Your Metrics Are Perfect. Your Customers Are Leaving Anyway.
The hidden conflicts between what you measure and what customers actually experience—and how to fix them.
Average Handle Time is down. First Contact Resolution is up. Your team is hitting every target in the dashboard.
So why are customers still frustrated? Why is churn climbing while your QA scores improve? Why does "efficient" feel like the opposite of "helpful"?
Because efficiency metrics and experience outcomes are often pointing in opposite directions. And when they conflict, your team learns to succeed at the wrong things.
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