CX RIOT RADIO

David Powers
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CX Riot Radio is the customer experience podcast for people who have actually answered the phone, calmed down the customer, and cleaned up the mess. Hosted by Dave Powers, the show examines customer service, contact centers, the skilled trades, AI, workplace surveillance, and life inside the algorithmic dystopia... with a blue-collar perspective, a cyberpunk streak, and the occasional well-earned rant. Most episodes are solo. Guests are rare, but if you have something worth saying and want to come yap, find Dave on LinkedIn. Broadcasting from outside the script.

  1. 20 de mai.

    Are Your Customer Service Agents Human, or Are They Formfills?

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

  2. 13 de mai.

    You Can't Cut Your Way to Prosperity

    In this episode of CX Riot Radio, Dave and Suz show you what to cut before you cut staff; duplicate work, bad meetings, tool sprawl, rework, useless reports, and broken processes. Learn how to use AI voice agents, auto-responders, and automated dispatch the right way, without destroying morale, booking rates, or customer trust. Stop hiding costs in a smaller team. Cut waste first. Lead smarter. If you run a plumbing, HVAC, or electrical company and you’re under pressure to reduce labor costs, this one is for you. Here's the LinkTree: https://linktr.ee/caffcx

  3. 6 de mai.

    Government Regulation in CX (CXRR Classic)

    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. Linktree: https://linktr.ee/caffcx

  4. 29 de abr.

    Scripting Sins

    You know what people hate more than reading verbatim scripts? Listening to people reading verbatim scripts. Stop it. Here's how. Here's the LinkTree: https://linktr.ee/caffcx

  5. 22 de abr.

    Digital Customer Service

    Unless you've been living under a rock, or up your own... o_O, you've noticed the rise of digital leads. People who still want to do business with you, but just don't want to call you. They let their fingers do the walking, as my ex-step dad used to say. Like, when was the last time you phoned in a pizza order? Anyway, we're going to talk about why you should have Digital CSRs in your Blue Collar Call Center, and why you should NEVER treat them as back up for the phones. Yeah. Let's go. Here's the LinkTree: https://linktr.ee/caffcx

  6. 15 de abr.

    Your Phone Tree is a War Crime

    That robotic voice menu is costing you jobs and pissing off your customers. When a homeowner is dealing with a flooded basement or a broken AC in July, they don’t want to “press 1 for emergencies.” They want help now. In this episode, Dave and Suz rip apart the classic phone tree disasters and show why most IVRs are straight-up customer experience war crimes. Plus: How modern voice agents are the new fast-track self-service weapon that books jobs faster, reduces missed calls, and actually helps instead of frustrates. Stop hiding behind 10-layer menus. Build a phone system that hunts revenue instead of repelling it. If your phone rings and customers hang up angry… this one’s for you. Here's the LinkTree: https://linktr.ee/caffcx

  7. 8 de abr.

    Stop Building Franken-Teams

    Why most trade companies are quietly destroying their own growth. Plumbing. HVAC. Electrical. It doesn’t matter — the same mistake is killing efficiency in your call center every single day. You’re blending roles that should never be blended: -Inbound agents -Outbound sales reps -Dispatchers One person trying to be a helper, a hunter, and a commander at the same time? That’s not efficiency. That’s a Franken-team. The Website: https://cxriotradio.com/ Suz's Homepage: https://suzexe.netlify.app/ Here's the LinkTree: https://linktr.ee/caffcx

  8. 1 de abr.

    Structure, Not Scripts

    On this episode of CX Riot Radio, we talk about why your agents shouldn't memorize scripts, but know the WHY behind the intent of the scripts. Some parts of your scripts SHOULD be verbatim; your greeting, your closing, any legal verbiage or coupon details, sure. But other aspects need to be fluid so you don't sound like robots in a dumpster fire. Join Dave and Suz as they tackle this issue and go through the Call Path. Website: https://cxriotradio.com/ Suz's Site: https://suzexe.netlify.app/ Here's the LinkTree: https://linktr.ee/caffcx

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Sobre

CX Riot Radio is the customer experience podcast for people who have actually answered the phone, calmed down the customer, and cleaned up the mess. Hosted by Dave Powers, the show examines customer service, contact centers, the skilled trades, AI, workplace surveillance, and life inside the algorithmic dystopia... with a blue-collar perspective, a cyberpunk streak, and the occasional well-earned rant. Most episodes are solo. Guests are rare, but if you have something worth saying and want to come yap, find Dave on LinkedIn. Broadcasting from outside the script.

Informações

  • Criado por
    David Powers
  • Anos de atividade
    2021 - 2026
  • Episódios
    299
  • Classificação
    Explícito
  • Copyright
    © David Powers
  • Site do podcast
    CX RIOT RADIO