CX RIOT RADIO

1. Ditch the Bullshit. You’re Not a Scheduler. You’re a Profit Generator. Your dispatching game is the engine of your plumbing empire. When done right, it maximizes each truck’s day and lines your pockets. You’re not just filling slots—you’re hunting for gold: high-ticket jobs, add-ons, memberships—that’s margin. 2. Don’t Book Blind. Live Data = Lean Profits Use intelligent software like ServiceTitan, Jobber, or Zuper (they’ve got real-time drag‑drop boards, GPS routing, autopilot rescheduling). This isn’t optional. It’s survival. The faster you see gaps, the quicker you fill them, minimizing dead time and travel costs. 3. Route Smarter, Not Harder Every mile counts. Route your techs by proximity and job type—so a minor leak doesn’t end up two cities away. Optimized routing slashes fuel costs and packs more jobs into per day. 4. Triage Like a Motherfucker You don’t let every car crash trigger a red alert. Same for plumbing calls. Teach Dispatchers triage: burst pipe = top priority, slo...

(Unrelated Picture, Don't Worry About it) Tf is a DSR?  “DSR” is corporate cosplay. You’re not a “Dispatch Service Representative.” You’re a Dispatcher. You run the trucks. You pull the strings. Own the title, cut the bullshit. CSRs: Pack the schedule until it cries for mercy. Ring after ring, job after job, no mercy. Dispatchers: Take that overstuffed chaos and turn it into pure profit. Pick the best calls, match them to the right tech, and shuffle the rest like a Vegas card shark. If everyone just did that, 80% of your headaches would disappear overnight. Where It Goes to Shit Dispatchers get soft. They see a packed day and panic. Next thing you know, they’re telling your CSRs to “slow down” or “book for tomorrow.” Fuck. That. Noise. If your Dispatcher can’t handle a full bucket, they’re in the wrong seat.  A real Dispatcher loves a jammed schedule; it means options, upgrades, spiffs, and big tickets. When a CSR books a call and there’s no open slot? Dispatcher calls that ...

  Summary: 5 keys for memorable positive CX - Customer experience extends beyond the contact center to the entire customer journey. - Key factors include initial marketing, phone/chat interactions, technician visits, etc. Poor customer service is a major reason for customer churn. - According to Accenture, price is not the main reason for customer churn, it's poor quality of customer service. - Bain and Company found that a customer is four times more likely to switch to a competitor due to customer service issues rather than product or service issues. Positive customer experience stands out amidst competition - 85% of people nationwide reported dissatisfaction with phone handling in the industry, creating an opportunity to stand out. - Turning the five keys of CX - practicing actual empathy, tone, active listening, sense of urgency, and going above and beyond - can create a positive customer experience. Empathy and tone are key to customer experience. - Empathy is more than just s...

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...

 [Blogger doesn't like to embed YouTube links in mobile view for some reason, so for the posts with videos, just view on a desktop or laptop, I guess. Which is stupid, but I guess you can't have everything. Maybe Google will fix it soon, or maybe I'll dust off my HTML skillz I learned in the 1990's and fix them myself (unlikely).] Anyway, let's talk about the CSR and DSR dynamic. First of all, DSR is a stupid term.  We all know that CSR means Customer Service Representative, so that must mean that DSR means Dispatch... Service Representative... which doesn't even remotely have the same ring to it.  Dispatch Service Representative.  Cool. We'll just call you Dispatcher for now.  So, the CSR's job is to fill a bucket to overflowing with appointments, jobs, opportunities, whatever it is you fill your bucket with, and it's the Dispatcher's job to sort through that fucking bucket to find the best shit for your services. The best shit means the highest...