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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

00:12:46

CaffCX Classic: Stoicism in the Call Center

CX RIOT RADIO ·

2025/09/03

On this special bonus episode of Caffeinated CX Classic 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

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00:15:06

The Three Faced AI God

CX RIOT RADIO ·

2025/08/27

AI is crashing into the call center with three faces: agent-assist tools that give reps a sixth sense, accent neutralization tech that risks erasing identity, and the all-bot fantasy that can torch trust. In this episode, we cut through the hype and get real about how AI can amplify humans without replacing them, or turning every agent into a soulless robot.Here's the LinkTree: https://linktr.ee/caffcx

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00:25:33

🔥Your Offshore Center Sucks. Here's How to Fix It.🔨

CX RIOT RADIO ·

2025/08/20

I go inside the world of Offshore Call Centers to show what really happens when we tell agents to “use your other voice.” Fake names. Accent filters. Surveillance wallboards. Abusive callers. Clean dashboards that hide human dents. Destroyed Customer Experience. Wasted Marketing. If your brand lives or dies on the phone, this is the truth you won’t see in a vendor deck. What you’ll learn:Why accent bias + strict scripts crush real customer experienceHow KPIs (AHT/CSAT/compliance) get weaponized

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00:16:07

Your QA is F*cked: How to Design QA to Win Customers,...

CX RIOT RADIO ·

2025/08/11

Your QA program is killing your call center, and nobody’s talking about it.In this episode, I expose the truth about “check-the-box” quality assurance, how it frustrates agents, wastes money, and drives customers away. We’ll break down the outdated KPIs you should ditch, the outcome-based metrics that actually move the needle, and the specific changes that make QA a coaching tool instead of a corporate chore.Whether you’re running an in-house or offshore call center, this is the blueprint for QA

en

00:17:01

Is The Keep Call Centers in America Act Just an Act?

CX RIOT RADIO ·

2025/08/06

In this episode, David Powers dives into the 2025 Keep Call Centers in America Act, a proposed bill that aims to stop the bleeding of U.S. call center jobs through offshoring and automation. He breaks down what the bill actually says, why unions love it, why free-market capitalists are skeptical, and what the next five years could look like if it passes.From patriotism to profit, from AI to accountability, and the validity of this whole thing.Here's the LinkTree: https://linktr.ee/caffcx

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00:13:30

Techlash

CX RIOT RADIO ·

2025/07/30

Tech was supposed to make customer service easier. Instead, it buried reps in dashboards, metrics, and burnout. In this episode, we rip into the philosophical roots of modern tech fatigue and how contact center tools went from helpful to harmful. This is a wake-up call for leaders chasing automation at the cost of humanity. Here's the LinkTree: https://linktr.ee/caffcx

en

00:17:34

Delegate This

CX RIOT RADIO ·

2025/07/23

In this episode of CX Riot Radio, we break down how to delegate like a real leader. Not just dump tasks, but build a team that scales with you. If you’re stuck doing everything yourself, burning out, or struggling to trust others to get it right, this one’s for you.We cover: The difference between delegation and abdicationWhy smart, capable people often suck at delegatingThe 4 Zones of Delegation (what to keep, what to pass off)How to use task-relevant maturity to coach your team rightHow real

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00:26:49

Your Standards are Showing

CX RIOT RADIO ·

2025/07/16

Dig into how cutting corners in customer service, marketing, hiring, and quality control quietly wrecks your reputation... and your profits. Learn how to protect your brand, build customer trust, and scale your home services business without compromising your values. Perfect for HVAC, plumbing, electrical, and blue-collar pros who want long-term growth over short-term gains.Here's the LinkTree: https://linktr.ee/caffcx

en

00:38:28

Let's Read the State of Customer Experience Report...

CX RIOT RADIO ·

2025/07/09

Let's go through the CX Leader side of the State of Customer Experience Report by Genysys. It'll be fun!Here's the LinkTree: https://linktr.ee/caffcx

en

00:40:57

Let's Read the State of Customer Experience Report...

CX RIOT RADIO ·

2025/07/02

Genesys' 2025 State of Customer Experience report came out, so let's give it a gander! In part 1, we'll look at the consumer side. For part 2, we'll look at the CX leader side.So, let's go. Here's the LinkTree: https://linktr.ee/caffcx

en

00:15:13

Want to Win With AI? Keep Your People

CX RIOT RADIO ·

2025/06/25

Are companies using AI the wrong way?Let's explore why replacing employees with AI can be ethically questionable, economically dangerous, and a red flag for poor leadership. Learn why the future of work should be about augmenting people, not replacing them, and how smart businesses can use AI to empower teams, not eliminate them. Here's the LinkTree: https://linktr.ee/caffcx

en

00:15:41

The Danger of Dirty Data

CX RIOT RADIO ·

2025/06/18

In this video, we tackle the silent profit killer in home services companies: bad data. From sloppy call notes to incomplete job details, “garbage in, garbage out” can wreck your scheduling, drain your profit, and leave your team fighting avoidable fires all day long.David Powers breaks down why clean, accurate data is the backbone of a thriving plumbing, HVAC, or electrical business — and how to build a culture where everyone, from call center reps to field techs, owns the quality of the

en

00:16:07

Leveling Up the Call Center With Performance Pay...

CX RIOT RADIO ·

2025/06/11

Discover how performance-based pay and gamification can revolutionize your contact center. In this video, we break down why flat salaries kill motivation, and how daily goals, leaderboards, and performance incentives can transform your agents into top-performing customer experience pros.We’ll cover:Why performance pay boosts motivation and retentionHow gamification increases engagement and productivityThe role of leaderboards and daily quests in contact center cultureHow to link pay to customer

en

00:21:19

Leading Through Chaos

CX RIOT RADIO ·

2025/06/04

In this episode, we dive headfirst into the brutal reality of leading and hiring in a fast-paced, ever-changing plumbing call center. If your company suffers from shiny-object syndrome and corporate whiplash, this one’s for you. Learn how to build a team that thrives in chaos, how to coach those who struggle with constant change, and the mindset every agent and leader needs to succeed.Here's the LinkTree: https://linktr.ee/caffcx

en

00:23:03

4 Pillars of the Blue Collar Call Center (Classic...

CX RIOT RADIO ·

2025/05/28

Another blast from the past, but still very relevant today :)Here's the LinkTree: https://linktr.ee/caffcx

en

00:18:56

from formfill to revenue generator

CX RIOT RADIO ·

2025/05/21

Are you just answering phones… or are you driving revenue, loyalty, and reputation every single call?In this episode, we break down the real difference between being a Human Formfill and becoming an Opportunity Maker. This is a wake-up call for frontline reps in plumbing, HVAC, and home services who are ready to LEVEL UP.Learn how to:✅ Build instant rapport✅ Create massive value in seconds✅ Turn tough calls into booked jobs✅ Represent the brand like a pro✅ Drive revenue with emotional intelligenceIf

en

00:12:52

Where Marketing Goes to Thrive... or Die

CX RIOT RADIO ·

2025/05/14

Let's break down why your call center is the hidden engine of your business—and why ignoring it is costing you serious money.You’re spending thousands on marketing to generate leads, but those leads are only as good as the team answering your phones. This episode dives into:✅ The real ROI of customer service✅ How the call center drives customer loyalty and repeat business✅ What happens when your frontline team is undertrained or undervalued✅ The shocking lifetime value you're losing with

en

00:08:21

Don't Automate Away What Makes Your Brand Unique

CX RIOT RADIO ·

2025/05/07

In this 10-minute power talk, we break down why automating or outsourcing your customer experience can destroy your brand if you’re not careful.Your call center isn’t a cost center, it’s the heartbeat of your business. Whether you're keeping it in-house or partnering with an outsourced team, this is your reminder: don’t hand off what makes your company human. Watch this if you care about protecting your reputation, delivering real service, and building a culture that customers and employees

en

00:33:42

Creating a Dispatch Score Card and Attendance Policy...

CX RIOT RADIO ·

2025/04/30

Let's pretend that you're taking on a team of Dispatchers as a supervisor or manager. You are tasked in creating a scorecard for individual dispatcher performance, and since attendance has been a bit of an issue, an attendance policy that is firm but fair. This episode of CX Riot Radio walks you through creating both. Here's the LinkTree: https://linktr.ee/caffcx

en

00:10:06

BURN THE SHIPS

CX RIOT RADIO ·

2025/04/23

Here's the LinkTree: https://linktr.ee/caffcx

en

279 results

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