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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

00:04:56

Espresso Shot: Simplifying the Peak-End Rule

CX RIOT RADIO ·

2023/06/30

Join us on a CX journey as we uncover the truth about customer service in plumbing companies. Armed with the wisdom of the Peak-End Rule, we explore the impact of friendly plumbers, attentive phone operators, and efficient dispatchers. Discover the power of creating positive peaks and triumphant endings to revolutionize the customer experience. Get ready to rock the world of plumbing service! Here's the LinkTree --- Send in a voice message:

en

00:12:53

Unmasking the Delight Fallacy

CX RIOT RADIO ·

2023/06/27

In this episode of Caffeinated CX, we challenge the misconception that constantly delighting customers is the key to loyalty. Instead, we embrace the power of delivering effortless experiences. By prioritizing consistency, streamlining processes, and minimizing customer effort, we unlock the true path to unwavering loyalty. We delve into the psychology of human nature and strike a harmonious balance between effort and excellence. Through captivating examples, we learn how industry leaders have

en

00:04:36

Espresso Shot: EX=CX²

CX RIOT RADIO ·

2023/06/26

In this Espresso Shot, we delve into the captivating world of employee engagement and customer experience. Get ready for mind-blowing insights and statistics that will revolutionize the way you approach business. Discover the powerful connection between engaged employees and exceptional customer satisfaction, and unlock the secrets to dominating your industry. Join us on Caffeinated CX, where we delve into the dynamic world of customer experience and employee engagement. Discover the secrets to

en

00:06:01

Espresso Shot: The Hidden Power of Positive Reviews

CX RIOT RADIO ·

2023/06/23

In this Espresso Shot, we delve deep into the untamed world of positive reviews and customer experience. Join us as we uncover the raw, unfiltered truth behind the extraordinary power of positive reviews and how they can propel your business to new heights of success. Discover how positive reviews serve as the ultimate fuel that drives businesses to the top, converting doubters into raving fans along the way. Explore the impenetrable armor of reputation that shields businesses from negativity and

en

00:13:30

The Unfiltered Truth about Poor Customer Experience

CX RIOT RADIO ·

2023/06/21

In this episode we dive headfirst into the unfiltered truth about the consequences of poor customer experience. Brace yourself for a reality check that will shake the very foundation of your business. From the silent revenue killer of customer churn to the devastating impact of negative word-of-mouth, we reveal the hidden costs that come with neglecting your customers. But fear not, because we also explore the power of customer experience and customer service leadership. Discover how visionary

en

00:09:39

From Scripts to Subversion: Embracing Punk Rock Ethos...

CX RIOT RADIO ·

2023/06/14

In this electrifying episode we explore the intersection of punk rock, contact centers, and marketing to revolutionize customer engagement. Discover how embracing authenticity, empowerment, disruption, and social justice can elevate your contact center's customer service and brand engagement to new heights. Learn from inspiring stories of punk rock in action, and uncover practical strategies to challenge conformity, unleash innovation, and make a profound impact on both your customers and

en

00:11:56

Embracing the Minimum Effective Tech Stack

CX RIOT RADIO ·

2023/06/07

In this episode, we delve into the world of contact centers, uncovering the secrets of a minimum viable tech stack. Join us as we strip away the excess and reveal the essential components that drive effective contact center operations. From customer relationship management (CRM) systems to omnichannel solutions, analytics tools, workforce management software, and data security measures, we leave no stone unturned. Learn how to empower your agents, enhance the customer experience, and maximize your

en

00:11:42

Efficiency and Progress Are Ours Once A-More

CX RIOT RADIO ·

2023/05/31

In this power-packed episode of Caffeinated CX we reveal the secrets to exceptional customer service. Learn how to strike the perfect balance between blowing minds and ruthless efficiency. From personalized experiences to lightning-fast problem-solving, we uncover the essential service standards you need. Inject personality, streamline processes, and anticipate customer needs like a psycho psychic. Discover the impact of surprise and delight, and embrace feedback for continuous improvement. Get

en

00:10:11

Shattering the Silos: Holy Unity for Unstoppable Triumph

CX RIOT RADIO ·

2023/05/24

First, go to the LinkTree and check out the blog. Jeesh. Introduction: Get ready to ignite your senses as we plunge headfirst into the dark depths of customer experience. Today, we're tearing down the walls, smashing the barriers, and unleashing the glorious holy power of collaboration between marketing, customer service, and sales. Brace yourselves for a mind-blowing discussion that will revolutionize your business. Part 1 Chains of Isolation: We're ripping apart the chains that bind us in

en

00:06:10

CaffCX Throwback- Humanized CX

CX RIOT RADIO ·

2023/05/17

An episode from the before times. --- 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

00:10:27

Why You Should (Sometimes) Fire Customers

CX RIOT RADIO ·

2023/05/10

On this episode of Caffeinated CX we talk about why it's sometimes necessary to let customers go, and compare it to when you need let someone go in your personal life because they're toxic or they're abusive. Then we talk about tipping in Self Service environments, because that's weird. Who's we? Me. Anyway, here's the LinkTree --- Send in a voice message: https://podcasters.spotify.com/pod/show/caffeinatedcx/message Support this podcast:

en

00:12:59

A Firestorm to Purify the Bane that Customer Service...

CX RIOT RADIO ·

2023/05/03

In this episode, we discuss the importance of customer experience in business and provide specific examples of what bad customer experience looks like. We also provide actionable steps that businesses can take to improve their customer experience, such as understanding their customers, empowering their employees, communicating effectively, being responsive to feedback, and prioritizing customer experience as a key part of their overall strategy. By prioritizing customer and more importantly,

en

00:14:23

Personal Development in the Contact Center

CX RIOT RADIO ·

2023/04/26

Here's a question: why does almost nobody offer personal development training for their contact center employees? In this episode, we attempt to answer the question and give reasons why you should care about their personal and professional growth. 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

00:08:15

The Caffeinated CX Mindset

CX RIOT RADIO ·

2023/04/19

In this episode, we explore the CAFFEINATED CX mindset for providing exceptional customer service. From the power of high energy to the NPS-driven approach, we cover all the essentials for building positive relationships with customers and growing your business. Discover how to stay motivated, work hard, take breaks, and focus on the customer to bring positive energy to every interaction. Learn how to maintain your energy levels all day long, set achievable goals, prioritize tasks, and create a

en

00:11:39

The Power and Pitfalls of Personalization

CX RIOT RADIO ·

2023/04/12

Welcome to "Caffeinated CX," the podcast where we talk about CX and stuff... all in a hyper-caffeinated state. In this episode, our host David, the Caffeinated CXO, takes a deep-ish dive into the world of personalization in customer experience. We'll explore the power and pitfalls of customized experiences and discuss the importance of finding the right balance between personalization and efficiency. David will share insights and examples of how personalization can be effective when

en

00:13:23

Is QA Workplace Bullying?

CX RIOT RADIO ·

2023/04/05

On this episode of Caffeinated CX we return to the depressing depths of the Callcentre Subreddit, a place of terror and sadness to read a post that asks "is QA a form of workplace bullying?" It can be. If the QA and Supervisors only focus on the bad, get excessively nitpicky, or the only time they interact with QA or their supervisor is when the agent did something wrong. Most of the time, I don't think it is. But let's talk about it regardless. LinkTree! --- Send in a voice

en

00:11:02

Improving Your Bottom Line by Improving Company Culture

CX RIOT RADIO ·

2023/03/29

On this episode of Caffeinated CX we go out on a tangent (okay, it's a short speech I wrote) about the importance of Company Culture, drawing from three books I've been obsessed with lately: The Effortless Experience, The Thank You Economy, and Delivering Happiness. Why is Company Culture so important? How does it affect your bottom line? Listen and find out! The LinkTree --- Send in a voice message: https://podcasters.spotify.com/pod/show/caffeinatedcx/message Support this podcast:

en

00:28:25

Taking Care of the Voice of Your Company with Zac...

CX RIOT RADIO ·

2023/03/22

On this episode of Caffeinated CX Zac Garside of Power Selling Pros Zooms in to the Studio where we talk about about CSRs and Remote Management. https://powersellingpros.com/free The Caffeinated CX 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

00:17:20

Increasing Empathy, Decreasing Effort

CX RIOT RADIO ·

2023/03/15

On this episode of Caffeinated CX we talk about ways to improve your company's Customer Experience, namely improving the empathetic language used by the first contacts of the company and reducing customer effort. 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

00:32:20

Sales Training for Plumbers w/Tony Gee

CX RIOT RADIO ·

2023/03/08

On this episode of Caffeinated CX we sit down with Tony Gee of Strictly Plumbers and talk shop about Plumbing Sales and how Sales Training ties directly in with CSRs and Dispatchers. Fun is had, cursing is heard, and some knowledge bombs are dropped. Reach Tony here, here, and here. And like always, here's the LinkTree: --- Send in a voice message: https://podcasters.spotify.com/pod/show/caffeinatedcx/message Support this podcast:

en

280 results

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