We are in full alignment here, friend. As someone who has built international support teams positioned over multiple contacts centers managing dozens of languages, avoiding automation in all aspects of the support experience is an impossibility at scale. It’s about balance. Utilizing guard rails so you don’t roll gutterballs. You have to manage average handle time, messages sent per agent, response and resolution timing, and more while still hitting golden CSAT numbers. All of this while staying within budget and avoiding under/over-utilization.
Welcome to the show.
Did I mention I’m also accountable for Reverse Logistics and Repair, Community, and Loss Prevention on top of Customer Support? 