When Performance Variance Skyrocketed — Why CX Needs Standardization Across Every Shift
A Story to Start In 2025, a global retail brand reached out to CP Spike with a troubling pattern: CX quality depended on the time of day. Morning shift performed exceptionally Afternoon shift was inconsistent Night shift produced the highest number of complaints Weekend performance dropped dramatically Escalations increased during certain hours CSAT scores fluctuated […]