The Hidden Cost of “Solved” Tickets: Why Resolution Time Isn’t Saving Your Customer Relationships
Imagine this: Your support team closes tickets 20% faster this quarter. CSAT scores look decent. But your churn rate keeps climbing. Customers leave without complaint, quietly switching to competitors. What’s silently eroding loyalty when the metrics look green? Resolution Blindness is the culprit. While 89% of companies track resolution time, only 34% measure whether solutions […]