When Supervisors Became Firefighters — Why CX Leadership Needs System, Not Stress
A Story to Start In 2025, a large BPO approached CP Spike with a recurring issue:Their supervisors were burning out — fast. Here’s what their daily life looked like: Constant escalations Endless Slack messages Random questions from agents Coaching sessions canceled due to “urgent fires” Monitoring reports overdue Emotional exhaustion No time for development or […]