CX RIOT RADIO

David Powers
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CX RIOT RADIO

Let's face it, the customer experience in [current year] is just getting worse and worse. Customer Expectations keep rising, and companies keep failing. It's going to take more than a cup of coffee to wake people up. It's going to take a Riot.

  1. 1D AGO

    Using Comfy Nostalgia to Win Back Customers

    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

    33 min

  2. APR 2

    no gods no managers

    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 rock culture, this leadership approach rejects rigid hierarchy in favor of collaboration, trust, and frontline decision-making.Key takeaways include:Ditch micromanagement—trust your team to solve problems.Lead from the trenches—understand what your employees go through.Focus on EX to improve CX.Empower agents with training and autonomy to create standout service.If you want a high-performing call center with low turnover and killer customer experience, you need to serve your team first. No gods. No managers. Just leaders who give a damn.https://linktr.ee/caffcx

    18 min

  3. MAR 26

    Don't Weaponize Data

    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 and performance data to coach, not punish 🎯✅ Why empathy and emotional intelligence matter in leadership 💡✅ Best practices for data-driven coaching and feedback ✅ The LinkTree: https://linktr.ee/caffcx

    22 min

  4. MAR 19

    Leaning Out Your Call Center

    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 dangers of running too lean—and how to avoid them✅ A step-by-step blueprint to streamline your call centerIf you’re a call center manager, supervisor, or business owner, this is your playbook to booking more jobs, increasing revenue, and delivering a better customer experience—while keeping operations lean and efficient.🔔 Subscribe for more call center and customer experience strategies!Here's the LinkTree: https://linktr.ee/caffcx

    17 min
  5. Coaching

    MAR 12

    Coaching

    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.

    27 min

  6. MAR 5

    Your Supervisors Need to be Fast, Too

    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. They have deep company, service, and product knowledge—and they can answer agent questions immediately without irritation or hesitation. If you’re leading a call center team, ask yourself: Are you moving as fast as your agents? Do you have the knowledge and awareness to make real-time decisions? In this episode, we break down what it really takes to be an elite call center supervisor. 🔹 Topics Covered: ✔️ The must-have skills for call center supervisors ✔️ Why speed & urgency apply to leadership, too ✔️ How to stay on top of queues, agent needs, and customer demands ✔️ The difference between managing and leading in a high-pressure environment If you're serious about dominating in call center leadership, this episode is for you. 📢 Don’t forget to like, comment, and subscribe for more insights on call center performance, leadership, and customer experience! Here's the LinkTree: https://linktr.ee/caffcx#customerexperience #customerservice #callcenter #careergrowth

    26 min

  7. FEB 26

    We Need to Talk About Empathy Statements

    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 those things that sounded like a good idea, and stuck. Like the SLA of 80/20. Nobody knows why that became the standard, but it's probably because it sounded like the Pareto Principle, and people like to feel smart. That's okay. here's a link to the LinkTree: https://linktr.ee/caffcx

    21 min

  8. FEB 19

    Power Lists and Time Blocking

    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 against it... with Time Blocking! Yeah! Here's the link to the merch store: https://cx-riot-radio.printify.me/ Here's the LinkTree: https://linktr.ee/caffcx

    25 min
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Trailer

About

Let's face it, the customer experience in [current year] is just getting worse and worse. Customer Expectations keep rising, and companies keep failing. It's going to take more than a cup of coffee to wake people up. It's going to take a Riot.

Information

  • Creator
    David Powers
  • Years Active
    2021 - 2025
  • Episodes
    237
  • Rating
    Explicit
  • Copyright
    © David Powers
  • Show Website
    CX RIOT RADIO

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