Caffeinated CX

Give 'Em The Pickle: https://youtu.be/lwYrB7y_VmY?si=pMAY-5ohR3XMmFE3In this episode of CX Riot Radio, we break down Bob Farrell's legendary customer-service lesson Give 'Em the Pickle! and translate it into the r world of plumbing, HVAC, and home services.We dive into what “the pickle” really means for the trades: doing the small extra things that make customers feel valued, showing up on time, explaining repairs clearly, cleaning up your work, and following up after the job.You'll learn how to turn the “pickle philosophy” into a company-wide culture, how to train and measure it, and why it's the ultimate differentiator in a market flooded with “good enough” service.If you want your team to stop chasing transactions and start building loyalty... this is the episode that shows you how.Here's the LinkTree: https://linktr.ee/caffcx

Sorry for the AI Slop Voice. Most companies say they care about customers, but their actions tell a different story. In this episode of CX Riot Radio, David Powers tears into the profit-first mindset that's killing trust in the trades.Here's the LinkTree: https://linktr.ee/caffcx

Another one from the archives, all the way back from August 2023.Customer Service isn't for everybody, and that's okay. Here's the LinkTree: https://linktr.ee/caffcx

We've all had bad managers, terrible supervisors, awful team leads, and non-existent advancement plans (right?). Here's how to break the cycle and become the leader you needed at the beginning of your career.Here's the LinkTree: https://linktr.ee/caffcx

This episode gets raw about failure, not the motivational poster kind, but the real, bloody-knuckled kind that breaks you down and forces you to rebuild. From living in a van at 21 to blowing up CX initiatives and learning to fail forward, this episode digs into why failure isn't the end, it's the forge.Because success might change your circumstances, but failure changes you.LinkTree: https://linktr.ee/caffcx

Heyyyy! This weeks episode of CX Riot Radio is a Space Opera Business Fable. Here is part 2 of my new book Legend of the Five Stars: The Rise of the Sorcerous Maleficum: A Business Fable. You can buy it on Amazon at this link: https://a.co/d/fe4tVMdEnjoy! Here's the LinkTree: https://linktr.ee/caffcx

Heyyyy! This weeks episode of CX Riot Radio is a Space Opera Business Fable. Here is part 1 of my new book Legend of the Five Stars: The Rise of the Sorcerous Maleficum: A Business Fable. You can buy it on Amazon at this link: https://a.co/d/fe4tVMdEnjoy! Here's the LinkTree: https://linktr.ee/caffcx

Some industries carry heavy baggage—plumbing, airlines, used car lots—places where customers often expect the worst. In this talk, we break down how companies in these “bad rep” industries can flip the script and win loyalty through world-class customer experience.What You'll Learn in This Episode:Why first impressions make or break the service journeyHow to use technology (without letting clunky tools ruin trust)The importance of clear communication and expectation settingWhy technician professionalism and presentation matter as much as skillHow follow-ups and thank-yous create lasting relationshipsThe role of empathy when customers are stressed, frustrated, or in crisisBy focusing on empathy, professionalism, and proactive communication, companies in challenged industries can not only improve customer experience—but completely reshape their reputations.If you're in the trades or any business where trust is hard-won, this conversation gives you the playbook to stand out and succeed.Here's the LinkTree: https://linktr.ee/caffcx

“If evolution is outlawed, only outlaws will evolve.” In this raw 30-minute manifesto, David Powers calls out the state of blue-collar call centers — where they excel, where they lag behind, and why leadership too often ignores their true value. From paper-thin training to duct-taped technology, from fragile morale to inconsistent customer experiences, this episode lays bare the outlaw reality of the trades.But it's not just diagnosis — it's a rallying cry. David delivers a blueprint for evolution: structured onboarding, outlaw coaching cultures, consistent customer flows, proactive communication, tech investment, and a rebrand of the call center as the company's true revenue engine.This isn't corporate lip service. It's punk-rock CX. If you lead, work in, or depend on a blue-collar call center, this episode is your call-to-arms. The future belongs to the outlaws who dare to evolve.Here's the LinkTree: https://linktr.ee/caffcx

On this special bonus episode of Caffeinated CX Classic we talk about Stoicism and how Stoic Philosophy can be leveraged in the Contact Center.Why?Stoicism is the best Operating System for your mind, and it can help employees (and yourself) to prevent burnout, especially in stressful situations.https://linktr.ee/caffcx

AI is crashing into the call center with three faces: agent-assist tools that give reps a sixth sense, accent neutralization tech that risks erasing identity, and the all-bot fantasy that can torch trust. In this episode, we cut through the hype and get real about how AI can amplify humans without replacing them, or turning every agent into a soulless robot.Here's the LinkTree: https://linktr.ee/caffcx

I go inside the world of Offshore Call Centers to show what really happens when we tell agents to “use your other voice.” Fake names. Accent filters. Surveillance wallboards. Abusive callers. Clean dashboards that hide human dents. Destroyed Customer Experience. Wasted Marketing. If your brand lives or dies on the phone, this is the truth you won't see in a vendor deck. What you'll learn:Why accent bias + strict scripts crush real customer experienceHow KPIs (AHT/CSAT/compliance) get weaponized against agentsThe hidden health/talent cost of permanent night shiftHow to audit a BPO with receipts, not slides (abuse policy, monitoring, QA, pay ladders, promotion paths)A simple operating standard: one team, one training, one truthThe “Offshore Pledge” to run starting todayThis is blue-collar CX. Plumbing/HVAC, home services, trades, any shop where the phone is the front door. Stop masking the problem. Fix the inputs. Protect your people. Let pros be pros.Here's the LinkTree: https://linktr.ee/caffcx

Your QA program is killing your call center, and nobody's talking about it.In this episode, I expose the truth about “check-the-box” quality assurance, how it frustrates agents, wastes money, and drives customers away. We'll break down the outdated KPIs you should ditch, the outcome-based metrics that actually move the needle, and the specific changes that make QA a coaching tool instead of a corporate chore.Whether you're running an in-house or offshore call center, this is the blueprint for QA that delivers results for your team, your company, and your customers.Here's the LinkTree: https://linktr.ee/caffcx

In this episode, David Powers dives into the 2025 Keep Call Centers in America Act, a proposed bill that aims to stop the bleeding of U.S. call center jobs through offshoring and automation. He breaks down what the bill actually says, why unions love it, why free-market capitalists are skeptical, and what the next five years could look like if it passes.From patriotism to profit, from AI to accountability, and the validity of this whole thing.Here's the LinkTree: https://linktr.ee/caffcx

Tech was supposed to make customer service easier. Instead, it buried reps in dashboards, metrics, and burnout. In this episode, we rip into the philosophical roots of modern tech fatigue and how contact center tools went from helpful to harmful. This is a wake-up call for leaders chasing automation at the cost of humanity. Here's the LinkTree: https://linktr.ee/caffcx

In this episode of CX Riot Radio, we break down how to delegate like a real leader. Not just dump tasks, but build a team that scales with you. If you're stuck doing everything yourself, burning out, or struggling to trust others to get it right, this one's for you.We cover: The difference between delegation and abdicationWhy smart, capable people often suck at delegatingThe 4 Zones of Delegation (what to keep, what to pass off)How to use task-relevant maturity to coach your team rightHow real delegation empowers your people and frees up your time for strategy, growth, and leadership. Whether you're a new leader, an overwhelmed manager, or someone trying to break into leadership, this gives you the tools to stop bottlenecking and start multiplying.Here's the LinkTree: https://linktr.ee/caffcx

Dig into how cutting corners in customer service, marketing, hiring, and quality control quietly wrecks your reputation... and your profits. Learn how to protect your brand, build customer trust, and scale your home services business without compromising your values. Perfect for HVAC, plumbing, electrical, and blue-collar pros who want long-term growth over short-term gains.Here's the LinkTree: https://linktr.ee/caffcx

Let's go through the CX Leader side of the State of Customer Experience Report by Genysys. It'll be fun!Here's the LinkTree: https://linktr.ee/caffcx

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 build a culture where everyone, from call center reps to field techs, owns the quality of the information they handle.You'll learn practical steps to clean up your CRM, hold people accountable, and stop losing money because of simple data mistakes. If you want fewer callbacks, better customer trust, and real control of your margins — watch this now.Here's the LinkTree: https://linktr.ee/caffcx

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 retentionHow gamification increases engagement and productivityThe role of leaderboards and daily quests in contact center cultureHow to link pay to customer satisfaction and drive resultsReal-world strategies for creating a merit-based call centerWhether you're managing a sales-driven contact center or a customer service team, this video gives you actionable insights to improve agent performance, morale, and customer experience.Here's the LinkTree: https://linktr.ee/caffcx

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 the LinkTree: https://linktr.ee/caffcx

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✅ Turn tough calls into booked jobs✅ Represent the brand like a pro✅ Drive revenue with emotional intelligenceIf you're sick of being average and ready to become the rep customers ask for by name, this is for you.Here's the LinkTree: https://linktr.ee/caffcx

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 when your frontline team is undertrained or undervalued✅ The shocking lifetime value you're losing with every missed or mishandled call✅ Why cutting customer service during slow seasons is a long-term business killerWhether you're a business owner, GM, or operations leader in the trades—this message is for you. It's time to protect, invest in, and elevate your call center. Because it's not just about bookings—it's about building a brand customers trust for life.

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 protecting your reputation, delivering real service, and building a culture that customers and employees believe in.Here's the LinkTree: https://linktr.ee/caffcx

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.Anyway, enjoy!Here's the LinkTree: https://linktr.ee/caffcx

Let's talk about customer experience in the World... of Warcraft.Classic, to be specific.Video reacted to: https://youtu.be/ENfygNM1Ev4?si=r35gbf7E95juWaZmHere'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 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

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.

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.

LinkTree: https://linktr.ee/caffcxLet'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. 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.

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

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

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 coached, trained, or set clear expectations for, that's stupid and you should feel stupid for that.Bye, I love you! Merch Store: https://cx-riot-radio.printify.me/LinkTree: https://linktr.ee/caffcx

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

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Let's talk about disengaged employees, and employee experience as a whole, shall we? Get my books here: https://caffcx.blogspot.com/p/cx-riot-radio-books.html?sc=1734299613164#c2961070775492899015 Buy my merch here: https://cx-riot-radio.printify.me/products Here's my linktree: https://linktr.ee/caffcx --- Support this podcast: https://podcasters.spotify.com/pod/show/caffeinatedcx/support

Sorry about my voice, I have a slight cold. But let's talk about leadership anyway, specifically call center leadership. The good, the bad, and the ugly. Enjoy! --- Support this podcast: https://podcasters.spotify.com/pod/show/caffeinatedcx/support

Are we heading towards an abyss of shadow, decay, and void of our own creation? Are we striving to make life worse for people? Maybe. --- Support this podcast: https://podcasters.spotify.com/pod/show/caffeinatedcx/support

The day after Thanksgiving is the busiest day for plumbing companies, and this year they NEED it. https://cx-riot-radio.printify.me/products --- Support this podcast: https://podcasters.spotify.com/pod/show/caffeinatedcx/support

After life punches you in the face with a break up, a job loss, or even just a bad call with a jerk customer, will you use it to become better, or will you allow it to make you bitter and jaded? The choice is yours. But one choice is... better... MERCH: https://cx-riot-radio.printify.me/products --- Support this podcast: https://podcasters.spotify.com/pod/show/caffeinatedcx/support

A lot of the time, QA is a boring binary mess that doesn't show the whole picture. AI QA Scoring that only goes off of transcripts is even worse. A call may check off all the boxes, but does that make it a good call? No. Buy my stuff. Merch: https://cx-riot-radio.printify.me/products LinkTree: https://linktr.ee/caffcx --- Support this podcast: https://podcasters.spotify.com/pod/show/caffeinatedcx/support

What one person can do, any person can do. You just need to plan, practice, and take action. So, track, test, act. And rinse and repeat.