I've Let You Down, Blogspot

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 AND I'LL DO IT AGAIN

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CX Lessons From Dumbed Down RPGs (That I Still Love)

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In the fall of 1992, when Final Fantasy Mystic Quest dropped, it wasn't the bombshell SquareSoft had hoped for. Instead, it was more like a dud. Let's break it down and pull some lessons from this for the modern customer experience world. We’re going deep into this one, but we’re going to do it fast and straight. No fluff. This is the stuff you NEED to understand about your audience, and how Final Fantasy Mystic Quest misfired on all cylinders, alienating hardcore fans by trying to appeal to the masses. Think about this like your business or brand: you can’t afford to misstep when it comes to knowing your people. 1. Know Your Audience, Like Really Know Them SquareSoft thought they were doing something smart by creating a “dumbed-down” RPG for the American market. They assumed Western gamers weren’t sharp enough or experienced enough to handle the complexity of regular Final Fantasy games. So, what did they do? They made a game that was simplistic, linear, and completely void of...
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AI as a Co-Pilot NOT an Autopilot

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Summary: Why use AI as a Co-Pilot - Emphasize the importance of using AI as a helpful assistant, not as a replacement for human control. AI should be a co-pilot, not autopilot - AI lacks human judgment and context understanding - Relying solely on AI for sensitive decisions is risky due to potential mistakes Treating AI as an autopilot sets us up for failure. - AI trained on biased or inaccurate data leads to potential harmful consequences. - Human oversight, expertise, and creativity are crucial in complex situations. Using AI as a co-pilot empowers informed decisions - Enhances human productivity while ensuring accountability - Risks of overdependence on AI: loss of critical thinking, ethical and social concerns AI adoption can lead to job displacement and operational risks - Job losses due to routine task automation can cause significant workforce disruption - Excessive reliance on AI can lead to operational disruptions and security risks if not managed properly AI risks include ina...
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AHT and CSAT

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  First, I'd like to introduce you to Darby and Krash, two contact center employees who enjoy caffeine. In their first ...episode(?) they discuss how AHT can affect CSAT. That's Average Handle Time and Customer Satisfaction for you out there that don't know Call Center Geek Speak. So let's elaborate on that, since not much elaboration can be done in a (badly drawn) four panel comic. Why does incentivizing low AHT negatively affect CSAT? First, let's get some background. What does Average Handle Time mean? Thanks, Google. AHT= (Total talk time + Total Hold time) + Total ACW / Total # of Calls. Got that? Good. So from the time the call is initiated to the time spent after the call putting in notes is AHT. And a lot of companies want that to as low as humanely possible, and then some. Why? More calls mean more money. The shorter the call, the more calls the agents can take, and the more money can be made on those calls. Sounds like a winning plan, yeah? Not so fast, Ra...
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