CX RIOT RADIO
By David Powers
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Episodes: 299
Description
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.
| Episode | Date |
|---|---|
|
Are Your Customer Service Agents Human, or Are They Formfills?
|
May 20, 2026 |
|
You Can't Cut Your Way to Prosperity
|
May 13, 2026 |
|
Government Regulation in CX (CXRR Classic)
|
May 06, 2026 |
|
Scripting Sins
|
Apr 29, 2026 |
|
Digital Customer Service
|
Apr 22, 2026 |
|
Your Phone Tree is a War Crime
|
Apr 15, 2026 |
|
Stop Building Franken-Teams
|
Apr 08, 2026 |
|
Structure, Not Scripts
|
Apr 01, 2026 |
|
Sunday With Suz: The Call Center is NOT a Cost Center
|
Mar 29, 2026 |
|
The Biomechanical Call Center
|
Mar 25, 2026 |
|
Sunday With Suz: Let Your Bots be Bots, Let Your Humans Be Human
|
Mar 22, 2026 |
|
Headset Hemorrhage
|
Mar 18, 2026 |
|
Wetware Hellscape
|
Mar 11, 2026 |
|
Algorithmic Delusion.
|
Mar 04, 2026 |
|
Instant Art
|
Feb 25, 2026 |
|
Renting Yourself To The Machine
|
Feb 18, 2026 |
|
Identity is Data
|
Feb 11, 2026 |
|
synthetic intimacy
|
Feb 04, 2026 |
|
Modern Life is Cyberpunk
|
Jan 28, 2026 |
|
why everything looks dead now
|
Jan 21, 2026 |
|
The State Took Your Choice... Cashiers Take the Blame
|
Jan 13, 2026 |
|
Group CX
|
Jan 07, 2026 |
|
On the Front Line
|
Dec 31, 2025 |
|
The CX Riot Radio Christmas Special
|
Dec 24, 2025 |
|
Remote or Office? Your Team Support Strategy Doesn't Change | CXRR Classic
|
Dec 17, 2025 |
|
Why AI-First CX Is Failing Customers
|
Dec 13, 2025 |
|
CSAT Is A Dumb Metric | Customer Loyalty is King
|
Dec 10, 2025 |
|
Urgency & Ownership
|
Dec 03, 2025 |
|
Some Wars Must Be Fought Alone
|
Nov 28, 2025 |
|
You Built This Culture, Now Fix the Results
|
Nov 26, 2025 |
|
Consistent Messaging
|
Nov 19, 2025 |
|
High Tech, Low Lives
|
Nov 12, 2025 |
|
GIVE EM THE PICKLE
|
Nov 05, 2025 |
|
Most Companies Don’t Deserve Their Customers
|
Oct 29, 2025 |
|
Customer Service Isn't For Everybody (Classic Episode)
|
Oct 22, 2025 |
|
Be The Leader You Needed
|
Oct 19, 2025 |
|
Failure is Sexy
|
Oct 15, 2025 |
|
The Rise of the Sorcerous Maleficum: A Business Fable Part 2
|
Oct 08, 2025 |
|
The Rise of the Sorcerous Maleficum: A Business Fable Part 1
|
Oct 01, 2025 |
|
CXRR Classic: CX in an Industry With a Bad Rep w/ Daniel Mattar
|
Sep 24, 2025 |
|
If Evolution is Outlawed, Only Outlaws Will Evolve
|
Sep 17, 2025 |
|
CaffCX Classic: Stoicism in the Call Center
|
Sep 03, 2025 |
|
The Three Faced AI God
|
Aug 27, 2025 |
|
🔥Your Offshore Center Sucks. Here's How to Fix It.🔨
|
Aug 20, 2025 |
|
Your QA is F*cked: How to Design QA to Win Customers, Not Check Boxes
|
Aug 11, 2025 |
|
Is The Keep Call Centers in America Act Just an Act?
|
Aug 06, 2025 |
|
Techlash
|
Jul 30, 2025 |
|
Delegate This
|
Jul 23, 2025 |
|
Your Standards are Showing
|
Jul 16, 2025 |
|
Let's Read the State of Customer Experience Report (Part 2)
|
Jul 09, 2025 |
|
Let's Read the State of Customer Experience Report (Part 1)
|
Jul 02, 2025 |
|
Want to Win With AI? Keep Your People
|
Jun 25, 2025 |
|
The Danger of Dirty Data
|
Jun 18, 2025 |
|
Leveling Up the Call Center With Performance Pay (Classic Episode)
|
Jun 11, 2025 |
|
Leading Through Chaos
|
Jun 04, 2025 |
|
4 Pillars of the Blue Collar Call Center (Classic Episode)
|
May 28, 2025 |
|
from formfill to revenue generator
|
May 21, 2025 |
|
Where Marketing Goes to Thrive... or Die
|
May 14, 2025 |
|
Don't Automate Away What Makes Your Brand Unique
|
May 07, 2025 |
|
Creating a Dispatch Score Card and Attendance Policy [WalkThrough]
|
Apr 30, 2025 |
|
BURN THE SHIPS
|
Apr 23, 2025 |
|
CaffCX Classic: Pay Your Dues! | Call Center Talk
|
Apr 16, 2025 |
|
Using Comfy Nostalgia to Win Back Customers
|
Apr 09, 2025 |
|
no gods no managers
|
Apr 02, 2025 |
|
Don't Weaponize Data
|
Mar 26, 2025 |
|
Leaning Out Your Call Center
|
Mar 19, 2025 |
|
Coaching
|
Mar 12, 2025 |
|
Your Supervisors Need to be Fast, Too
|
Mar 05, 2025 |
|
We Need to Talk About Empathy Statements
|
Feb 26, 2025 |
|
Power Lists and Time Blocking
|
Feb 19, 2025 |
|
not everyone is going to figure it out at work
|
Feb 12, 2025 |
|
excellence is a choice
|
Feb 05, 2025 |
|
Why Remote Work is Good (or can be)
|
Jan 29, 2025 |
|
Strive For Excellence, NOT Perfection
|
Jan 08, 2025 |
|
HAPPY NEW YEAR I LOVE YOU
|
Jan 01, 2025 |
|
Merry Christmas From CX Riot Radio
|
Dec 25, 2024 |
|
THE TERROR OF THE DISENGAGED
|
Dec 18, 2024 |
|
Call Center Leadership
|
Dec 11, 2024 |
|
automating societal decay
|
Dec 04, 2024 |
|
brown friday
|
Nov 27, 2024 |
|
better or bitter?
|
Nov 20, 2024 |
|
Saving QA From It's Own Hubris
|
Nov 13, 2024 |
|
LAA (Listen. Acknowledge. Act.)
|
Oct 30, 2024 |
|
chase the damn leads
|
Oct 23, 2024 |
|
Customer Service Week 2024
|
Oct 16, 2024 |
|
Tips For Outsourcing
|
Oct 09, 2024 |
|
Decentralized Locations
|
Oct 02, 2024 |
|
RISE OF THE HUMAN CHATBOT
|
Sep 25, 2024 |
|
Are Your Customer Service Agents Human, or Are They Formfills?
|
Sep 18, 2024 |
|
CxRR Classic: Don't Turn Your Agents Into Chatbots
|
Sep 11, 2024 |
|
Is Your Call Center Living in the Past?
|
Sep 04, 2024 |
|
Steel & Soul: A Journey of Customer-Centric Enlightenment
|
Aug 28, 2024 |
|
Spamming Execute
|
Aug 21, 2024 |
|
Contagious Curiosity
|
Aug 14, 2024 |
|
CxRR Classic: The Punk Rock Contact Center
|
Aug 07, 2024 |
|
Paying the Toggle Tax
|
Jul 31, 2024 |
|
Self Service Champions ;)
|
Jul 24, 2024 |
|
Overcoming Complaint Complacency
|
Jul 17, 2024 |
|
High Prices, Low Quality... Record Sales.
|
Jul 10, 2024 |
|
employees vote to unionize, non-profit replaces them with chatgpt
|
Jul 03, 2024 |
|
you need to respond to reviews
|
Jun 26, 2024 |
|
spark: all you need to improve your cx
|
Jun 19, 2024 |
|
are we in a white collar recession?
|
Jun 12, 2024 |
|
AI as a Co-Pilot NOT an Autopilot
|
Jun 05, 2024 |
|
are we prepared for the next industrial revolution?
|
May 29, 2024 |
|
minimizing RTO culture ROT
|
May 22, 2024 |
|
modernizing the trades
|
May 15, 2024 |
|
customer science theater 3000
|
May 08, 2024 |
|
customer feedback
|
May 01, 2024 |
|
the roi of customer service
|
Apr 24, 2024 |
|
the spaghetti incident
|
Apr 17, 2024 |
|
Caffeinated CX Classic: The 5 Keys of CX
|
Apr 10, 2024 |
|
The Most Important Aspect
|
Apr 03, 2024 |
|
Contact Center Team Leads
|
Mar 27, 2024 |
|
why are you still doing what your customers hate?
|
Mar 20, 2024 |
|
I Don't Know (From the Archives)
|
Mar 13, 2024 |
|
The Best KPIs to Track in a Blue Collar Call Center
|
Mar 06, 2024 |
|
Government Regulation in CX
|
Mar 01, 2024 |
|
4 Must-Haves in Your Call Center Training Curriculum
|
Feb 28, 2024 |
|
from players🎮 to paychecks💸
|
Feb 21, 2024 |
|
Use AI to Augment, Not Replace Employees
|
Feb 14, 2024 |
|
Top Grading Your Call Center
|
Feb 07, 2024 |
|
Every Call is a Sales Call
|
Jan 31, 2024 |
|
From the Archives: CSAT is Dumb
|
Jan 24, 2024 |
|
Coaching Call Center Agents So They Don't Hate Coaching
|
Jan 17, 2024 |
|
Be Omnipresent 🔥
|
Jan 10, 2024 |
|
Can CX Be Saved in 2024?
|
Jan 03, 2024 |
|
The Great KPI Quest
|
Dec 27, 2023 |
|
Raise the Middle, Cut the Bottom
|
Dec 20, 2023 |
|
Leadership Capital
|
Dec 13, 2023 |
|
As a Dog Returneth (From the Archives)
|
Dec 06, 2023 |
|
The 4 Pillars of the Blue Collar Call Center
|
Nov 29, 2023 |
|
Overcoming Brown Friday
|
Nov 22, 2023 |
|
From the Archives: ✨Magic Words🧙
|
Nov 15, 2023 |
|
How Companies Can Reduce Employee Burnout
|
Nov 10, 2023 |
|
The Customer Loyalty Secret
|
Nov 08, 2023 |
|
Personalization and Isolation
|
Nov 01, 2023 |
|
Getting 5 Star Reviews For Your Trades Business
|
Oct 25, 2023 |
|
Why Occupy Wall Street Failed... And Made Things Worse.
|
Oct 18, 2023 |
|
Praise to the Stakeholders!
|
Oct 11, 2023 |
|
The HeroCX Framework: Customer Service Week 2023
|
Oct 06, 2023 |
|
The Long-Term Consequences of Short-Term Savings
|
Oct 04, 2023 |
|
Customer Service Week 1: The HeroCX Framework
|
Oct 02, 2023 |
|
Customer Service Week 2023 (Bonus Episode)
|
Sep 28, 2023 |
|
CX in 2023
|
Sep 27, 2023 |
|
CX and Leadership with John Akhoian
|
Sep 20, 2023 |
|
The Customer Centric Plumbing Company
|
Sep 14, 2023 |
|
Hiring For EQ and CQ
|
Sep 06, 2023 |
|
The Communication Crucible
|
Aug 30, 2023 |
|
Unrelenting Training
|
Aug 23, 2023 |
|
One Stop Resolutions (From the Caffeinated Archives)
|
Aug 16, 2023 |
|
Customer Service Isn't For Everyone
|
Aug 09, 2023 |
|
The Compassionate Meritocracy
|
Aug 02, 2023 |
|
P.E.A.C.E. Company Culture and Values
|
Jul 26, 2023 |
|
Leveling Up the Contact Center with Performance Pay
|
Jul 19, 2023 |
|
Creating Cyborgs With Bad QA
|
Jul 12, 2023 |
|
Espresso Shot: Unleashing Empathy
|
Jul 07, 2023 |
|
Forging a Customer-Centric Company Culture
|
Jul 05, 2023 |
|
Espresso Shot: 5 Ways to Up Your CX Game
|
Jul 03, 2023 |
|
Espresso Shot: Simplifying the Peak-End Rule
|
Jun 30, 2023 |
|
Unmasking the Delight Fallacy
|
Jun 27, 2023 |
|
Espresso Shot: EX=CX²
|
Jun 26, 2023 |
|
Espresso Shot: The Hidden Power of Positive Reviews
|
Jun 23, 2023 |
|
The Unfiltered Truth about Poor Customer Experience
|
Jun 21, 2023 |
|
From Scripts to Subversion: Embracing Punk Rock Ethos for Customer Service and Branding Success
|
Jun 14, 2023 |
|
Embracing the Minimum Effective Tech Stack
|
Jun 07, 2023 |
|
Efficiency and Progress Are Ours Once A-More
|
May 31, 2023 |
|
Shattering the Silos: Holy Unity for Unstoppable Triumph
|
May 24, 2023 |
|
CaffCX Throwback- Humanized CX
|
May 17, 2023 |
|
Why You Should (Sometimes) Fire Customers
|
May 10, 2023 |
|
A Firestorm to Purify the Bane that Customer Service Drowns In
|
May 03, 2023 |
|
Personal Development in the Contact Center
|
Apr 26, 2023 |
|
The Caffeinated CX Mindset
|
Apr 19, 2023 |
|
The Power and Pitfalls of Personalization
|
Apr 12, 2023 |
|
Is QA Workplace Bullying?
|
Apr 05, 2023 |
|
Improving Your Bottom Line by Improving Company Culture
|
Mar 29, 2023 |
|
Taking Care of the Voice of Your Company with Zac Garside
|
Mar 22, 2023 |
|
Increasing Empathy, Decreasing Effort
|
Mar 15, 2023 |
|
Sales Training for Plumbers w/Tony Gee
|
Mar 08, 2023 |
|
OTTER 2.0
|
Mar 01, 2023 |
|
Reduce Your Turnover Rate by NOT Doing This
|
Feb 22, 2023 |
|
12 Needs for Ultimate CX
|
Feb 15, 2023 |
|
The Negative Connotations of Coaching
|
Feb 08, 2023 |
|
The 5 Cardinal Rules for Amazing CSRs
|
Feb 01, 2023 |
|
Robot Customers
|
Jan 25, 2023 |
|
Running a Contact Center Team
|
Jan 18, 2023 |
|
Critical Failures in CX
|
Jan 11, 2023 |
|
Stoicism in the Contact Center- BONUS EPISODE
|
Jan 06, 2023 |
|
The Punk Rock Contact Center
|
Jan 04, 2023 |
|
Floor Support in a Digital Age
|
Dec 28, 2022 |
|
Enter 2023
|
Dec 21, 2022 |
|
Quality Assurance Automation
|
Dec 14, 2022 |
|
RISE OF THE HUMAN CHATBOT
|
Dec 07, 2022 |
|
Decentralized Locations
|
Nov 30, 2022 |
|
Human Formfills
|
Nov 23, 2022 |
|
Addition by Subtraction
|
Nov 16, 2022 |
|
Wowing Customers
|
Nov 09, 2022 |
|
Company-Customer Friction
|
Nov 02, 2022 |
|
Call Center Horror Story: Cell Phone Policies
|
Oct 31, 2022 |
|
Every Call is a Sales Call
|
Oct 26, 2022 |
|
The 5 Qualities of Customer Service Superstars
|
Oct 19, 2022 |
|
Adventures in Bad CX
|
Oct 12, 2022 |
|
The Unintended Consequences of Lowering Talk Time
|
Oct 05, 2022 |
|
All the Call Floor is a Stage
|
Sep 28, 2022 |
|
The Customer is Always Right?
|
Sep 21, 2022 |
|
The Laws of Referability
|
Sep 14, 2022 |
|
Customer Satisfaction Vs Customer Loyalty
|
Sep 07, 2022 |
|
Is Resolving Customer Complaints Enough? With Kat and Vanessa
|
Aug 31, 2022 |
|
The Quiet Quittening
|
Aug 24, 2022 |
|
The Great Layoffation (Part 2)
|
Aug 17, 2022 |
|
The Great Layoffation (Part 1)
|
Aug 10, 2022 |
|
Team Leads and Coaching Set Up
|
Aug 03, 2022 |
|
Let's Get Some CSRs!
|
Jul 27, 2022 |
|
Horrible Self-Service with Jenny
|
Jul 20, 2022 |
|
Basically, It's The Basics
|
Jul 13, 2022 |
|
Risk and Reward
|
Jul 06, 2022 |
|
Punk Scenes and Startups with Thomas Seelbinder
|
Jun 29, 2022 |
|
The PP Spectrum
|
Jun 22, 2022 |
|
Attrition Warfare
|
Jun 15, 2022 |
|
Last Call
|
Jun 10, 2022 |
|
Burn Out
|
Jun 08, 2022 |
|
The Three Types of Empathy
|
Jun 01, 2022 |
|
Always Keep the Call Moving
|
May 27, 2022 |
|
In Defense of the Dispatch Fee
|
May 25, 2022 |
|
Never Stop Training!!
|
May 20, 2022 |
|
Reducing Turnover in Your Contact Center
|
May 18, 2022 |
|
Training Customer Service Reps
|
May 13, 2022 |
|
Gimme Gimme Gimme
|
May 11, 2022 |
|
Zoomers and Boomers with Ryan Warriner
|
May 06, 2022 |
|
Putting Employees First
|
May 04, 2022 |
|
Community Outreach with Magda from Rooter Hero
|
Apr 27, 2022 |
|
Contact Center Cybernetics
|
Apr 27, 2022 |
|
CSR/DSR 2
|
Apr 22, 2022 |
|
The Positive Aspect of Negative Reviews
|
Apr 20, 2022 |
|
Guilty by Association
|
Apr 15, 2022 |
|
17 Year Low
|
Apr 13, 2022 |
|
Transparency
|
Apr 08, 2022 |
|
Opening the OTTER Gate
|
Apr 06, 2022 |
|
Annoying Apologetic Asks
|
Apr 01, 2022 |
|
Consistent Messaging
|
Mar 30, 2022 |
|
Burgers of Wrath
|
Mar 23, 2022 |
|
The New Word of Mouth
|
Mar 18, 2022 |
|
The Customer Service Superstar
|
Mar 16, 2022 |
|
Always Be Improving
|
Mar 11, 2022 |
|
It's Fine
|
Mar 09, 2022 |
|
First Impressions Matter
|
Mar 04, 2022 |
|
Utilizing Nerdy Skills in CX Leadership
|
Mar 03, 2022 |
|
It Comes From the Top
|
Mar 02, 2022 |
|
Pay Your Dues
|
Feb 25, 2022 |
|
Coachings and 1-on-1's
|
Feb 23, 2022 |
|
The Absolute Glory That is Repeat Customers
|
Feb 18, 2022 |
|
Hiring the Right Customer Service Agents
|
Feb 16, 2022 |
|
Generational Loyalty
|
Feb 11, 2022 |
|
Weird Severance
|
Feb 09, 2022 |
|
The EX CX Cycle
|
Feb 04, 2022 |
|
It's Not Enough to Resolve Complaints
|
Feb 02, 2022 |
|
5 Steps For Better CX
|
Jan 26, 2022 |
|
CX Book Recommendations
|
Jan 24, 2022 |
|
Why Incentivizing AHT is Often Dumb
|
Jan 21, 2022 |
|
Call Center Culture and Leadership (or lack thereof) During a Crisis with Yergy from the Misery Machine!!
|
Jan 19, 2022 |
|
Improving CX in an Industry with a Bad Rep w/Daniel Mattar
|
Jan 17, 2022 |
|
PIP
|
Jan 14, 2022 |
|
Smash the Silos
|
Jan 12, 2022 |
|
Respecting Customer Channels
|
Jan 10, 2022 |
|
The Golden Rule
|
Jan 07, 2022 |
|
CSAT is a BS Metric
|
Dec 30, 2021 |
|
Let's Review Your 2021
|
Dec 27, 2021 |
|
CX RIOT RADIO (Trailer)
|
Dec 27, 2021 |
|
Artificial Intelligence as a Buzzword
|
Dec 27, 2021 |
|
The Great Resignation BS
|
Dec 20, 2021 |
|
This is About Me Giving Back
|
Dec 16, 2021 |
|
It All Matters
|
Dec 10, 2021 |
|
AQ Ain't Just an Instance Anymore
|
Dec 03, 2021 |
|
The Most Important Aspect
|
Nov 26, 2021 |
|
Hyper-Caffeinated Leadership 1
|
Nov 22, 2021 |
|
Stop Blaming Your Bad Customer Service on Covid
|
Nov 17, 2021 |
|
Call Center Horror Story: The Bottle
|
Nov 15, 2021 |
|
Convenience For Me, or Convenience For Thee?
|
Nov 12, 2021 |
|
NPS Scores (Net Promoter Score... Scores)
|
Nov 11, 2021 |
|
Safety, the Brand, and the CX with Fernando Lucio
|
Nov 10, 2021 |
|
Simplifying the Peak-End Rule
|
Nov 08, 2021 |
|
Customer Choice
|
Nov 05, 2021 |
|
Customer Expectations
|
Oct 22, 2021 |
|
Call Center = Cost Center?
|
Oct 18, 2021 |
|
ex=cx²
|
Oct 14, 2021 |
|
The 4 Most Important Skills a CSR Can Possess
|
Oct 10, 2021 |
|
Rant 001
|
Oct 08, 2021 |
|
Don't Turn Your Agents Into Chatbots
|
Oct 08, 2021 |
|
3 Questions on How to Get to Know Your Employees on Day 1
|
Oct 08, 2021 |
|
Customer Service Week?
|
Oct 08, 2021 |
|
Espresso Shot- DFU or Bad GUI?
|
Oct 08, 2021 |
|
Interview with John Akhoian, CEO of Rooter Hero Plumbing
|
Oct 07, 2021 |
|
Espresso Shot- Helping Each Other Out
|
Oct 07, 2021 |
|
Espresso Shot- Keep it Simple 2
|
Oct 06, 2021 |
|
Coffee With Dave- Culture Revolution
|
Oct 06, 2021 |
|
Espresso Shot- The Power of OTTER
|
Oct 05, 2021 |
|
Espresso Shot- Nerdy CX Stats
|
Oct 05, 2021 |
|
KIFS
|
Sep 18, 2021 |
|
Introduction to the Podcast
|
Sep 13, 2021 |