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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

00:07:02

Last Call

CX RIOT RADIO ·

2022/06/10

Just a quick update on the future of the podcast. Expect great things. 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

00:17:53

Burn Out

CX RIOT RADIO ·

2022/06/08

"The brightest flame burns quickest" -Metallica Hey all there out in Call Center World! Today we're going to be talking about CSR Burnout. And more importantly, how to prevent it. So, without further ado, here's the episode. 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

00:11:06

The Three Types of Empathy

CX RIOT RADIO ·

2022/06/01

Empathy. Empathy statements. It seems it's baked into every CSR script, making them seem rehearsed and non-genuine. That's not good. In this episode we talk about the three types of empathy (cognitive, emotional, and compassionate) and how maybe we've been doing empathy wrong in the CX game. Also, happy birthday Drew Obligatory LinkTree: https://linktr.ee/caffcx --- Send in a voice message: https://podcasters.spotify.com/pod/show/caffeinatedcx/message Support this podcast:

en

00:08:52

Always Keep the Call Moving

CX RIOT RADIO ·

2022/05/27

Dead Air. I hate it. Almost more than anything. It's been a pet peeve of mine since the beginning of time. Before the universe was created, there was my hatred for dead air. Here's why it sucks, and here's what we can do about it. Yeah. 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

00:21:10

In Defense of the Dispatch Fee

CX RIOT RADIO ·

2022/05/25

This episode may be a little Trades-Centric. That's okay. Plumbing, HVAC, Electric, etc are cool. Today we talk about the highly debated dispatch fee. "What do you mean dispatch fee? You're gonna charge me to come out to my house?!" Yeah, I used to feel the same about the dispatch fee. But, thanks to data from ServiceTitan and hands on experience, I changed my tune. Maybe this episode will change your mind as well. A dispatch fee can make a positive impact on the customer and employee

en

00:10:53

Never Stop Training!!

CX RIOT RADIO ·

2022/05/20

Does your contact center training stop after your agents get out on the floor? That's weird, stop doing that. 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

00:14:13

Reducing Turnover in Your Contact Center

CX RIOT RADIO ·

2022/05/18

Why do call centers have such a terrible employee turnover rate? 30-45% (It's probably higher. Much higher). That's embarrassing. Here are some ways to reduce that employee churn. Turnover is expensive, it wastes resources and time, and is annoying, and it's sad to see good team members walk. So let's talk about it. And let's do better. https://linktr.ee/caffcx --- Send in a voice message: https://podcasters.spotify.com/pod/show/caffeinatedcx/message Support this podcast:

en

00:19:58

Training Customer Service Reps

CX RIOT RADIO ·

2022/05/13

In this episode of Caffeinated CX we talk training. This is an outline of our training curriculum we use for brand new Customer Service Reps. And it works. Things covered in this episode: Onboarding Company Culture and Values Stoicism Customer Experience Icebreakers. If you have any questions, please reach out to me on LinkedIn: https://www.linkedin.com/in/davidjpowers2/ The Caffeinated CX LinkTree: https://linktr.ee/caffcx --- Send in a voice message:

en

00:09:16

Gimme Gimme Gimme

CX RIOT RADIO ·

2022/05/11

Do we give customers what they want, or what they need? How do we control the expectations? James Dodkins' Diabetes Pizza video (as mentioned): https://www.youtube.com/watch?v=tNV8z3xNaes The CaffCX 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

00:22:14

Zoomers and Boomers with Ryan Warriner

CX RIOT RADIO ·

2022/05/06

Today on Caffeinated CX, we talk to Ryan Warriner (Author, Professional Trainer & Coach, Communication Consultant, Professor, Keynote Speaker) about Gen Z, training, political discussions in the workplace, and more. This was a great discussion, and very hyper caffeinated, technical issues (on my side) aside. 3 Keys: Accelerating Gen Z’s Development and Performance: https://thriveglobal.com/stories/3-keys-accelerating-gen-zs-development-and-performance/ Find Ryan here:

en

00:13:32

Putting Employees First

CX RIOT RADIO ·

2022/05/04

Happy May the Fourth! Star Wars Day! An international (intergalactic?) holiday. May the Fourth be With You! And also your employees. Let's put them first so they can put the customers first. 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

00:30:21

Community Outreach with Magda from Rooter Hero

CX RIOT RADIO ·

2022/04/27

Second episode recorded and released in the same day!? I must be incredibly hyper-caffeinated. I sat down with Magda from Rooter Hero, a plumbing company in California (that I also work for), and we talked about the Community Outreach division called Hero Helps. Community Outreach is great for branding, for footprint, for employee engagement, sure. It's also the right thing to do. https://linktr.ee/caffcx --- Send in a voice message:

en

00:14:34

Contact Center Cybernetics

CX RIOT RADIO ·

2022/04/27

AI, the contact center, and the customer. 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

00:10:11

CSR/DSR 2

CX RIOT RADIO ·

2022/04/22

This one is a bit Trades-Centric but that's okay. Replace CSR and DSR with anything you choose. Should Customer Service Reps and Dispatchers be in the same building, let alone the same room, or god forbid the same person? Listen and find out. 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

00:07:54

The Positive Aspect of Negative Reviews

CX RIOT RADIO ·

2022/04/20

While negative reviews should be minimized (by fixing the experience in the experience when things get wonky) they are unavoidable. Here is why they could possibly a good thing. 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

00:08:05

Guilty by Association

CX RIOT RADIO ·

2022/04/15

You're only as good as the third parties you use. 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

00:10:13

17 Year Low

CX RIOT RADIO ·

2022/04/13

According to a report released by ZenDesk, Customer Experience is at a 17 Year Low. Wow. Why? Let's talk about it. https://linktr.ee/caffcx https://cdn2.assets-servd.host/paltry-coyote/production/exports/03c2790399056e1b064267b588518446/zendesk-cx-trends-2022-report.pdf --- 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

00:09:11

Transparency

CX RIOT RADIO ·

2022/04/08

Transparency is one of the most important things you can offer your employees AND your customers. 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

00:14:38

Opening the OTTER Gate

CX RIOT RADIO ·

2022/04/06

How to open the OTTER Gate using the 5 Keys of CX 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

Annoying Apologetic Asks

CX RIOT RADIO ·

2022/04/01

Why are some questions harder to ask for a CSR than others? For example: email addresses. Today, we address that issue. 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

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