When Knowledge-Base Chaos Killed Efficiency — And How Cleaning It Saved 18% Handle Time
A Story to Start In 2024, a major utilities company saw Average Handle Time (AHT) creeping up month after month: 6.2 minutes → 7.1 minutes → 8.4 minutes Escalations rising QA scores dipping Agents increasingly frustrated Leadership believed the issue was training or agent performance. But when CP Spike ran a diagnostic, the real cause […]