CX & CALL CENTER TRAINING FOR THE TRADES
Practical training, coaching, and tools that help your team book more jobs and take better care of customers.
Built on real call center experience. Powered by Suz attitude.
Plan staffing around your call volume.
THE WORK BEHIND BETTER CALLS
You don’t need another script collecting dust. You need a team that knows what to do when the phone rings.
See what’s happening, where bookings are slipping away, and what to fix first.
A clear assessment and a prioritized action plan.
Practical lessons built around the calls your team actually takes.
On-site training, travel, and lodging are quoted upfront.
Keep the training alive with regular feedback and focused actions.
Each session ends with an action, an owner, and a next check-in.
Start with one service or build a plan around all three. Self-paced training is planned for a later release.
COUNT THE RIGHT CALLS
Customer updates, vendor calls, spam, and new service requests shouldn’t all be treated as booking opportunities.
An audit helps define the call mix before judging the team’s performance.
That same call mix shows 42% if you divide by every call. The definition matters.
FREE TOOL / NO SIGN-UP
Use Erlang-C to estimate how many agents you need for a single inbound queue.
Use a forecast for one interval and one queue. The tool finds the smallest number of available agents that meets both your service-level and occupancy targets, then adjusts for shrinkage. Scheduled staffing = available agents ÷ (1 − shrinkage), rounded up.
Erlang-C assumes random arrivals, exponential handle times, a steady workload, and callers who stay in the queue. It does not model abandonment, skill-based routing, or a full work schedule. Plan each busy interval separately.
Erlang B and C mathematical reference — Columbia UniversitySUZ’S FIELD GUIDE
CX and IT each have their own space. Start with the problem in front of you.
Quick guides for customer care, coaching, and everyday call center work.
Browse the CX/EX LibrarySuz says: “An apology without a next step is just hold music with feelings.”
Check accuracy, listening, ownership, the booking ask when appropriate, and clear next steps. Define each item so two reviewers can score the same call consistently. Use results to guide coaching.
Keep the existing Suz IT library close by for browser, computer, headset, and everyday tech issues.
Visit Suz’s IT Library“Before we declare the headset dead, let’s check which microphone is selected.”
CX + EX / FROM THE LIBRARY
Comics, videos, and guides for better customer care and stronger teams.
Understand the impact before reaching for the script.
View comic
An introduction to five habits for customers and coworkers: empathy, rapport, consistency, personalization, and proactivity.
View comicDAVE’S EXPERIENCE.
SUZ’S ATTITUDE.
MEET THE TEAM BEHIND THE HEADSET
I’m Dave Powers. I’ve worked across call center management, customer experience leadership, digital marketing, and employee technology in home services.
I know the pressure on both sides: the business needs bookings, and the people answering the phones need training, useful tools, and support.
Suz is the face and voice of Suz.exe. I bring the operational experience and deliver the audits, training, and coaching.
OUR MISSION
Help service teams take better care of customers through practical coaching, useful tools, and technology that makes their work easier.
OUR CODE
Give people the training, tools, and support they need to succeed. Make technology work for them.
Use plain language. Make the next step clear. Nobody should need a decoder ring to get help.
Keep your word. Admit mistakes. Follow up. Make sure the fix actually worked.
Laugh at the chaos. Make it safe to ask questions, make mistakes, and learn.
Coach the human. Fix the tool. Make service better.
LET’S TALK
Tell us what’s happening. We’ll start with the problem and work out the right next step.
Audits · Live virtual training · On-site by arrangement · Ongoing coaching
FOLLOW THE CHAOS
Suz, off the homepage.
More comics, quick tips, and call center commentary.