David Powers
CX RIOT RADIO
CX Riot Radio is a Blue Collar Customer Experience Podcast that analyzes life and customer service in this algorithmic dystopia we're living in. With a focus on the Trades and Contact Centers with healthy(??) twists of cyberpunk and rants. Rarely any guests, but if you wanna come on and yap, reach out to me on LinkedIn.
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Episodes
Stop Blaming Your Bad Customer Service on Covid 17.11.2021 8:46
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
Call Center Horror Story: The Bottle 15.11.2021 7:33
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
Convenience For Me, or Convenience For Thee? 12.11.2021 6:15
https://linktr.ee/caffcx
NPS Scores (Net Promoter Score... Scores) 11.11.2021 7:37
The Caffeinated Linktree: https://linktr.ee/caffcx
Safety, the Brand, and the CX with Fernando Lucio 10.11.2021 15:05
I sat down with Fernando Lucio, Safety Director and Fleet Commander of Rooter Hero Plumbing back during Customer Service Week. (Full disclosure: I work for Rooter Hero Plumbing) We talk about the importance of safety, especially with driving company vans (aka: giant moving billboards) and how that affects the brand and the customer experience. Enjoy! https://linktr.ee/caffcx
Simplifying the Peak-End Rule 08.11.2021 6:42
Pretend I have a White Board https://linktr.ee/caffcx
Customer Choice 05.11.2021 8:20
On today's episode of Caffeinated CX we talk about Customer Choice and why sometimes limiting the choices of how to reach you is a good idea. https://linktr.ee/caffcx
Customer Expectations 22.10.2021 4:54
In this episode of Caffeinated CX we talk about evolving customer expectations and what that means for the way you do your CX and customer service. The Caffeinated CX LinkTree: https://linktr.ee/caffcx
Call Center = Cost Center? 18.10.2021 11:47
We go over this article: https://www.forrester.com/blogs/cancel-the-cost-center-culture-in-customer-service/ No... it's not confirmation bias. Why would you say that? Here's the Caffeinated CX Linktree: https://linktr.ee/caffcx
ex=cx² 14.10.2021 9:49
The one simple equation that will elevate your company to new heights The Caffeinated CX Linktree: https://linktr.ee/caffcx
The 4 Most Important Skills a CSR Can Possess 10.10.2021 6:57
What are the four major skills you should be developing as a CSR? Hiring managers, what are the four skills you want to look out for when hiring CSRs? Listen to the episode to find out.. Blog: https://caffcx.blogspot.com/ Twitter: https://twitter.com/caffeinatedcx LinkedIn: https://www.linkedin.com/in/davidjpowers2/
Rant 001 08.10.2021 18:06
Just a rant. caffcx.blogspot.com
Don't Turn Your Agents Into Chatbots 08.10.2021 8:52
You know who likes Chatbots? Chatbot designers. Periodt, as the kids say. caffcx.blogspot.com
3 Questions on How to Get to Know Your Employees on Day 1 08.10.2021 7:50
See the title. caffcx.blogspot.com
Customer Service Week? 08.10.2021 6:28
Why do we only spend only one week a year appreciating the hard working people in Customer Service? Why do we call Contact Centers cost centers? Why don't we celebrate CX all year long? Let's do that. caffcx.blogspot.com (I'm cheap)
Espresso Shot- DFU or Bad GUI? 08.10.2021 4:17
Happy Day 5 of Customer Service Week!!! caffcx.blogspot.com
Interview with John Akhoian, CEO of Rooter Hero Plumbing 07.10.2021 11:14
For Customer Service Week, I sat down with John Akhoian, the CEO of Rooter Hero Plumbing and picked his brain about CX, EX, and customer-centricity. (Full Disclosure: I work for Rooter Hero Plumbing) caffcx@blogspot.com rooterhero.com
Espresso Shot- Helping Each Other Out 07.10.2021 4:24
On the 4th Day of Customer Service Week, my true love gave to me..... help!
Espresso Shot- Keep it Simple 2 06.10.2021 4:05
Day 3 of Customer Service Week caffcx.blogspot.com
Coffee With Dave- Culture Revolution 06.10.2021 19:57
For a sustained and transformative CX/EX transformation, there needs to be a culture revolution. caffcx.blogspot.com
Espresso Shot- The Power of OTTER 05.10.2021 3:48
Happy Customer Service Week! Here's Episode 2: The Power of OTTER caffcx.blogspot.com
Espresso Shot- Nerdy CX Stats 05.10.2021 3:21
Welcome to Customer Service Week! Here's episode 1, Nerdy CX Stats! caffcx.blogspot.com
KIFS 18.09.2021 7:44
Today we talk about the importance of keeping CX simple. Blog: https://caffcx.blogspot.com/
Introduction to the Podcast 13.09.2021 9:58
Hey! Welcome to the first episode of Caffeinated CX! Your go to for highly caffeinated CX tips, tactics, and strategies. Built for Contact Center Agents, Team Leads, Supervisors, and Managers/Directors. Let's start a CX Rebellion. Follow me on LinkedIn: https://www.linkedin.com/in/davidjpowers2/ Follow the Blog: https://caffcx.blogspot.com/
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