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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

00:10:06

BURN THE SHIPS

CX RIOT RADIO ·

2025/04/23

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

en

00:08:37

CaffCX Classic: Pay Your Dues! | Call Center Talk

CX RIOT RADIO ·

2025/04/16

A Blast from the Past:Everyone, regardless of career path should spend one year (at least) in a customer-facing position.Starting at a new company? Spend a few days or weeks in their customer service department to take the pulse of the company.In most companies, the further you go up the chain of command, the further away from the customer you get. This can lead to bad business decisions.Anyway, enjoy!Here's the LinkTree: https://linktr.ee/caffcx

en

00:33:21

Using Comfy Nostalgia to Win Back Customers

CX RIOT RADIO ·

2025/04/09

Let's talk about customer experience in the World... of Warcraft.Classic, to be specific.Video reacted to: https://youtu.be/ENfygNM1Ev4?si=r35gbf7E95juWaZmHere's the LinkTree: https://linktr.ee/caffcx

en

00:18:08

no gods no managers

CX RIOT RADIO ·

2025/04/02

Traditional call center management is broken—micromanagement, meaningless KPIs, and top-down leadership kill employee morale and customer experience. This episode flips the script, advocating for servant leadership where managers serve their frontline teams, not control them.Let's explore how empowering employees leads to better customer satisfaction, retention, and loyalty. Inspired by punk rock culture, this leadership approach rejects rigid hierarchy in favor of collaboration, trust, and

en

00:22:22

Don't Weaponize Data

CX RIOT RADIO ·

2025/03/26

In today’s workplace, being data-driven is essential—but too many leaders weaponize data instead of using it to empower their teams. In this video, we’ll break down how to balance analytics with emotional intelligence, making data work for your people, not against them.🔥 What You’ll Learn:✅ The power of data-driven decision-making 📈✅ The dangers of weaponizing metrics 🚨✅ How to use KPIs and performance data to coach, not punish 🎯✅ Why empathy and emotional intelligence matter in leadership 💡✅

en

00:17:20

Leaning Out Your Call Center

CX RIOT RADIO ·

2025/03/19

Are you overcomplicating your call center operations? In this video, I break down how to run a small, lean, and highly effective call center for a plumbing, HVAC, or trades business—without the bloated tech stack or unnecessary complexity.✅ Why a massive tech stack slows you down✅ The smallest viable tech stack you actually need✅ How to balance efficiency with great customer service✅ The dangers of running too lean—and how to avoid them✅ A step-by-step blueprint to streamline your call centerIf

en

00:26:58

Coaching

CX RIOT RADIO ·

2025/03/12

LinkTree: https://linktr.ee/caffcxLet's talk about coaching.A lot of people have a negative association with the word, as a lot of the time, coaching is reserved for when an employee screws up. In fact, a lot of the time, employees only talk to a supervisor when they messed up, and that's pretty messed up if you ask me. Oh well, let's talk about it.

en

00:25:41

Your Supervisors Need to be Fast, Too

CX RIOT RADIO ·

2025/03/05

Everyone talks about how call center agents need to be fast, efficient, and have a sense of urgency—but what about team leads and supervisors? The truth is, they need all that and more.A great call center supervisor isn’t just keeping an eye on KPIs; they know exactly what's happening on the call floor at all times. They’re aware of call queues, agent performance, and customer needs in real time. They have deep company, service, and product knowledge—and they can answer agent questions immediately

en

00:21:01

We Need to Talk About Empathy Statements

CX RIOT RADIO ·

2025/02/26

istg empathy statements were created by a sociopath or a lazy QA manager. They're awkward, they're clunky, they're unnatural, and real people don't talk like that.So, what's the best way of showing you care and understand the customer? Fixing their issue, whatever it might be. Fix it, fix it quick, and fix it right. Boom. Headshot yo. But empathy statements? This is one of those things that sounded like a good idea, and stuck.Like the SLA of 80/20. Nobody knows why that became

en

00:25:23

Power Lists and Time Blocking

CX RIOT RADIO ·

2025/02/19

On this very after school special episode of CX Riot Radio, we dive deep into the....We talk about the Power List and Time Blocking. Mostly we talk about Google Calendar. Because without systems, life is chaos, and chaos leads to rotmaxxing. At least for me. I don't really like rotmaxxing (lie), and I doubt you do either. Rotmaxxing does not make for a good life (truth), and we must fight against it... with Time Blocking! Yeah!Here's the link to the merch store:

en

00:22:56

not everyone is going to figure it out at work

CX RIOT RADIO ·

2025/02/12

Hi guys!Today's episode is about the people who 'figure it out' at work with little direction, and the people who need detailed SOPs, manuals, walkthroughs, and flowcharts. One is not inherently better than the other, they're just different working styles, and both need distinct management techniques. Also, you can't get mad at people who underperform that you haven't coached, trained, or set clear expectations for, that's stupid and you should feel stupid for that.Bye, I

en

00:13:19

excellence is a choice

CX RIOT RADIO ·

2025/02/05

Most people settle for "good enough."Why?Let's break down why excellence needs to be a daily activity. If you want to lead, inspire, and dominate in your industry, it's time to stop making excuses and start executing. LIKE, SUBSCRIBE, and drop a comment: What does excellence mean to YOU?

en

00:37:30

Why Remote Work is Good (or can be)

CX RIOT RADIO ·

2025/01/29

Hi! This episode is kind of rambling, no script or notes, just pure tiktok diagnosed adhd core to be honest, but I talk about running remote teams and how it can be easier than running a raiding guild in world of warcraft. So, come hang out in my garage, have a coke and a smile, and let's talk about it.

en

00:19:39

Strive For Excellence, NOT Perfection

CX RIOT RADIO ·

2025/01/08

Focus. Mindset. Clarity. Action. These are the things that will catapult you to excellence. Create systems and checklists WITHOUT being too rigid, and execute with the end result in mind.Welcome to Season 3 of CX Riot Radio. Merch: https://cx-riot-radio.printify.me/products Books: https://caffcx.blogspot.com/p/cx-riot-radio-books.html

en

00:04:06

HAPPY NEW YEAR I LOVE YOU

CX RIOT RADIO ·

2025/01/01

en

00:02:25

Merry Christmas From CX Riot Radio

CX RIOT RADIO ·

2024/12/25

Happy Holidays!!--- Support this podcast: https://podcasters.spotify.com/pod/show/caffeinatedcx/support

en

00:18:04

THE TERROR OF THE DISENGAGED

CX RIOT RADIO ·

2024/12/18

Let's talk about disengaged employees, and employee experience as a whole, shall we? Get my books here: https://caffcx.blogspot.com/p/cx-riot-radio-books.html?sc=1734299613164#c2961070775492899015 Buy my merch here: https://cx-riot-radio.printify.me/products Here's my linktree: https://linktr.ee/caffcx --- Support this podcast: https://podcasters.spotify.com/pod/show/caffeinatedcx/support

en

00:20:02

Call Center Leadership

CX RIOT RADIO ·

2024/12/11

Sorry about my voice, I have a slight cold.But let's talk about leadership anyway, specifically call center leadership. The good, the bad, and the ugly. Enjoy! --- Support this podcast: https://podcasters.spotify.com/pod/show/caffeinatedcx/support

en

00:21:16

automating societal decay

CX RIOT RADIO ·

2024/12/04

Are we heading towards an abyss of shadow, decay, and void of our own creation? Are we striving to make life worse for people? Maybe. --- Support this podcast: https://podcasters.spotify.com/pod/show/caffeinatedcx/support

en

00:20:24

brown friday

CX RIOT RADIO ·

2024/11/27

The day after Thanksgiving is the busiest day for plumbing companies, and this year they NEED it. https://cx-riot-radio.printify.me/products --- Support this podcast: https://podcasters.spotify.com/pod/show/caffeinatedcx/support

en

280 results

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