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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

00:12:00

better or bitter?

CX RIOT RADIO ·

2024/11/20

After life punches you in the face with a break up, a job loss, or even just a bad call with a jerk customer, will you use it to become better, or will you allow it to make you bitter and jaded? The choice is yours. But one choice is... better... MERCH: https://cx-riot-radio.printify.me/products --- Support this podcast: https://podcasters.spotify.com/pod/show/caffeinatedcx/support

en

00:20:07

Saving QA From It's Own Hubris

CX RIOT RADIO ·

2024/11/13

A lot of the time, QA is a boring binary mess that doesn't show the whole picture. AI QA Scoring that only goes off of transcripts is even worse. A call may check off all the boxes, but does that make it a good call? No. Buy my stuff. Merch: https://cx-riot-radio.printify.me/products LinkTree: https://linktr.ee/caffcx --- Support this podcast: https://podcasters.spotify.com/pod/show/caffeinatedcx/support

en

00:14:29

Track. Test. Act. (Classic)

CX RIOT RADIO ·

2024/11/06

What one person can do, any person can do. You just need to plan, practice, and take action. So, track, test, act. And rinse and repeat. 💥 Intro Song: "Sacred Worlds" by Blind Guardian (used without permission) Hat: Relentless Betrayal: Burn the Ships Hoodie: Amazon Basics Watch: Galaxy 3 (I... think...) Coffee Cup: Free Starbucks Red Plastic Cup Coffee Cup Sleeve: Old Starbucks sleeve from a coffee I bought like a week or two ago. Coffee: 1 medium break room coffee, 1 small break room

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00:21:28

LAA (Listen. Acknowledge. Act.)

CX RIOT RADIO ·

2024/10/30

Balancing Empathy and Efficiency is the name of the game.LinkTree: https://linktr.ee/caffcx Merch Store: https://cx-riot-radio.printify.me/products/1 --- Support this podcast: https://podcasters.spotify.com/pod/show/caffeinatedcx/support

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00:24:34

chase the damn leads

CX RIOT RADIO ·

2024/10/23

Welcome to a Very Special After School Episode of CX Riot Radio, where we discuss why and how leads have changed in the last year.Gone are the plethora, the over-abundance, the torrent is drying up, and my friends, we have to go hunting again. But that's okay. It's simple. Yeah, it's hard to do, but that doesn't mean it's not simple. You just have to accept the paradigm shift. Merch Store: https://cx-riot-radio.printify.me/products/1 LinkTree: https://linktr.ee/caffcx --- Support this podcast:

en

01:15:02

Customer Service Week 2024

CX RIOT RADIO ·

2024/10/16

All 5 Videos from this years CSW... now in AUDIO FORM. Yessah.LinkTree: https://linktr.ee/caffcx OTTER: https://a.co/d/21ngqwO My Ko-fi Page (Sadly Neglected): https://ko-fi.com/caffeinatedcx This might be the longest episode yet, technically. But it's NOT because this is just 5 videos strung together because I ran out of time (overslept) and couldn't record new content. I'm sorry. I still love you. --- Support this podcast: https://podcasters.spotify.com/pod/show/caffeinatedcx/support

en

00:22:16

Tips For Outsourcing

CX RIOT RADIO ·

2024/10/09

Save costs without sacrificing your CX, your revenue, or your reputation with these tips. Please Note: ONLY if you have to. --- Support this podcast: https://podcasters.spotify.com/pod/show/caffeinatedcx/support

en

00:15:06

Decentralized Locations

CX RIOT RADIO ·

2024/10/02

Flexibility makes business sense.Not putting all of your eggs in one basket is an incredibly realistic and necessary tactic. Yeah, cool, you want all of your people in one office. Squeezed together like sardines, all breathing the same air, all getting the same virus, all smelling whatever fish that Greg just nuked in the microwave. Screw you, Greg. But... what happens when the power goes out? What happens when the internet goes out? And it's out for HOURS? What do you do then? Well... if you

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00:09:25

RISE OF THE HUMAN CHATBOT

CX RIOT RADIO ·

2024/09/25

Part 3 of the Botification of the Human Customer Service Agent Series. Yeah.Buy my books and stuff. --- Support this podcast: https://podcasters.spotify.com/pod/show/caffeinatedcx/support

en

00:18:00

Are Your Customer Service Agents Human, or Are They...

CX RIOT RADIO ·

2024/09/18

In nearly every study and survey, consumers are saying they still want to talk to human beings for customer support. This gets even more true with older customers.So why are so many companies ignoring their customers' wishes and implementing AI voicebots and self-serve options OVER human customer service? Why are so many companies turning their human support agents into living formfills and verbatim scripted machines? We all know the true answer, but is that answer good enough? Let's talk

en

00:09:32

CxRR Classic: Don't Turn Your Agents Into Chatbots

CX RIOT RADIO ·

2024/09/11

Are you turning your human agents into chatbots? Why? Part One of The Botification of Human Agents, from way back in 2021. --- Support this podcast: https://podcasters.spotify.com/pod/show/caffeinatedcx/support

en

00:24:03

Is Your Call Center Living in the Past?

CX RIOT RADIO ·

2024/09/04

Are you a victim of outdated tech and outdated policies?Do your employees have to toggle multiple screens to assist ONE customer? Are you afraid of Automation? Well, you've come to the right episode. Let's bring you into the present... or maybe... maybe a little into the future. OTTER BOOK: https://a.co/d/4uWDkEf LINKTREE: https://linktr.ee/caffcx --- Support this podcast: https://podcasters.spotify.com/pod/show/caffeinatedcx/support

en

00:43:50

Steel & Soul: A Journey of Customer-Centric...

CX RIOT RADIO ·

2024/08/28

Here is the whole book. Read by me.You can buy the book here: https://www.amazon.com/Steel-Soul-Journey-Customer-Centric-Enlightenment/dp/B0CGTT8FT3/ref=monarch_sidesheet_image Enjoy! https://linktr.ee/caffcx --- Support this podcast: https://podcasters.spotify.com/pod/show/caffeinatedcx/support

en

00:14:55

Spamming Execute

CX RIOT RADIO ·

2024/08/21

Well met seekers of wisdom and warriors of the business realm! On this episode of CX Riot Radio we dive deep into the art of execution and time management, drawing powerful parallels between the epic quests of MMORPGs like World of Warcraft and the challenges of leading in the modern business world. Just as a fury warrior spams execute in the heat of battle, we'll explore how you can unleash focused, decisive action to conquer your business goals. We'll journey through the importance of

en

00:15:10

Contagious Curiosity

CX RIOT RADIO ·

2024/08/14

On this episode of CXRR (CX Riot Radio) we talk about how to make your trainings, your coachings, and your knowledge base more fun, more engaging, and more interactive.Because why wouldn't you want that? Buy my books. https://linktr.ee/caffcx --- Support this podcast: https://podcasters.spotify.com/pod/show/caffeinatedcx/support

en

00:12:20

CxRR Classic: The Punk Rock Contact Center

CX RIOT RADIO ·

2024/08/07

Nostalgia is back, boys--- Support this podcast: https://podcasters.spotify.com/pod/show/caffeinatedcx/support

en

00:20:27

Paying the Toggle Tax

CX RIOT RADIO ·

2024/07/31

Did you know that right off the bat, without even adding anything else to the day, your contact center agents are facing a nearly 10% DROP in productivity? It's true!Tab dancing, switching systems, and loading programs takes up to 10% of productivity AWAY, and that's before adding in handicaps like slow computers, shoddy internet, and fragmented knowledge bases. Here's what you can do to mitigate some of the toggle tax that we MUST all pay. "Nice try fed, I'm still not paying

en

00:17:06

Self Service Champions ;)

CX RIOT RADIO ·

2024/07/24

We go through CMP Research's 2024-2025 Customer Contact and CX Functions Benchmark Report thing that conveniently landed in my inbox this morning, granting me content, and contentment. Thanks CMP! (CMP stands for Customer Management Practice... NOT Central Maine Power IFYKYK) Self Service and cost cutting are all the rage these days, giving credence to Andrew Yang's 2020 Presidential run. According to Goldman Sachs (a VERY trustworthy source) over 300 jobs will be replaced by AI and

en

00:14:25

Overcoming Complaint Complacency

CX RIOT RADIO ·

2024/07/17

You know when you put your email and slack notifications on your watch, and after awhile they lose their urgency because they're CONSTANT? Well, the same thing can happen when you're handling customer complaints, especially if nothing is being done on the backend to prevent the most frequent kinds of complaints from happening in the first place. That's what this episode is about, if you didn't catch that. https://linktr.ee/caffcx --- Support this podcast:

en

00:20:18

High Prices, Low Quality... Record Sales.

CX RIOT RADIO ·

2024/07/10

Prices are at record highs, quality is at record lows*, portions are at record smalls(?), and sales are at record levels. What the f#$%? Everybody complains about fast food, the prices, the customer service, the food itself, and yet 80% of Americans eat fast food at least once a week. What's up with that? https://linktr.ee/caffcx --- Support this podcast: https://podcasters.spotify.com/pod/show/caffeinatedcx/support

en

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