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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

00:10:26

Every Call is a Sales Call

CX RIOT RADIO ·

2022/10/26

Every call is a sales call. Even if you're giving away free tickets to a concert, you gotta build the value, you gotta overcome objections, and you gotta sell your company and yourself to the customer. Plus some other stuff. 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

00:09:56

The 5 Qualities of Customer Service Superstars

CX RIOT RADIO ·

2022/10/19

Let's get this out of the way first, there are more than five qualities that customer service superstars possess. But here are five of them. Pretty important ones too. What are they? Listen to the episode. Jeesh. LinkTree to where everything can be found (including my book the Blue Collar Call Center): https://linktr.ee/caffcx --- Send in a voice message: https://podcasters.spotify.com/pod/show/caffeinatedcx/message Support this podcast:

en

00:06:52

Adventures in Bad CX

CX RIOT RADIO ·

2022/10/12

My wife went to a big box store last night. Let's talk about the experience. 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

00:09:55

The Unintended Consequences of Lowering Talk Time

CX RIOT RADIO ·

2022/10/05

On this episode of Caffeinated CX, we talk about what the unintended consequences of incentivizing or pushing low talk times. It's all about returning to basics, and not rushing the customer off the phone and letting them speak is as basic as you can get. LinkTree: https://linktr.ee/caffcx Buy my book. It's on the LinkTree. Blue Collar Call Center. I dunno. --- Send in a voice message: https://podcasters.spotify.com/pod/show/caffeinatedcx/message Support this podcast:

en

00:07:26

All the Call Floor is a Stage

CX RIOT RADIO ·

2022/09/28

'All the world's a stage, and all the men and women merely players' Shakespeare probably said. Does this apply in a contact center? You betcha, as they say somewhere cold in the USA. How many people have 'customer service voices'? A lot, I would gather. Why would you play a role while taking calls? Why would you roleplay? Why would you act? Why not be your authentic self? Sure, empathy, building value, getting all the right info... all important. But sometimes it's hard, right? Sometimes it's

en

00:07:16

The Customer is Always Right?

CX RIOT RADIO ·

2022/09/21

Is the customer always right? Where does that phrase come from? What does it mean? Let's talk about it. 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

00:10:50

The Laws of Referability

CX RIOT RADIO ·

2022/09/14

In today's episode of Caffeinated CX we talk about the Laws of Referability as popularized by Dan Sullivan of Strategic Coach (I believe...). These laws are: Be On Time Do What You Say Be Polite Wow. Those are like the best things to do with customer service as well. Let's talk about that. Links: The LinkTree: https://linktr.ee/caffcx The Book: https://www.amazon.com/Blue-Collar-Call-Center-Conversational/dp/B0BF2HCKHS/ref=tmm_pap_swatch_0?_encoding=UTF8&qid=1663170034&sr=8-3 ---

en

00:19:17

Customer Satisfaction Vs Customer Loyalty

CX RIOT RADIO ·

2022/09/07

In this first ever crosspost with HeroTalk (the mostly weekly podcast from Rooter Hero Plumbing & Air), I sat down with Kat Conchas and John Akhoian to discuss CSAT and CLOY, what they mean, and to discover if one is more important than the other. https://linktr.ee/caffcx Kat: https://www.linkedin.com/in/katherine-conchas-819700205/ John: https://www.linkedin.com/in/john-akhoian/ HeroTalk:

en

00:27:04

Is Resolving Customer Complaints Enough? With Kat and...

CX RIOT RADIO ·

2022/08/31

This week I sit down with Kat from HeroTalk (the mostly weekly Rooter Hero Plumbing & Air Podcast) and Vanessa (from Rooter Hero Plumbing & Air) (Quick side note: I also work for Rooter Hero Plumbing & Air) to discuss the best ways to resolve customer complaints. Let's talk about it: https://linktr.ee/caffcx American Standard 2000 Demo Tape: https://youtu.be/83mGcPt02js --- Send in a voice message: https://podcasters.spotify.com/pod/show/caffeinatedcx/message Support this podcast:

en

00:09:42

The Quiet Quittening

CX RIOT RADIO ·

2022/08/24

We've gone from the great resignation to the great layoffation to the great... quiet quitation? I don't even know anymore. It does seem that the more of these I do, the more I begin to transform into late 90's/early 2000's Jello Biafra, at least in spirit, so that's something I guess. Anyway, here's Wonderwall. https://linktr.ee/caffcx --- Send in a voice message: https://podcasters.spotify.com/pod/show/caffeinatedcx/message Support this podcast:

en

00:09:59

The Great Layoffation (Part 2)

CX RIOT RADIO ·

2022/08/17

Part 2 of the Caffeinated CX take on all the lay offs happening. Will there be more? Maybe who knows? Not me. Depends on how the economy goes, and how people respond to that economy, I guess. Anyway, people should not be used to balance the budget. Wanna guess my views on outsourcing jobs? 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

00:13:17

The Great Layoffation (Part 1)

CX RIOT RADIO ·

2022/08/10

You heard of the Great Resignation, now here's the Great Layoffation. I dunno, I literally just made up the term. Is the GR responsible for the GL? lol no. No it is not, but some people (at least one person) think so! Let's talk about it in todays riveting, yet amazingly chill, episode. LinkTree: https://linktr.ee/caffcx --- Send in a voice message: https://podcasters.spotify.com/pod/show/caffeinatedcx/message Support this podcast:

en

00:16:51

Team Leads and Coaching Set Up

CX RIOT RADIO ·

2022/08/03

In this episode we talk about how to set up Team Leads and Team Members for success. From selecting Team Leads from your pools of CSRs all the way through Coachings and to Team Victory Parties. 🎉🎈🥳🎊💃 Obligatory LinkTree... link: 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

00:15:06

Let's Get Some CSRs!

CX RIOT RADIO ·

2022/07/27

Hey, a hiring episode. From the ad to the interview. LFG!! Obligatory 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

00:29:48

Horrible Self-Service with Jenny

CX RIOT RADIO ·

2022/07/20

Hey everyone! On todays episode of Caffeinated CX I sit down with Jenny to talk about the latest trends in customer self-service, and how horrible they can be. Here's the LinkTree: https://linktr.ee/caffcx <-- that's where you can find the oft neglected blog and youtube channel for Caffeinated CX. --- 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

Basically, It's The Basics

CX RIOT RADIO ·

2022/07/13

Everyone is talking about Wowing the Customer. About creating those memorable awesome, social media sharable customer experience moments (not fabricated by a PR company) that drive traffic and more customers to our websites, our call centers, and our stores. But what if I told you that maybe just mastering the basics is enough to Wow a customer right now. Maybe not keeping a customer in a call queue for an hour is enough to be a 'Wow moment'. Look, we should never stop trying to make the customer's

en

00:14:54

Risk and Reward

CX RIOT RADIO ·

2022/07/06

Entrepreneurs and business owners take a lot of risk on when they start or grow their businesses, this much is true. You know who else takes a big risk? Employees when they sign onto a new job, or stay at one for a long time. Let's talk about the risks and rewards that the employees face. Whether that risk comes from the possibility of being downsized, to their position being outsourced or replaced by Skynet, getting into a company with a toxic culture, or stagnation of their career, the risks are

en

00:38:14

Punk Scenes and Startups with Thomas Seelbinder

CX RIOT RADIO ·

2022/06/29

On this episode of Caffeinated CX, I sat down with Thomas Seelbinder Head of Success & Product at Model Match to talk about our shared (from different coasts though!) background of growing up in the punk scene and getting started in contact centers at a young age. Also, how similar the punk scene is to the startup scene. And how having the punk mentality of going all in, doing it yourself, and bootstrapping helps in business. Thomas can be found here:

en

00:13:37

The PP Spectrum

CX RIOT RADIO ·

2022/06/22

On today's episode we talk Practitioners and Pontificators, and where the most effective CX Professionals fall on that spectrum. Is too much influence and prestige given to one side or the other? What does the (apparently coming) recession mean to companies claims of being customer-centric? All this and more on this episode of Caffeinated CX!!! Here's the LinkTree: https://linktr.ee/caffcx --- Send in a voice message: https://podcasters.spotify.com/pod/show/caffeinatedcx/message Support this

en

00:12:42

Attrition Warfare

CX RIOT RADIO ·

2022/06/15

If your department or company has 50% employee turnover, it's probably your fault. Let's talk about it. Obligatory 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

280 results

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