When “Tribal Knowledge” Became a Liability — Why CX Needs Documented, Scalable Expertise
A Story to Start In 2025, a fintech support operation reached out to CP Spike with a major challenge: They were scaling fast —but performance was inconsistent across teams. Here’s what we found: Certain agents solved issues faster than anyone else Some teams had near-perfect CSAT Others struggled with the same types of cases New […]