When a Burnt-Out Support Team Crashed CSAT — And How Leadership Brought It Back
A Story to Start In mid-2024, a major home-services provider noticed something alarming: CSAT dropped from 4.6 → 3.8 First Contact Resolution fell 17% Escalations doubled AHT increased by 22% But the strangest part? No major system outage. No product issue. No spike in customer complaints. The problem was internal: The support team was burnt […]