01 — Getting started — Reactive
Your team operates on a reactive basis, trying to deal with the influx of tickets as quickly as possible, with no time to pause to think about improving the process or looking at the data to improve the customer experience. Stopping work will literally mean not meeting SLAs.
Reactive CX teams:
- Spend too much time doing manual work such as tagging and triaging tickets, which becomes a real slog due to the wide variety of issues and levels of knowledge in the team.
- Struggle to have a sense of top CX issues as they rely on agents accurately picking from a defined list of tags.
- Have difficulty finding the top opportunities for automation for their team.