All Episodes
CX RIOT RADIO — 299 episodes
Are Your Customer Service Agents Human, or Are They Formfills?
You Can't Cut Your Way to Prosperity
Government Regulation in CX (CXRR Classic)
Scripting Sins
Digital Customer Service
Your Phone Tree is a War Crime
Stop Building Franken-Teams
Structure, Not Scripts
Sunday With Suz: The Call Center is NOT a Cost Center
The Biomechanical Call Center
Sunday With Suz: Let Your Bots be Bots, Let Your Humans Be Human
Headset Hemorrhage
Wetware Hellscape
Algorithmic Delusion.
Instant Art
Renting Yourself To The Machine
Identity is Data
synthetic intimacy
Modern Life is Cyberpunk
why everything looks dead now
The State Took Your Choice... Cashiers Take the Blame
Group CX
On the Front Line
The CX Riot Radio Christmas Special
Remote or Office? Your Team Support Strategy Doesn't Change | CXRR Classic
Why AI-First CX Is Failing Customers
CSAT Is A Dumb Metric | Customer Loyalty is King
Urgency & Ownership
Some Wars Must Be Fought Alone
You Built This Culture, Now Fix the Results
Consistent Messaging
High Tech, Low Lives
GIVE EM THE PICKLE
Most Companies Don’t Deserve Their Customers
Customer Service Isn't For Everybody (Classic Episode)
Be The Leader You Needed
Failure is Sexy
The Rise of the Sorcerous Maleficum: A Business Fable Part 2
The Rise of the Sorcerous Maleficum: A Business Fable Part 1
CXRR Classic: CX in an Industry With a Bad Rep w/ Daniel Mattar
If Evolution is Outlawed, Only Outlaws Will Evolve
CaffCX Classic: Stoicism in the Call Center
The Three Faced AI God
🔥Your Offshore Center Sucks. Here's How to Fix It.🔨
Your QA is F*cked: How to Design QA to Win Customers, Not Check Boxes
Is The Keep Call Centers in America Act Just an Act?
Techlash
Delegate This
Your Standards are Showing
Let's Read the State of Customer Experience Report (Part 2)
Let's Read the State of Customer Experience Report (Part 1)
Want to Win With AI? Keep Your People
The Danger of Dirty Data
Leveling Up the Call Center With Performance Pay (Classic Episode)
Leading Through Chaos
4 Pillars of the Blue Collar Call Center (Classic Episode)
from formfill to revenue generator
Where Marketing Goes to Thrive... or Die
Don't Automate Away What Makes Your Brand Unique
Creating a Dispatch Score Card and Attendance Policy [WalkThrough]
BURN THE SHIPS
CaffCX Classic: Pay Your Dues! | Call Center Talk
Using Comfy Nostalgia to Win Back Customers
no gods no managers
Don't Weaponize Data
Leaning Out Your Call Center
Coaching
Your Supervisors Need to be Fast, Too
We Need to Talk About Empathy Statements
Power Lists and Time Blocking
not everyone is going to figure it out at work
excellence is a choice
Why Remote Work is Good (or can be)
Strive For Excellence, NOT Perfection
HAPPY NEW YEAR I LOVE YOU
Merry Christmas From CX Riot Radio
THE TERROR OF THE DISENGAGED
Call Center Leadership
automating societal decay
brown friday
better or bitter?
Saving QA From It's Own Hubris
LAA (Listen. Acknowledge. Act.)
chase the damn leads
Customer Service Week 2024
Tips For Outsourcing
Decentralized Locations
RISE OF THE HUMAN CHATBOT
Are Your Customer Service Agents Human, or Are They Formfills?
CxRR Classic: Don't Turn Your Agents Into Chatbots
Is Your Call Center Living in the Past?
Steel & Soul: A Journey of Customer-Centric Enlightenment
Spamming Execute
Contagious Curiosity
CxRR Classic: The Punk Rock Contact Center
Paying the Toggle Tax
Self Service Champions ;)
Overcoming Complaint Complacency
High Prices, Low Quality... Record Sales.
employees vote to unionize, non-profit replaces them with chatgpt
you need to respond to reviews
spark: all you need to improve your cx
are we in a white collar recession?
AI as a Co-Pilot NOT an Autopilot
are we prepared for the next industrial revolution?
minimizing RTO culture ROT
modernizing the trades
customer science theater 3000
customer feedback
the roi of customer service
the spaghetti incident
Caffeinated CX Classic: The 5 Keys of CX
The Most Important Aspect
Contact Center Team Leads
why are you still doing what your customers hate?
I Don't Know (From the Archives)
The Best KPIs to Track in a Blue Collar Call Center
Government Regulation in CX
4 Must-Haves in Your Call Center Training Curriculum
from players🎮 to paychecks💸
Use AI to Augment, Not Replace Employees
Top Grading Your Call Center
Every Call is a Sales Call
From the Archives: CSAT is Dumb
Coaching Call Center Agents So They Don't Hate Coaching
Be Omnipresent 🔥
Can CX Be Saved in 2024?
The Great KPI Quest
Raise the Middle, Cut the Bottom
Leadership Capital
As a Dog Returneth (From the Archives)
The 4 Pillars of the Blue Collar Call Center
Overcoming Brown Friday
From the Archives: ✨Magic Words🧙
How Companies Can Reduce Employee Burnout
The Customer Loyalty Secret
Personalization and Isolation
Getting 5 Star Reviews For Your Trades Business
Why Occupy Wall Street Failed... And Made Things Worse.
Praise to the Stakeholders!
The HeroCX Framework: Customer Service Week 2023
The Long-Term Consequences of Short-Term Savings
Customer Service Week 1: The HeroCX Framework
Customer Service Week 2023 (Bonus Episode)
CX in 2023
CX and Leadership with John Akhoian
The Customer Centric Plumbing Company
Hiring For EQ and CQ
The Communication Crucible
Unrelenting Training
One Stop Resolutions (From the Caffeinated Archives)
Customer Service Isn't For Everyone
The Compassionate Meritocracy
P.E.A.C.E. Company Culture and Values
Leveling Up the Contact Center with Performance Pay
Creating Cyborgs With Bad QA
Espresso Shot: Unleashing Empathy
Forging a Customer-Centric Company Culture
Espresso Shot: 5 Ways to Up Your CX Game
Espresso Shot: Simplifying the Peak-End Rule
Unmasking the Delight Fallacy
Espresso Shot: EX=CX²
Espresso Shot: The Hidden Power of Positive Reviews
The Unfiltered Truth about Poor Customer Experience
From Scripts to Subversion: Embracing Punk Rock Ethos for Customer Service and Branding Success
Embracing the Minimum Effective Tech Stack
Efficiency and Progress Are Ours Once A-More
Shattering the Silos: Holy Unity for Unstoppable Triumph
CaffCX Throwback- Humanized CX
Why You Should (Sometimes) Fire Customers
A Firestorm to Purify the Bane that Customer Service Drowns In
Personal Development in the Contact Center
The Caffeinated CX Mindset
The Power and Pitfalls of Personalization
Is QA Workplace Bullying?
Improving Your Bottom Line by Improving Company Culture
Taking Care of the Voice of Your Company with Zac Garside
Increasing Empathy, Decreasing Effort
Sales Training for Plumbers w/Tony Gee
OTTER 2.0
Reduce Your Turnover Rate by NOT Doing This
12 Needs for Ultimate CX
The Negative Connotations of Coaching
The 5 Cardinal Rules for Amazing CSRs
Robot Customers
Running a Contact Center Team
Critical Failures in CX
Stoicism in the Contact Center- BONUS EPISODE
The Punk Rock Contact Center
Floor Support in a Digital Age
Enter 2023
Quality Assurance Automation
RISE OF THE HUMAN CHATBOT
Decentralized Locations
Human Formfills
Addition by Subtraction
Wowing Customers
Company-Customer Friction
Call Center Horror Story: Cell Phone Policies
Every Call is a Sales Call
The 5 Qualities of Customer Service Superstars
Adventures in Bad CX
The Unintended Consequences of Lowering Talk Time
All the Call Floor is a Stage
The Customer is Always Right?
The Laws of Referability
Customer Satisfaction Vs Customer Loyalty
Is Resolving Customer Complaints Enough? With Kat and Vanessa
The Quiet Quittening
The Great Layoffation (Part 2)
The Great Layoffation (Part 1)
Team Leads and Coaching Set Up
Let's Get Some CSRs!
Horrible Self-Service with Jenny
Basically, It's The Basics
Risk and Reward
Punk Scenes and Startups with Thomas Seelbinder
The PP Spectrum
Attrition Warfare
Last Call
Burn Out
The Three Types of Empathy
Always Keep the Call Moving
In Defense of the Dispatch Fee
Never Stop Training!!
Reducing Turnover in Your Contact Center
Training Customer Service Reps
Gimme Gimme Gimme
Zoomers and Boomers with Ryan Warriner
Putting Employees First
Community Outreach with Magda from Rooter Hero
Contact Center Cybernetics
CSR/DSR 2
The Positive Aspect of Negative Reviews
Guilty by Association
17 Year Low
Transparency
Opening the OTTER Gate
Annoying Apologetic Asks
Consistent Messaging
Burgers of Wrath
The New Word of Mouth
The Customer Service Superstar
Always Be Improving
It's Fine
First Impressions Matter
Utilizing Nerdy Skills in CX Leadership
It Comes From the Top
Pay Your Dues
Coachings and 1-on-1's
The Absolute Glory That is Repeat Customers
Hiring the Right Customer Service Agents
Generational Loyalty
Weird Severance
The EX CX Cycle
It's Not Enough to Resolve Complaints
5 Steps For Better CX
CX Book Recommendations
Why Incentivizing AHT is Often Dumb
Call Center Culture and Leadership (or lack thereof) During a Crisis with Yergy from the Misery Machine!!
Improving CX in an Industry with a Bad Rep w/Daniel Mattar
PIP
Smash the Silos
Respecting Customer Channels
The Golden Rule
CSAT is a BS Metric
Let's Review Your 2021
CX RIOT RADIO (Trailer)
Artificial Intelligence as a Buzzword
The Great Resignation BS
This is About Me Giving Back
It All Matters
AQ Ain't Just an Instance Anymore
The Most Important Aspect
Hyper-Caffeinated Leadership 1
Stop Blaming Your Bad Customer Service on Covid
Call Center Horror Story: The Bottle
Convenience For Me, or Convenience For Thee?
NPS Scores (Net Promoter Score... Scores)
Safety, the Brand, and the CX with Fernando Lucio
Simplifying the Peak-End Rule
Customer Choice
Customer Expectations
Call Center = Cost Center?
ex=cx²
The 4 Most Important Skills a CSR Can Possess
Rant 001
Don't Turn Your Agents Into Chatbots
3 Questions on How to Get to Know Your Employees on Day 1
Customer Service Week?
Espresso Shot- DFU or Bad GUI?
Interview with John Akhoian, CEO of Rooter Hero Plumbing
Espresso Shot- Helping Each Other Out
Espresso Shot- Keep it Simple 2
Coffee With Dave- Culture Revolution
Espresso Shot- The Power of OTTER
Espresso Shot- Nerdy CX Stats
KIFS
Introduction to the Podcast