Genesys' 2025 State of Customer Experience report came out, so let's give it a gander!

In part 1, we'll look at the consumer side.

For part 2, we'll look at the CX leader side.

So, let's go.

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

Are companies using AI the wrong way?

Let's explore why replacing employees with AI can be ethically questionable, economically dangerous, and a red flag for poor leadership.

Learn why the future of work should be about augmenting people, not replacing them, and how smart businesses can use AI to empower teams, not eliminate them.

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

In this video, we tackle the silent profit killer in home services companies: bad data. From sloppy call notes to incomplete job details, “garbage in, garbage out” can wreck your scheduling, drain your profit, and leave your team fighting avoidable fires all day long.

David Powers breaks down why clean, accurate data is the backbone of a thriving plumbing, HVAC, or electrical business — and how to build a culture where everyone, from call center reps to field techs, owns the quality of the information they handle.

You’ll learn practical steps to clean up your CRM, hold people accountable, and stop losing money because of simple data mistakes. If you want fewer callbacks, better customer trust, and real control of your margins — watch this now.

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

Discover how performance-based pay and gamification can revolutionize your contact center. In this video, we break down why flat salaries kill motivation, and how daily goals, leaderboards, and performance incentives can transform your agents into top-performing customer experience pros.

We’ll cover:

• Why performance pay boosts motivation and retention
• How gamification increases engagement and productivity
• The role of leaderboards and daily quests in contact center culture
• How to link pay to customer satisfaction and drive results
• Real-world strategies for creating a merit-based call center

Whether you're managing a sales-driven contact center or a customer service team, this video gives you actionable insights to improve agent performance, morale, and customer experience.

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

In this episode, we dive headfirst into the brutal reality of leading and hiring in a fast-paced, ever-changing plumbing call center. If your company suffers from shiny-object syndrome and corporate whiplash, this one’s for you. Learn how to build a team that thrives in chaos, how to coach those who struggle with constant change, and the mindset every agent and leader needs to succeed.

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

Another blast from the past, but still very relevant today :)

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

Are you just answering phones… or are you driving revenue, loyalty, and reputation every single call?

In this episode, we break down the real difference between being a Human Formfill and becoming an Opportunity Maker. This is a wake-up call for frontline reps in plumbing, HVAC, and home services who are ready to LEVEL UP.

Learn how to:

✅ Build instant rapport

✅ Create massive value in seconds

✅ Turn tough calls into booked jobs

✅ Represent the brand like a pro

✅ Drive revenue with emotional intelligence

If you’re sick of being average and ready to become the rep customers ask for by name, this is for you.

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

Let's break down why your call center is the hidden engine of your business—and why ignoring it is costing you serious money.

You’re spending thousands on marketing to generate leads, but those leads are only as good as the team answering your phones. This episode dives into:

✅ The real ROI of customer service✅ How the call center drives customer loyalty and repeat business

✅ What happens when your frontline team is undertrained or undervalued
✅ The shocking lifetime value you're losing with every missed or mishandled call

✅ Why cutting customer service during slow seasons is a long-term business killerWhether you’re a business owner, GM, or operations leader in the trades—this message is for you. It’s time to protect, invest in, and elevate your call center. Because it’s not just about bookings—it’s about building a brand customers trust for life.

In this 10-minute power talk, we break down why automating or outsourcing your customer experience can destroy your brand if you’re not careful.

Your call center isn’t a cost center, it’s the heartbeat of your business.
Whether you're keeping it in-house or partnering with an outsourced team, this is your reminder: don’t hand off what makes your company human. Watch this if you care about protecting your reputation, delivering real service, and building a culture that customers and employees believe in.Here's the LinkTree: https://linktr.ee/caffcx

Let's pretend that you're taking on a team of Dispatchers as a supervisor or manager. You are tasked in creating a scorecard for individual dispatcher performance, and since attendance has been a bit of an issue, an attendance policy that is firm but fair.

This episode of CX Riot Radio walks you through creating both.

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