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

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.

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.

Happy Holidays!!

Let's talk about disengaged employees, and employee experience as a whole, shall we?