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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

00:13:25

employees vote to unionize, non-profit replaces them...

CX RIOT RADIO ·

2024/07/03

"This is not going to go the way you think." -Luke SkywalkerA non-profit that helps people with eating disorders fires all of their staff and replaces them with a chatbot named Tessa. The results can be summarized with the following phrase: "lol. lmao, even." LinkTree: https://linktr.ee/caffcx NY Post Article: https://nypost.com/2023/05/31/eating-disorder-helpline-fires-ai-for-harmful-advice-after-sacking-humans/ --- Support this podcast:

en

00:13:37

you need to respond to reviews

CX RIOT RADIO ·

2024/06/26

On this episode of CX Riot Radio, we delve into the dynamic world of revie... just kidding. We talk about how important it is to reply back to your customer reviews in a timely manner, what you should say, and how you should say it (ie; don't have your responses be SEO gibberish). All that and more on this exciting episode of CX RIOT RADIO Article Referenced: https://www.cxtoday.com/voice-of-the-customer/2024-online-review-trends-75-trust-reviews/ Next In Queue Espisode Mentioned:

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00:13:25

spark: all you need to improve your cx

CX RIOT RADIO ·

2024/06/19

I love acronyms, don't you? Of course you do.We all do. Especially ones that work and make sense. SPARK is all you need to improve your Customer Experience. If someone says different, they're trying to sell you something. (No offense SaaS frens) 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

00:18:10

are we in a white collar recession?

CX RIOT RADIO ·

2024/06/12

On today's episode of CX RIOT RADIO we go to the swamps of Glassdoor and ask the question: "Are we in a white collar recession?"Well, are we? Are the job reports being sent out every month accurate? How are we, as CX Professionals and a community, helping our employees and customers get through this latest wave of economic uncertainty? https://linktr.ee/caffcx The Blue Collar Call Center: https://a.co/d/hsw66NS The Blue Collar Call Center: Rebuttal Field Manual:

en

00:10:39

AI as a Co-Pilot NOT an Autopilot

CX RIOT RADIO ·

2024/06/05

On this episode of CX Riot Radio we talk about how we should use AI in our businesses. Let's discuss it. 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

00:25:41

are we prepared for the next industrial revolution?

CX RIOT RADIO ·

2024/05/29

were the cyberpunk authors of the 80s and 90s right? Are we heading into a dystopian hellscape of no jobs and megacorps running off of hubris, fear, and cold calculating AI automation while the elites party and the poor starve in drug-addled squalor? What can we do to prepare for the next industrial revolution? Is there anything we CAN do?Businesses are gonna do what businesses have always done, and if they can do something faster and cheaper, why wouldn't they cut overhead expenses? It's

en

00:14:28

minimizing RTO culture ROT

CX RIOT RADIO ·

2024/05/22

On this episode, I talk about the challenges of returning to the office (RTO) and how we can minimize culture rot during this transition. With many employees frustrated and angry about being forced back into the office, it's crucial to handle this shift correctly to maintain a positive work environment. I'll cover actionable steps for executives to follow, including transparent communication, finding flexibility within rigid frameworks, fostering organic social connections, and recognizing

en

00:21:27

modernizing the trades

CX RIOT RADIO ·

2024/05/15

In this episode of CX RIOT RADIO we dive deep into what Trades companies need to do to modernize CX for the current age. There's a running joke that the trades are 10 years behind when it comes to adoption of tech, and yeah, I've seen that. There's some outliers, of course but that's usually because of one or two individuals who have championed the cause and brought the rest of the company into [current year]. I get it, it can be expensive. But it doesn't have to be

en

00:20:36

customer science theater 3000

CX RIOT RADIO ·

2024/05/08

In this episode of CX Riot Radio we go into Customer Science and after a brief introduction of what the frick it is, we talk about how you can implement in your small to medium business. This is a introductory episode on the subject, to whet your appetite. To make you hunger for more. To make you shiver with anticipa...tion. Anyway, here's the link to the article by Colin Shaw: https://beyondphilosophy.com/what-is-customer-science-is-this-the-next-wave-of-change-2/ And here's the LinkTree

en

00:24:11

customer feedback

CX RIOT RADIO ·

2024/05/01

in this episode of Caffeinated CX we talk about customer feedback, and more specifically, customer reviews. what they're good for, what they can be used for, what to do with 1 star reviews, and why you should get as many 5 stars as possible. Yeah! 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

00:16:36

the roi of customer service

CX RIOT RADIO ·

2024/04/24

hey! on this episode of Caffeinated CX we talk about the ROI of great customer service and customer retention/loyalty. It's a doozy! 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

00:27:47

the spaghetti incident

CX RIOT RADIO ·

2024/04/17

welcome to the first episode of season 2 of Caffeinated CX.Today, we're going to be talking about spaghetti, and why spaghetti should a reason to have some compassion and empathy for your customer base. It'll make sense, I promise. 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

Caffeinated CX Classic: The 5 Keys of CX

CX RIOT RADIO ·

2024/04/10

For today's episode we go back to Coffee With Dave, which was Caffeinated CX before Caffeinated CX was a thing. Enjoy! Don't worry, new episodes coming soon. 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

00:12:07

The Most Important Aspect

CX RIOT RADIO ·

2024/04/03

Customer service is often one of the toughest jobs out there. Just think about those chaotic Black Friday videos where people get trampled for a TV. Even though things might have calmed down, the treatment of customer service staff remains a big issue. They often get treated poorly by customers and even by their own leadership teams. This needs to change.Caffeinated CX is all about improving this situation. By focusing on employee experience, we can enhance the customer experience. As Richard

en

00:27:09

Contact Center Team Leads

CX RIOT RADIO ·

2024/03/27

On this episode of Caffeinated CX we talk Contact Center Team Leads and just how important they are to your call floor (hint: they are one of the pillars that keep it up and stable... if the Team Lead program is done right). From weekly to daily tasks, to coaching, to what metrics they should be held to this episode covers it all. Enjoy! Also we check out Suno.ai Battle Against the Cyber Dragon of Kahlereth (Power Metal Album made with Suno):

en

00:31:48

why are you still doing what your customers hate?

CX RIOT RADIO ·

2024/03/20

It's time to stop doing what your customers hate. Long hold times? Leave it in the past! Having to transfer customers between multiple agents or departments? Throw that in the trash where it belongs. Junk fees? Junk fees get tossed back into the same dumpster fire that they somehow crawled out of. It's about making it easy for your customers to do business with your business. About making it convenient for the customer and not just convenient for YOU. https://linktr.ee/caffcx --- Send

en

00:04:03

I Don't Know (From the Archives)

CX RIOT RADIO ·

2024/03/13

First published in March of 2021, we talk about the phrase "I don't know" and why to never ever ever ever ever say it to a customer.Song: "Black Coffee" by Black Flag Beard looks pretty good in this. 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

00:23:26

The Best KPIs to Track in a Blue Collar Call Center

CX RIOT RADIO ·

2024/03/06

Buy me a coffee if you'd be so kind: https://ko-fi.com/caffeinatedcxIn this episode of Caffeinated CX we talk KEY PERFORMANCE INDICATORS or as we lovingly call them... KPIs. Specifically, we talk about which ones make the most sense to track religiously in a Blue Collar Call Center. Coincidentally, that's the name of my book! And it's follow up/addendum/add-on/extension: The Blue Collar Call Center: Rebuttal Field Manual, but that's not important right now. What is important is

en

00:21:34

Government Regulation in CX

CX RIOT RADIO ·

2024/03/01

Buy me a coffee: https://ko-fi.com/caffeinatedcx Does CX need to be regulated by Big Brother or Daddy Government? I go through this article https://ryanadvisory.com/ballot-box/ by the Ryan Strategic Advisory and find out. The simple answer is: you first Big Daddy Government, you first. If it didn't take me a day and a half to reach someone at LITERALLY ANY GOVERNMENT SERVICE I would take this kind of overstep a little bit more seriously. Plus a mini-rant against outsourcing. Yup, making

en

00:15:16

4 Must-Haves in Your Call Center Training Curriculum

CX RIOT RADIO ·

2024/02/28

Hi! In this episode of Caffeinated CX we talk about the 4 Must-Haves in your call center training curriculum.Soft Skills Sales Skills CRM Skills Company and Service Knowledge. Don't have these? Get these. 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

280 results

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