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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

00:16:15

OTTER 2.0

CX RIOT RADIO ·

2023/03/01

Hello! On this episode of Caffeinated CX we delve back into OTTER which stands for Over the Top Empathy and Rapport, and we redefine what "Over the Top" means in a realistic, real-world sense. So, grab a cup of coffee, crack open an energy drink, or set up a line of pre-workout and give it a bump and LFG. 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

00:14:20

Reduce Your Turnover Rate by NOT Doing This

CX RIOT RADIO ·

2023/02/22

On today's episode we tell a tale straight from r/callcentres. A scary tale. A spooky tale. And a tale that sheds some light on why some Contact Centers have a 40, 50, or even 60% turnover rate. 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

00:10:37

12 Needs for Ultimate CX

CX RIOT RADIO ·

2023/02/15

Here are 12 needs for ultimate cx. There are probably more. But here are 12. 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

00:11:14

The Negative Connotations of Coaching

CX RIOT RADIO ·

2023/02/08

Heya! It's me Imoen! Wait a second. On this episode of Caffeinated CX we talk about coaching, and why some people feel... a certain way about it. Why is coaching at some places a negative? Why is it that at some places the only time an employee meets with a team lead or a supervisor it's because they messed up? That's a bit messed up, maybe they need the coaching. Who knows. Anyway, here's the LinkTree, and remember to buy my book! --- Send in a voice message:

en

00:11:24

The 5 Cardinal Rules for Amazing CSRs

CX RIOT RADIO ·

2023/02/01

There are actually 7, but 5 sounds better for a Podcast title. Whatever. We'll cover the other 2 in a later episode, maybe. If you're listening to this on the day it releases, come say hi to me at CCW San Antonio, if you're there! 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

00:15:40

Robot Customers

CX RIOT RADIO ·

2023/01/25

In this episode of Caffeinated CX we talk about the RISE OF THE MACHINE CUSTOMERS, as discussed by James Dodkins in this video. Are we really heading into a future where machine will talk to machine? 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

en

00:12:43

Running a Contact Center Team

CX RIOT RADIO ·

2023/01/18

On this episode of Caffeinated CX we talk about the importance and the duties (heh) of Team Leads! 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

00:15:32

Critical Failures in CX

CX RIOT RADIO ·

2023/01/11

On this episode of CX we talk about why Customer Experience is so bad right now, and focus in on one company that has recently rolled a 1 with their PR and CX strategy. Roll for initiative, we're going in. 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

00:12:46

Stoicism in the Contact Center- BONUS EPISODE

CX RIOT RADIO ·

2023/01/06

On this special bonus episode of Caffeinated CX we talk about Stoicism and how Stoic Philosophy can be leveraged in the Contact Center. Why? Stoicism is the best Operating System for your mind, and it can help employees (and yourself) to prevent burnout, especially in stressful situations. 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

00:11:43

The Punk Rock Contact Center

CX RIOT RADIO ·

2023/01/04

On this episode of Caffeinated CX (the first one of 2023 by the way) we see if the punk rock ethos can fit into a contact center environment. Spoilers: it can. 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

00:15:16

Floor Support in a Digital Age

CX RIOT RADIO ·

2022/12/28

For the last episode of 2022 👀 we talk about Floor Support, how important it is, and just how tough it can be for some people in this age of remote or hybrid work. 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

00:08:13

Enter 2023

CX RIOT RADIO ·

2022/12/21

In this episode we talk about 2022 and what maybe 2023 will be like. --- 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

00:12:20

Quality Assurance Automation

CX RIOT RADIO ·

2022/12/14

In this episode of Caffeinated CX we talk about grading calls. Not how to grade calls, but how to grade calls, if you catch my drift. Do you have live QA agents scoring calls, or do you use speech analytics/transcription software, or do you use both? Both is good. And that's what we're talking about today. Yeah. https://linktr.ee/caffcx --- Send in a voice message: https://podcasters.spotify.com/pod/show/caffeinatedcx/message Support this podcast:

en

00:08:49

RISE OF THE HUMAN CHATBOT

CX RIOT RADIO ·

2022/12/07

In this episode of Caffeinated CX we talk about THE RISE OF THE HUMAN CHATBOT and how some companies or managers want your live chat agents to use templates and copy/paste responses. Imagine doing Ctrl+C Ctrl+V ALL DAY. Why not just get a chatbot? It's probably cheaper. 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

00:13:38

Decentralized Locations

CX RIOT RADIO ·

2022/11/30

Another caffeine and rage fueled rant, this time about how you shouldn't put all of your eggs in one basket. It doesn't make good business sense to do that. A tale of contingences, of internet and power outages. Of agents and overtime. It's a good one. 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

00:07:55

Human Formfills

CX RIOT RADIO ·

2022/11/23

Are you (or your staff) human formfills or are you (or your staff) actual humans? It's all in how you take the call. 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

00:10:15

Addition by Subtraction

CX RIOT RADIO ·

2022/11/16

What policies, procedures, or people could you subtract to add more value to your service or product? 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

en

00:09:20

Wowing Customers

CX RIOT RADIO ·

2022/11/09

If "WOW" stands for "Way Over Wonderful" are you able to define what that means? What is a wonderful customer experience? What does it mean to go above and beyond? 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

en

00:11:20

Company-Customer Friction

CX RIOT RADIO ·

2022/11/02

Friction is good in a couple of circumstances (this is a family friendly show, so use your imagination), but when it comes to creating unnecessary friction for a customer to use your services? Nah. No Bueno. 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

en

00:06:45

Call Center Horror Story: Cell Phone Policies

CX RIOT RADIO ·

2022/10/31

Mwahahahahaha welcome to a special Halloween Bonus Episode of Caffeinated CX! Within lies a horror so... horrible you have to listen to it to believe it. Buy my book. 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

280 results

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