When Automation Metrics Lied — And Why Leaders Need Operational Truth, Not Dashboard Illusions
A Story to Start In 2025, an insurance support operation proudly reported that their automation strategy was “a massive success.” Their dashboards showed: 48% bot containment lower queue volume shorter wait times fewer transfers improved efficiency The leadership was thrilled. Except there was a problem: Customer complaints were increasing. Escalations were rising. Agents said the […]