The Great KPI Quest

CX RIOT RADIO

English - December 27, 2023 08:01 - 7 minutes - 6.81 MB - ★★★★★ - 1 rating
Careers Business Homepage Download Apple Podcasts Google Podcasts Overcast Castro Pocket Casts RSS feed

Previous Episode: Raise the Middle, Cut the Bottom

Next Episode: Can CX Be Saved in 2024?

Join us on an adventure as we draw parallels between RPG gaming and conquering Key Performance Indicators (KPIs) in the contact center!

Discover how frontline agents, QA teams, supervisors, and team leads mirror DPS, Healers, Crowd Control, and Tanks, navigating through quests such as First Call Resolution, Average Handling Time, and Call Quality Scores.

Learn strategies to gamify targets, collaborate like the ultimate RPG party, and turn setbacks into opportunities for epic victories. Embrace the RPG spirit and transform your contact center into a realm of triumphs!

https://linktr.ee/caffcx

---

Support this podcast: https://podcasters.spotify.com/pod/show/caffeinatedcx/support