://cx-riot-radio.printify.me/products/1 LinkTree: https://linktr.ee/caffcx --- Support this podcast: https://podcasters.spotify.com/pod/show/caffeinatedcx/support

All 5 Videos from this years CSW... now in AUDIO FORM. Yessah. LinkTree: https://linktr.ee/caffcx OTTER: https://a.co/d/21ngqwO My Ko-fi Page (Sadly Neglected): https://ko-fi.com/caffeinatedcx This might be the longest episode yet, technically. But it's NOT because this is just 5 videos strung together because I ran out of time (overslept) and couldn't record new content. I'm sorry. I still love you. --- Support this podcast: https://podcasters.spotify.com/pod/show/caffeinatedcx/support

Save costs without sacrificing your CX, your revenue, or your reputation with these tips. Please Note: ONLY if you have to. --- Support this podcast: https://podcasters.spotify.com/pod/show/caffeinatedcx/support

Flexibility makes business sense. Not putting all of your eggs in one basket is an incredibly realistic and necessary tactic. Yeah, cool, you want all of your people in one office. Squeezed together like sardines, all breathing the same air, all getting the same virus, all smelling whatever fish that Greg just nuked in the microwave. Screw you, Greg. But... what happens when the power goes out? What happens when the internet goes out? And it's out for HOURS? What do you do then? Well... if you operated Decentralized Locations, it wouldn't even be a factor. The company wouldn't have to shut down. The business could keep going. Productivity wouldn't be wasted. But, oh no. You had to have everybody be in one place because of 'collaboration', even though you damn well know it's really to justify paying corporate rent. Eh, it is what it is. --- Support this podcast: https://podcasters.spotify.com/pod/show/caffeinatedcx/support

Part 3 of the Botification of the Human Customer Service Agent Series. Yeah. Buy my books and stuff. --- Support this podcast: https://podcasters.spotify.com/pod/show/caffeinatedcx/support

In nearly every study and survey, consumers are saying they still want to talk to human beings for customer support. This gets even more true with older customers. So why are so many companies ignoring their customers' wishes and implementing AI voicebots and self-serve options OVER human customer service? Why are so many companies turning their human support agents into living formfills and verbatim scripted machines? We all know the true answer, but is that answer good enough? Let's talk about it in today's episode of CX Riot Radio https://linktr.ee/caffcx --- Support this podcast: https://podcasters.spotify.com/pod/show/caffeinatedcx/support

Are you turning your human agents into chatbots? Why? Part One of The Botification of Human Agents, from way back in 2021. --- Support this podcast: https://podcasters.spotify.com/pod/show/caffeinatedcx/support

Are you a victim of outdated tech and outdated policies? Do your employees have to toggle multiple screens to assist ONE customer? Are you afraid of Automation? Well, you've come to the right episode. Let's bring you into the present... or maybe... maybe a little into the future. OTTER BOOK: https://a.co/d/4uWDkEf LINKTREE: https://linktr.ee/caffcx --- Support this podcast: https://podcasters.spotify.com/pod/show/caffeinatedcx/support

Here is the whole book. Read by me. You can buy the book here: https://www.amazon.com/Steel-Soul-Journey-Customer-Centric-Enlightenment/dp/B0CGTT8FT3/ref=monarch_sidesheet_image Enjoy! https://linktr.ee/caffcx --- Support this podcast: https://podcasters.spotify.com/pod/show/caffeinatedcx/support

Well met seekers of wisdom and warriors of the business realm! On this episode of CX Riot Radio we dive deep into the art of execution and time management, drawing powerful parallels between the epic quests of MMORPGs like World of Warcraft and the challenges of leading in the modern business world. Just as a fury warrior spams execute in the heat of battle, we'll explore how you can unleash focused, decisive action to conquer your business goals. We'll journey through the importance of setting clear objectives, managing your resources wisely, and leading your team like a seasoned raid leader. Join us as we weave together fantasy and reality, forging a path to victory in both realms. The adventure awaits—let's spam execute together! https://linktr.ee/caffcx --- Support this podcast: https://podcasters.spotify.com/pod/show/caffeinatedcx/support

On this episode of CXRR (CX Riot Radio) we talk about how to make your trainings, your coachings, and your knowledge base more fun, more engaging, and more interactive. Because why wouldn't you want that? Buy my books. https://linktr.ee/caffcx --- Support this podcast: https://podcasters.spotify.com/pod/show/caffeinatedcx/support

Nostalgia is back, boys --- Support this podcast: https://podcasters.spotify.com/pod/show/caffeinatedcx/support

Did you know that right off the bat, without even adding anything else to the day, your contact center agents are facing a nearly 10% DROP in productivity? It's true! Tab dancing, switching systems, and loading programs takes up to 10% of productivity AWAY, and that's before adding in handicaps like slow computers, shoddy internet, and fragmented knowledge bases. Here's what you can do to mitigate some of the toggle tax that we MUST all pay. "Nice try fed, I'm still not paying my toggle taxes!" https://linktr.ee/caffcx --- Support this podcast: https://podcasters.spotify.com/pod/show/caffeinatedcx/support

We go through CMP Research's 2024-2025 Customer Contact and CX Functions Benchmark Report thing that conveniently landed in my inbox this morning, granting me content, and contentment. Thanks CMP! (CMP stands for Customer Management Practice... NOT Central Maine Power IFYKYK) Self Service and cost cutting are all the rage these days, giving credence to Andrew Yang's 2020 Presidential run. According to Goldman Sachs (a VERY trustworthy source) over 300 jobs will be replaced by AI and automation by 2030. 2030 is not a flung off future date. It's in 5 and a half years. So, what are we doing about? Looks like we're heralding it in, take our jobbies AI Overlords! It is what it is, I guess. Here's a link to see more stuff: https://linktr.ee/caffcx --- Support this podcast: https://podcasters.spotify.com/pod/show/caffeinatedcx/support

You know when you put your email and slack notifications on your watch, and after awhile they lose their urgency because they're CONSTANT? Well, the same thing can happen when you're handling customer complaints, especially if nothing is being done on the backend to prevent the most frequent kinds of complaints from happening in the first place. That's what this episode is about, if you didn't catch that. https://linktr.ee/caffcx --- Support this podcast: https://podcasters.spotify.com/pod/show/caffeinatedcx/support

Prices are at record highs, quality is at record lows*, portions are at record smalls(?), and sales are at record levels. What the f#$%? Everybody complains about fast food, the prices, the customer service, the food itself, and yet 80% of Americans eat fast food at least once a week. What's up with that? https://linktr.ee/caffcx --- Support this podcast: https://podcasters.spotify.com/pod/show/caffeinatedcx/support

"This is not going to go the way you think." -Luke Skywalker A non-profit that helps people with eating disorders fires all of their staff and replaces them with a chatbot named Tessa. The results can be summarized with the following phrase: "lol. lmao, even." LinkTree: https://linktr.ee/caffcx NY Post Article: https://nypost.com/2023/05/31/eating-disorder-helpline-fires-ai-for-harmful-advice-after-sacking-humans/ --- Support this podcast: https://podcasters.spotify.com/pod/show/caffeinatedcx/support

On this episode of CX Riot Radio, we delve into the dynamic world of revie... just kidding. We talk about how important it is to reply back to your customer reviews in a timely manner, what you should say, and how you should say it (ie; don't have your responses be SEO gibberish). All that and more on this exciting episode of CX RIOT RADIO Article Referenced: https://www.cxtoday.com/voice-of-the-customer/2024-online-review-trends-75-trust-reviews/ Next In Queue Espisode Mentioned: https://youtu.be/SjswyMhuFX0?si=2qS9HdFfAMTFUcWz LinkTree: https://linktr.ee/caffcx --- Send in a voice message: https://podcasters.spotify.com/pod/show/caffeinatedcx/message Support this podcast: https://podcasters.spotify.com/pod/show/caffeinatedcx/support

I love acronyms, don't you? Of course you do. We all do. Especially ones that work and make sense. SPARK is all you need to improve your Customer Experience. If someone says different, they're trying to sell you something. (No offense SaaS frens) https://linktr.ee/caffcx --- Send in a voice message: https://podcasters.spotify.com/pod/show/caffeinatedcx/message Support this podcast: https://podcasters.spotify.com/pod/show/caffeinatedcx/support

On today's episode of CX RIOT RADIO we go to the swamps of Glassdoor and ask the question: "Are we in a white collar recession?" Well, are we? Are the job reports being sent out every month accurate? How are we, as CX Professionals and a community, helping our employees and customers get through this latest wave of economic uncertainty? https://linktr.ee/caffcx The Blue Collar Call Center: https://a.co/d/hsw66NS The Blue Collar Call Center: Rebuttal Field Manual: https://a.co/d/7ki5dWh Steel & Soul: A Journey of Customer-Centric Enlightenment: https://a.co/d/d9FjSZz --- Send in a voice message: https://podcasters.spotify.com/pod/show/caffeinatedcx/message Support this podcast: https://podcasters.spotify.com/pod/show/caffeinatedcx/support