David Powers - Rooter Hero - Managing CX When Callers Have A Disaster On Their Hands!

David Powers is the Chief Experience Officer at Rooter Hero. He is based in Los Angeles, CA. David has written extensively on CX, including a book called 'The Blue Collar Call Center' and hosts his own podcast called 'Caffeinated CX.'  David manages CX for Rooter Hero - a plumbing company that is expanding across the western US. When David's team get a call it is usually from a customer that has a crisis on their hands - they don't just want a chat.  David talks about how to manage CX for an essential service like plumbing and also how he believes the BPO community needs to work with companies that are exploring CX outsourcing. https://www.linkedin.com/in/davidjpowers2/ https://rooterhero.com/ Book and Podcast link: https://linktr.ee/caffcx

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