When Process Debt Slowed Everything Down — How Operational Cleanup Rebuilt Speed & Consistency
A Story to Start In 2024, a SaaS company came to CP Spike with a growing problem: Everything was slowing down. AHT increasing escalations rising onboarding for new hires taking too long inconsistent call handling agents complaining about “workarounds” team leads firefighting small issues all day Leadership initially blamed training. Then they blamed tools. Then […]