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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

00:06:03

Why Incentivizing AHT is Often Dumb

CX RIOT RADIO ·

2022/01/21

Do you incentivize your call center agents' AHT (Average Handle Time)? Why? Stop. Anyway... share, rate, review! The Caffeinated CX 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

00:43:47

Call Center Culture and Leadership (or lack thereof)...

CX RIOT RADIO ·

2022/01/19

The ACS Murders: https://www.youtube.com/playlist?list=PL5RlC2z-L-I10l2H38K3y-vKNl5-ejLJ_ The Misery Machine on Apple: https://podcasts.apple.com/us/podcast/the-misery-machine/id1486604765 ------------------------------------------------------------------ This is a very special episode for me, and I hope for you as well. Jess Yergin (Yergy) is an old, dear friend and here we talk about a couple of tragic events that struck the call center she worked at as a Team Lead/Supervisor/Manager. Also, we

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00:18:42

Improving CX in an Industry with a Bad Rep w/Daniel...

CX RIOT RADIO ·

2022/01/17

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

00:08:35

PIP

CX RIOT RADIO ·

2022/01/14

https://linktr.ee/caffcx PIP- Praise in Public. Shout out the awesome. --- 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

00:06:33

Smash the Silos

CX RIOT RADIO ·

2022/01/12

No one department sees the entire customer journey. Why? Why are there still silos? Let's blow them up... in Minecraft 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

00:06:18

Respecting Customer Channels

CX RIOT RADIO ·

2022/01/10

A Customer reaches out to you on a specific channel for a reason. Respect 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

00:06:38

The Golden Rule

CX RIOT RADIO ·

2022/01/07

Practicing the CX Golden Rule 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

00:06:11

CSAT is a BS Metric

CX RIOT RADIO ·

2021/12/30

Don't track customer satisfaction. Satisfaction isn't enough. Track customer loyalty. 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

00:07:17

Let's Review Your 2021

CX RIOT RADIO ·

2021/12/27

Rate, Review, and Share! --- 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

00:00:36

Caffeinated CX (Trailer)

CX RIOT RADIO ·

2021/12/27

--- 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

00:05:21

Artificial Intelligence as a Buzzword

CX RIOT RADIO ·

2021/12/27

The Google AI Video and it's consequences has been a disaster for the customer service industry. https://linktr.ee/caffcx Original Post: https://www.linkedin.com/pulse/caffeinated-cx-newsletter-david-powers/ --- 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

00:15:15

The Great Resignation BS

CX RIOT RADIO ·

2021/12/20

https://linktr.ee/caffcx Like, comment, share, blah blah blah blah. --- 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

00:07:10

This is About Me Giving Back

CX RIOT RADIO ·

2021/12/16

Recorded from my hotel room during Customer Contact Week in Vegas, here is a short episode about how I'm doing this to give back to the industry I've been in for the last 23 years. From people just cutting their teeth in customer service or call centers, all the way up to the top. This whole thing is for you. I'm not here to sell anything to you, all the content on here is free for the taking. https://linktr.ee/caffcx --- Send in a voice message:

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00:08:13

It All Matters

CX RIOT RADIO ·

2021/12/10

https://linktr.ee/caffcx Drink a pot of coffee and race to the office to use the restroom. Talk CX. Today we drill in that IT ALL MATTERS. From initial brand recognition until the customer dies. --- 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

00:08:07

AQ Ain't Just an Instance Anymore

CX RIOT RADIO ·

2021/12/03

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

00:11:11

The Most Important Aspect

CX RIOT RADIO ·

2021/11/26

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

00:16:41

Hyper-Caffeinated Leadership 1

CX RIOT RADIO ·

2021/11/22

Books: Extreme Ownership One Minute Manager Leadership Strategy & Tactics The Effective Executive Tribes Google them for the answer ya schlub. Check out the Caffeinated 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

00:08:46

Stop Blaming Your Bad Customer Service on Covid

CX RIOT RADIO ·

2021/11/17

We're almost 2 years in, why are you still blaming long hold times on the pandemic? Why are you STILL using the pandemic as an excuse? STOP. 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

00:07:33

Call Center Horror Story: The Bottle

CX RIOT RADIO ·

2021/11/15

Spooky 👻 story about a call center in a far away place in a far away time. Involves a bottle, a badly structured attendance point system, and an outsourced draconian HR team. 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

00:06:15

Convenience For Me, or Convenience For Thee?

CX RIOT RADIO ·

2021/11/12

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

281 results

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