Category: Advocacy
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The Satisfaction Trap: When High CSAT Means You’re Failing
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Read More →: The Satisfaction Trap: When High CSAT Means You’re FailingWhen High CSAT Means You’re Failing There’s a dashboard somewhere right now showing a perfect row of green numbers. CSAT scores trending upward. Targets exceeded. Leadership pleased. Someone’s probably getting a bonus based on those numbers. And the customers? They’re quietly leaving. I’ve seen this pattern enough times now that it’s stopped surprising me. A…
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AI in Technical Support: Balancing Efficiency and Human Touch
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Read More →: AI in Technical Support: Balancing Efficiency and Human TouchAs AI revolutionises various industries, its integration into technical support raises crucial questions about balancing efficiency with the human touch. This blog post explores the ethical considerations and impact on humanity when implementing AI in customer service interactions. I’ve recently been grappling with the complex issue of integrating AI into our support processes. This evaluation…