Introduction
This is InTouch with ENTOUCH. Join us as we create a path to a healthier planet by delivering sustainability solutions that reduce energy usage, drive profitability, and simplify facility management.
Key Takeaways
• Don't staff based on one good day
After a strong stretch of Q4 metrics, Jennifer scaled back five agents in January. The next day, response times spiked as warehouse issues hit, teaching her to plan for the bigger picture instead of what's happening today.
•Cut feedback channels that repeat themselves
Jennifer eliminated NPS because it surfaced the same complaints CSAT and reviews already captured, freeing her team to focus on more actionable feedback.
•A high automation rate isn't good service
Jennifer pushes back on the idea that a bigger automation number means better CX; her team's more selective approach performs just as well, if not better.
Intouch with Entouch
Join us as we create a path to a healthier planet by delivering sustainability solutions that reduce energy usage, drive profitability, and simplify facility management.