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PODCAST

CX RIOT RADIO

CX Riot Radio is the blue-collar CX podcast for dispatchers, CSRs, and field techs who don’t have time for buzzwords. Duct-taped headsets. Real talk. No fluff. Just call center grit, trade industry truth, and leadership without the corporate gloss.

business marketing

All Episodes

00:09:25

from players🎮 to paychecks💸

CX RIOT RADIO ·

2024/02/21

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 --- Send in a voice message: https://podcasters.spotify.com/pod/show/caffeinatedcx/message Support this podcast: https://podcasters.spotify.com/pod/show/caffeinatedcx/support

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00:11:35

Use AI to Augment, Not Replace Employees

CX RIOT RADIO ·

2024/02/14

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 --- Send in a voice message: https://podcasters.spotify.com/pod/show/caffeinatedcx/message Support this podcast:

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00:11:19

Top Grading Your Call Center

CX RIOT RADIO ·

2024/02/07

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 --- Send in a voice message: https://podcasters.spotify.com/pod/show/caffeinatedcx/message Support this podcast: https://podcasters.spotify.com/pod/show/caffeinatedcx/support

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00:22:37

Every Call is a Sales Call

CX RIOT RADIO ·

2024/01/31

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,

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00:06:43

From the Archives: CSAT is Dumb

CX RIOT RADIO ·

2024/01/24

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 --- Send in a voice message: https://podcasters.spotify.com/pod/show/caffeinatedcx/message Support this podcast: https://podcasters.spotify.com/pod/show/caffeinatedcx/support

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00:22:45

Coaching Call Center Agents So They Don't Hate Coaching

CX RIOT RADIO ·

2024/01/17

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 --- Send in a voice message: https://podcasters.spotify.com/pod/show/caffeinatedcx/message Support this podcast: https://podcasters.spotify.com/pod/show/caffeinatedcx/support

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00:17:26

Be Omnipresent 🔥

CX RIOT RADIO ·

2024/01/10

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 --- Send in a voice message: https://podcasters.spotify.com/pod/show/caffeinatedcx/message Support this podcast: https://podcasters.spotify.com/pod/show/caffeinatedcx/support

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00:18:27

Can CX Be Saved in 2024?

CX RIOT RADIO ·

2024/01/03

In this episode of Caffeinated CX, we try to unravel the reasons why CX has failed so hard in the last year, in the last decade really. 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

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00:07:26

The Great KPI Quest

CX RIOT RADIO ·

2023/12/27

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

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00:08:05

Raise the Middle, Cut the Bottom

CX RIOT RADIO ·

2023/12/20

In this episode of Caffeinated CX, we delve into the vital essence of call center success. Highlighting the undeniable importance of focusing efforts on top performers, nurturing middle achievers, and making tough yet crucial decisions regarding underperformers. 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

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00:10:11

Leadership Capital

CX RIOT RADIO ·

2023/12/13

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 --- Send in a voice message: https://podcasters.spotify.com/pod/show/caffeinatedcx/message Support this podcast: https://podcasters.spotify.com/pod/show/caffeinatedcx/support

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00:12:45

As a Dog Returneth (From the Archives)

CX RIOT RADIO ·

2023/12/06

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 --- Send in a voice message:

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00:22:54

The 4 Pillars of the Blue Collar Call Center

CX RIOT RADIO ·

2023/11/29

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: Customer Experience Booked Leads Field Support Culture Let's talk about it. https://linktr.ee/caffcx #customerexperience #customerservice #plumbing --- Send in a voice message: https://podcasters.spotify.com/pod/show/caffeinatedcx/message Support this podcast: https://podcasters.spotify.com/pod/show/caffeinatedcx/support

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00:08:29

Overcoming Brown Friday

CX RIOT RADIO ·

2023/11/22

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

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00:04:46

From the Archives: ✨Magic Words🧙

CX RIOT RADIO ·

2023/11/15

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

en

00:12:55

How Companies Can Reduce Employee Burnout

CX RIOT RADIO ·

2023/11/10

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

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00:11:44

The Customer Loyalty Secret

CX RIOT RADIO ·

2023/11/08

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

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00:14:27

Personalization and Isolation

CX RIOT RADIO ·

2023/11/01

Let's explore the key pillars of a customer-centric approach. From personalization and understanding customer isolation we learn how to build more than just a business – a community. Join us as we dive into the essence of empathy, support, and meaningful connections in the world of customer experience. https://linktr.ee/caffcx --- Send in a voice message: https://podcasters.spotify.com/pod/show/caffeinatedcx/message Support this podcast:

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00:24:06

Getting 5 Star Reviews For Your Trades Business

CX RIOT RADIO ·

2023/10/25

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

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00:28:57

Why Occupy Wall Street Failed... And Made Things Worse.

CX RIOT RADIO ·

2023/10/18

Occupy Wall Street failed for much the same reasons the Star Wars Sequel Trilogy failed. Since 2011 the gulf between the rich and the poor has increased, we've entered into what many are calling a "silent depression", more jobs are being lost to offshoring and automation, 18 and 19 year old's are being brainwashed to take on tens of thousands if not hundreds of thousands dollars worth of debt, and the establishment is stronger than ever. Since 1978, the CEO compensation among

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280 results

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