SUZ’S FIELD GUIDE / CX + EX

Better calls.
Better human care.

Comics, videos, and practical guides for the people answering the phones—and the people supporting them.

6 items

GUIDE · Customer Care

Listen for the real problem, name the impact, and agree on a clear next step.

GUIDE · Coaching

Turn a call review into one useful action your CSR can practice.

GUIDE · QA

Measure accuracy, listening, ownership, and the next step. Make scoring consistent and useful.

VIDEO · Call Center Operations

A quick call center rant from Suz.

COMIC · Customer Care

Understand the impact before reaching for the script.

COMIC · Customer Care

An introduction to five habits for customers and coworkers: empathy, rapport, consistency, personalization, and proactivity.

Better calls.Better human care.