CX RIOT RADIO

Here's the LinkTree: https://linktr.ee/caffcx

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...

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. Lin...

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

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 y...

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...

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 -Dispatchers One person trying to be a helper, a hunter, and a commander at the same time? That’s not efficiency. That’s...

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...

Like we always say, the Call Center is where your marketing goes to thrive... or die :) Here's the LinkTree: https://linktr.ee/caffcx

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://...

Suz takes over the channel, and talks about bots. Here's the LinkTree: https://linktr.ee/caffcx

Your call center isn’t losing people by accident. It’s bleeding them out. In this episode of CX Riot Radio, we break down the Headset Hemorrhage... the slow, quiet burnout happening in customer service teams everywhere. Too many companies treat agents like replaceable hardware… plug them in, track the metrics, and expect performance. But your CSRs aren’t machines. They’re human operators dealing w...

Human brain cells fused with silicon are literally playing Doom right now (Cortical Labs CL1). AI agents write full production apps 250× faster than human teams. Systems like DAC compile entire SaaS products, 100k+ lines of code from one prompt in under 50 hours, zero humans. This is wetware computing, autonomous code generation, and the coming era of bot-vs-bot customer service: your AI negotiate...

When your feed shapes your reality and reinforces your beliefs, even if they're wrong... what do you do? Also, a new music video from my assistant, Suz. Here's the LinkTree: https://linktr.ee/caffcx

AI can generate songs, movies, images, and entire worlds in seconds. If it moves you… does it matter who made it? As entertainment becomes instant and nearly free, artists, studios, and audiences face a new question: When creation is infinite, what happens to meaning? Here's the LinkTree: https://linktr.ee/caffcx

You don’t work for a manager. You work for an algorithm. Ratings decide survival. Bonuses gamify rent. AI trains on your labor. This is the gig economy. And it’s not just delivery apps. LinkTree: https://linktr.ee/caffcx

This isn’t science fiction. It’s a world where your face is the password, your behavior is the signal, and your data determines your reality. Identity is data. And the system already decided. Here's the LinkTree: https://linktr.ee/caffcx

Loneliness is no longer accidental, it’s structural. In this episode of CX RIOT RADIO, we explore AI companionship, synthetic intimacy, and why comfort has become more addictive than connection. From emotional dependency to hyper-sexualized AI and the quiet rise of escapism, this is a look at what happens when desire, validation, and belonging are optimized by machines. High tech. Low life. This i...

The Future is here... it's just not evenly distributed. Here's the LinkTree: https://linktr.ee/caffcx

Everything feels gray, cheap, and mass-produced: from homes and products to branding and fashion. In this episode, we break down why modern life looks uglier, how cost-cutting and “efficiency culture” killed personality, and why soulless automation (IVRs, bots, dead customer service) is making it worse. Here's the LinkTree: https://linktr.ee/caffcx

The bag ripped. The straw dissolved. The cashier got yelled at. This isn’t about politics it’s about customer experience under constraint. Paper bags, PAGA, product bans, and why businesses pay for rules they didn’t write. Here's the LinkTree: https://linktr.ee/caffcx

In the trades, most companies talk about “customer experience” like it belongs to one department: the call center, marketing, or the frontline team. But the truth is simpler, and way more powerful: Customer Experience is everyone’s job. From CSR to dispatcher… From payroll to accounting… From warehouse to IT… From leadership to the janitor… Every role either reduces friction or adds friction. Ever...

In the trades, your brand isn’t built in the boardroom. It isn’t built by marketing. It isn’t built by leadership decks or mission statements. Your real reputation is built by the people you probably pay the least, the CSRs answering the phones, the dispatchers managing chaos, and the installers walking into customers’ homes every single day. In this New Year’s Eve episode, we go deep on what real...

Merry Christmas, everyone! [Verse 1] Chestnuts roasting, phones on fire Caller says “I just need a quote” (liar) Hold music slaps like it’s 2003 “Your call is very important” — allegedly Coffee’s dead, patience thin CRM spinning like “log in again” Snow outside, chaos within Welcome to Christmas in the call center, friend [Pre-Chorus] We’ve got fake snow Fake cheer But the problems are very real t...

In this episode from the archives, we remember remote work, wfh, wfa, etc. And what it took to provide floor support for your team. How does this change in the era or RTO? It doesn't. All the lessons you learned from managing remote or hybrid teams still apply. All the communication skills you learned are still valid. All the leadership lessons you learned still matter. This episode, at it&#39...