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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

00:09:29

Praise to the Stakeholders!

CX RIOT RADIO ·

2023/10/11

Sup boys and girls? On this episode of Caffeinated CX we talk about our Stakeholders, and how they are just as important if not more so as your Shareholders. Who are the Stakeholders? Your employees, your vendors, and your community. Boom. 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

00:32:17

The HeroCX Framework: Customer Service Week 2023

CX RIOT RADIO ·

2023/10/06

Happy Customer Service Week, everybody! Here is how we rung in the Week at Rooter Hero Plumbing & Air! Here is the HeroCX Framework. Enjoy! --- 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

00:05:50

The Long-Term Consequences of Short-Term Savings

CX RIOT RADIO ·

2023/10/04

In this episode of Caffeinated CX we rant about the injustice of cutting customer service jobs when companies face challenges. Discover why this practice is not only wrong but detrimental to long-term success and human dignity. Join the fight against outsourcing and stand up for the unsung heroes of your business—your customer service representatives! --- Send in a voice message: https://podcasters.spotify.com/pod/show/caffeinatedcx/message Support this podcast:

en

00:08:23

Customer Service Week 1: The HeroCX Framework

CX RIOT RADIO ·

2023/10/02

Welcome to 4th Quarter and Welcome to Customer Service Week 2023!! Here we lay out the HEROCX Framework. --- 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

00:07:45

Customer Service Week 2023 (Bonus Episode)

CX RIOT RADIO ·

2023/09/28

Here's a Speech I wrote to kick off Customer Service Week 2023. What are you doing to celebrate? --- 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

00:20:10

CX in 2023

CX RIOT RADIO ·

2023/09/27

In this episode of Caffeinated CX, we read the Forrester CX Index report (free version lol) on the state of CX in 2023. With no surprise, it's awful. Let's dissect it. https://www.forrester.com/blogs/us-cx-index-2023-results/ Here's the 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

en

00:22:24

CX and Leadership with John Akhoian

CX RIOT RADIO ·

2023/09/20

On this episode of Caffeinated CX (episode 154... 😲) I sat down with John Akhoian, the founder of Rooter Hero Plumbing & Air and friend to the show. We talked Customer Experience in the trades, creating a Company Culture, and Leadership in one of, if not the largest privately owned Plumbing company in the Republic of California. Links: The CaffCX LinkTree: https://linktr.ee/caffcx Rooter Hero Plumbing & Air: https://rooterhero.com/ John's LinkedIn:

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00:15:07

The Customer Centric Plumbing Company

CX RIOT RADIO ·

2023/09/14

On this episode of Caffeinated CX we dive into the world of plumbing and other trades companies and how they can excel in the modern business landscape. Discover inspiring stories of customer interactions that turned into remarkable opportunities and learn valuable strategies for fostering strong customer relationships. Explore the importance of embracing the customer-centric shift in the plumbing industry and gain insights into handling negative feedback while maintaining a positive brand image

en

00:14:02

Hiring For EQ and CQ

CX RIOT RADIO ·

2023/09/06

On this episode of Caffeinated CX we talk about hiring members for your Customer Service Team off of their EQ (Emotional Intelligence Quotient) and their CQ (Control Quotient). Why is it important? Which is more important? We turn to the pages of the Effortless Experience to see. LinkTree Steel & Soul The Blue Collar Call Center --- Send in a voice message: https://podcasters.spotify.com/pod/show/caffeinatedcx/message Support this podcast:

en

00:18:30

The Communication Crucible

CX RIOT RADIO ·

2023/08/30

On this episode of Caffeinated CX, we dive into the first pillar of the CAFFEINATED Framework, the Communication Crucible which, if done right will bring your business and your customer service to new heights, heights never dreamed of before. Yeah. Here's the 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

en

00:12:19

Unrelenting Training

CX RIOT RADIO ·

2023/08/23

On this episode of Caffeinated CX we're delving deep into the world of customer experience like never before. Get ready to be inspired as we unravel the importance of unyielding training for your Customer Service Department. From mastering skills to crafting unforgettable service, we'll explore how this relentless pursuit of excellence not only transforms your customer interactions but also sparks a domino effect across your entire business. We discuss how important it is for your training

en

00:06:18

One Stop Resolutions (From the Caffeinated Archives)

CX RIOT RADIO ·

2023/08/16

We reach down into the archive for this gem of an episode. Enjoy the beginning of Caffeinated CX, where it was an offshoot of Coffee With Dave, an internal video series for Rooter Hero Plumbing & Air Here's the LinkTree! --- 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

00:11:45

Customer Service Isn't For Everyone

CX RIOT RADIO ·

2023/08/09

In this episode of Caffeinated CX, we tackle the frustration of repeating ourselves during calls and the importance of empathy in customer service. Discover why getting worked up over simple questions isn't worth it and why ego has no place in exceptional service. It's time to flip the script, treat everyone with respect, and turn each call into an opportunity to make a positive impact. Here's the LinkTree --- Send in a voice message:

en

00:11:48

The Compassionate Meritocracy

CX RIOT RADIO ·

2023/08/02

In this episode of Caffeinated CX, David introduces the concept of the Compassionate Meritocracy Emphasizing the importance of high standards and human compassion, he explains how this approach fosters a positive and supportive workplace culture. Discover how the call center thrives on excellence while remembering the humanity of its employees, creating a dynamic and fulfilling environment for everyone. --- Send in a voice message:

en

00:11:01

P.E.A.C.E. Company Culture and Values

CX RIOT RADIO ·

2023/07/26

On this episode of Caffeinated CX, we talk Leadership, Company Values, and Culture with the reminder that leadership is not just a title; it's a responsibility to be the living embodiment of our values. Leading by example builds trust, the currency of leadership. Everyone in the company has a role in shaping the culture through consistent actions that align with the shared beliefs and principles. By living and breathing the values, the tribe becomes an unstoppable force, leaving a lasting legacy

en

00:15:56

Leveling Up the Contact Center with Performance Pay

CX RIOT RADIO ·

2023/07/19

In this episode of Caffeinated CX, we dive deep into the world of call centers and explore the game-changing benefits of performance pay and gamification. Drawing inspiration from the legendary game World of Warcraft and others, we'll uncover how these strategies can supercharge your call center's productivity, motivation, and customer experience. Get ready to unleash the inner warriors, mages, warlocks, and paladins within your agents and take your call center to new

en

00:13:12

Creating Cyborgs With Bad QA

CX RIOT RADIO ·

2023/07/12

On this episode of Caffeinated CX we delve back into the shadowy depths of the Customer Service Subreddit on... Reddit where we take a look at why some companies force their chat customer service agents to use expander macros, copy/paste responses, and templates when they could just get a Chatbot. Please note, this is not an argument for Chatbots. Here's the LinkTree: https://linktr.ee/caffcx --- Send in a voice message: https://podcasters.spotify.com/pod/show/caffeinatedcx/message Support

en

00:06:30

Espresso Shot: Unleashing Empathy

CX RIOT RADIO ·

2023/07/07

In this Espresso Shot (It's a double shot): we explore the essential role of empathy and emotional intelligence in customer service. We delve into how call center agents and leaders can cultivate these qualities to enhance customer interactions. The episode highlights the significance of empathy as a bridge to customer satisfaction and emphasizes the power of emotional intelligence in handling challenging situations. Practical tips and strategies are provided for improving empathy and emotional

en

00:11:44

Forging a Customer-Centric Company Culture

CX RIOT RADIO ·

2023/07/05

Welcome to Caffeinated CX, where we delve into the electrifying realm of building a customer-centric company culture. Brace yourself for battle-tested strategies that will propel your business to new heights. It starts with leadership setting the example, but every soul in your organization must embrace the customer-centric mindset. Empower your people, invest in training and development, and foster cross-functional collaboration. Embrace customer feedback, transparency, and continuous improvement

en

00:03:48

Espresso Shot: 5 Ways to Up Your CX Game

CX RIOT RADIO ·

2023/07/03

In this Espresso Shot, join us as we dive into the world of customer service revolution and provide 5 Ways to Up your CX Game. Discover how to create effortless experiences that rock the establishment and leave customers begging for more. Prepare to get Caffeinated as we tear down the walls of mediocrity and revolutionize customer service with authenticity, empathy, and continuous improvement. Get ready to disrupt the status quo, ignite customer satisfaction, and foster unbreakable loyalty. Are you

en

280 results

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