CX RIOT RADIO

Genesys' 2025 State of Customer Experience report came out, so let's give it a gander! In part 1, we'll look at the consumer side. For part 2, we'll look at the CX leader side. So, let's go. Here's the LinkTree: https://linktr.ee/caffcx

Are companies using AI the wrong way? Let's explore why replacing employees with AI can be ethically questionable, economically dangerous, and a red flag for poor leadership. Learn why the future of work should be about augmenting people, not replacing them, and how smart businesses can use AI to empower teams, not eliminate them. Here's the LinkTree: https://linktr.ee/caffcx

In this video, we tackle the silent profit killer in home services companies: bad data. From sloppy call notes to incomplete job details, “garbage in, garbage out” can wreck your scheduling, drain your profit, and leave your team fighting avoidable fires all day long. David Powers breaks down why clean, accurate data is the backbone of a thriving plumbing, HVAC, or electrical business — and how to...

Discover how performance-based pay and gamification can revolutionize your contact center. In this video, we break down why flat salaries kill motivation, and how daily goals, leaderboards, and performance incentives can transform your agents into top-performing customer experience pros. We’ll cover: Why performance pay boosts motivation and retention How gamification increases engagement and prod...

In this episode, we dive headfirst into the brutal reality of leading and hiring in a fast-paced, ever-changing plumbing call center. If your company suffers from shiny-object syndrome and corporate whiplash, this one’s for you. Learn how to build a team that thrives in chaos, how to coach those who struggle with constant change, and the mindset every agent and leader needs to succeed. Here's...

Another blast from the past, but still very relevant today :) Here's the LinkTree: https://linktr.ee/caffcx

Are you just answering phones… or are you driving revenue, loyalty, and reputation every single call? In this episode, we break down the real difference between being a Human Formfill and becoming an Opportunity Maker. This is a wake-up call for frontline reps in plumbing, HVAC, and home services who are ready to LEVEL UP. Learn how to: ✅ Build instant rapport ✅ Create massive value in seconds...

Let's break down why your call center is the hidden engine of your business—and why ignoring it is costing you serious money. You’re spending thousands on marketing to generate leads, but those leads are only as good as the team answering your phones. This episode dives into: ✅ The real ROI of customer service✅ How the call center drives customer loyalty and repeat business ✅ What happens w...

In this 10-minute power talk, we break down why automating or outsourcing your customer experience can destroy your brand if you’re not careful. Your call center isn’t a cost center, it’s the heartbeat of your business. Whether you're keeping it in-house or partnering with an outsourced team, this is your reminder: don’t hand off what makes your company human. Watch this if you care about prot...

Let's pretend that you're taking on a team of Dispatchers as a supervisor or manager. You are tasked in creating a scorecard for individual dispatcher performance, and since attendance has been a bit of an issue, an attendance policy that is firm but fair. This episode of CX Riot Radio walks you through creating both. Here's the LinkTree: https://linktr.ee/caffcx

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

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. Anywa...

Let's talk about customer experience in the World... of Warcraft. Classic, to be specific. Video reacted to: https://youtu.be/ENfygNM1Ev4?si=r35gbf7E95juWaZm Here's the LinkTree: https://linktr.ee/caffcx

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...

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...

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 d...

LinkTree: https://linktr.ee/caffcx Let'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.

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....

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 tho...

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 aga...

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 coac...

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?

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.

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