May 20, 202618 min
Are Your Customer Service Agents Human, or Are They Formfills?
Here's the LinkTree: https://linktr.ee/caffcx
Episodes
299
Latest episode
May 2026
Language
EN
About the show
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.
Listen to episodes
May 13, 20269 min
You Can't Cut Your Way to Prosperity
In this episode of CX Riot Radio, Dave and Suz show you what to cut before you cut staff; duplicate work, bad meetings, tool sprawl, rework, useless reports, and broken processes.Learn how to use AI voice agents, auto-responders, and automated dispatch the right way, without destroying morale, booking rates, or customer trust.Stop hiding costs in a smaller team.Cut waste first. Lead smarter.If you run a plumbing, HVAC, or electrical company and you’re under pressure to reduce labor costs, this one is for you.Here's the LinkTree: https://linktr.ee/caffcx
May 6, 202622 min
Government Regulation in CX (CXRR Classic)
Does CX need to be regulated by Big Brother or Daddy Government?I go through this article https://ryanadvisory.com/ballot-box/ by the Ryan Strategic Advisory and find out.The simple answer is: you first Big Daddy Government, you first.If it didn't take me a day and a half to reach someone at LITERALLY ANY GOVERNMENT SERVICE I would take this kind of overstep a little bit more seriously.Linktree: https://linktr.ee/caffcx
April 29, 202612 min
Scripting Sins
You know what people hate more than reading verbatim scripts?Listening to people reading verbatim scripts.Stop it.Here's how. Here's the LinkTree: https://linktr.ee/caffcx
April 22, 202611 min
Digital Customer Service
Unless you've been living under a rock, or up your own... o_O, you've noticed the rise of digital leads. People who still want to do business with you, but just don't want to call you. They let their fingers do the walking, as my ex-step dad used to say. Like, when was the last time you phoned in a pizza order? Anyway, we're going to talk about why you should have Digital CSRs in your Blue Collar Call Center, and why you should NEVER treat them as back up for the phones. Yeah. Let's go. Here's the LinkTree: https://linktr.ee/caffcx
April 15, 202614 min
Your Phone Tree is a War Crime
That robotic voice menu is costing you jobs and pissing off your customers.When a homeowner is dealing with a flooded basement or a broken AC in July, they don’t want to “press 1 for emergencies.” They want help now.In this episode, Dave and Suz rip apart the classic phone tree disasters and show why most IVRs are straight-up customer experience war crimes.Plus: How modern voice agents are the new fast-track self-service weapon that books jobs faster, reduces missed calls, and actually helps instead of frustrates.Stop hiding behind 10-layer menus.Build a phone system that hunts revenue instead of repelling it.If your phone rings and customers hang up angry… this one’s for you.Here's the LinkTree: https://linktr.ee/caffcx
April 8, 20269 min
Stop Building Franken-Teams
Why most trade companies are quietly destroying their own growth.Plumbing. HVAC. Electrical. It doesn’t matter — the same mistake is killing efficiency in your call center every single day.You’re blending roles that should never be blended:-Inbound agents-Outbound sales reps-DispatchersOne person trying to be a helper, a hunter, and a commander at the same time? That’s not efficiency. That’s a Franken-team.The Website: https://cxriotradio.com/Suz's Homepage: https://suzexe.netlify.app/Here's the LinkTree: https://linktr.ee/caffcx
April 1, 20269 min
Structure, Not Scripts
On this episode of CX Riot Radio, we talk about why your agents shouldn't memorize scripts, but know the WHY behind the intent of the scripts. Some parts of your scripts SHOULD be verbatim; your greeting, your closing, any legal verbiage or coupon details, sure. But other aspects need to be fluid so you don't sound like robots in a dumpster fire. Join Dave and Suz as they tackle this issue and go through the Call Path. Website: https://cxriotradio.com/Suz's Site: https://suzexe.netlify.app/Here's the LinkTree: https://linktr.ee/caffcx
March 29, 20268 min
Sunday With Suz: The Call Center is NOT a Cost Center
Like we always say, the Call Center is where your marketing goes to thrive... or die :)Here's the LinkTree: https://linktr.ee/caffcx
March 25, 202620 min
The Biomechanical Call Center
When AI is quietly eating all the easy customer service calls… what happens to the humans left behind?This episode of CX Riot Radio exposes the hidden cost of aggressive AI automation: agents stuck in an endless stream of angry, emotional, and complex escalations with zero breathing room.The website: https://cxriotradio.com/More Suz: https://suzexe.netlify.app/Here's the LinkTree: https://linktr.ee/caffcx
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