“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 experience

How KPIs (AHT/CSAT/compliance) get weaponized against agents

The hidden health/talent cost of permanent night shift

How 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 truth

The “Offshore Pledge” to run starting today

This 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 abdication

Why smart, capable people often suck at delegating

The 4 Zones of Delegation (what to keep, what to pass off)

How to use task-relevant maturity to coach your team right

How 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