CX RIOT RADIO

Welcome to the ultimate quest hub of business excellence – your contact center. In this blog post, we'll  navigate the intricate world of Key Performance Indicators (KPIs) using strategies inspired by RPG adventures. Buckle up as we delve into the challenges of First Call Resolution, Average Handling Time, Booking Rate, and Call Quality Score, turning your contact center into a legendary RPG masterpiece. The Grand Opening Challenge:  First Call Resolution (FCR) In the RPG of contact centers, consider FCR as your grand opening challenge, setting the tone for your epic journey. It's the quest where your frontline agents, the DPS (damage per second), showcase their sword-wielding prowess. Learn how to slash through issues with precision, setting the stage for a triumphant quest. Pulsating Rhythm:  Average Handling Time (AHT) Like the pulsating rhythm steering your entire mission, AHT keeps the tempo of your contact center. Dive into the strategy of maintaining rhythm in your...

Welcome to a fast-paced arena where every second counts, where each conversation is a make-or-break opportunity, and the ringing phone symbolizes the gateway to success. Today, we delve into a truth too vital to ignore—the strategic power of cultivating top performers, uplifting the middle, and decisively parting ways with underperformers compassionately in the name of excellence. Greatness here is quantified by metrics that truly matter: booking rates, conversion rates, call quality scores, and the lifeblood of our operation—customer satisfaction. Let's address the elephant in the room.  We've all been there, attempting to breathe life into bottom performers, pouring resources, time, and energy with the faint hope of a miraculous turnaround. But let's be clear—tripling the efforts of those at the bottom doesn't hold a candle to the brilliance our top performers bring to the table. Envision the top performer—the Michael Jordan, the Serena Williams, the Elon Musk of our ...

Leadership isn't just about giving orders; it's about building something intangible yet immensely powerful - Leadership Capital. Today, let's break down this concept that separates the great leaders from the rest. Understanding Leadership Capital: The Psychic Income of Influence Leadership capital is the emotional currency that buys us trust, respect, and influence within our team. It's the psychic income - the reward we earn through our daily actions, decisions, and overall conduct. Picture it as the fuel that propels our team toward success. Earning Leadership Capital: The Art of Fairness and Genuine Care As supervisors, you hold the reins to influence and guide your team. To accumulate leadership capital, we must engrain fairness into our daily operations. Fairness isn't just about following the rules; it's about creating an environment where everyone feels valued and heard. When we're fair, we earn the trust that is priceless in leadership. Take a moment...