Report / 5 chapters
CX Operations in the Agent Era
A working report on why deflection and handle time mislead, how routing quality determines everything downstream, what full-population quality review changes, and where escalation should stay human.
What's inside
- Why deflection and resolution diverge exactly where the revenue is
- Replacing AHT targets with cost per resolved issue including downstream contact
- Scoping voice AI as a routing capability before a resolution capability
- Turning quality assurance into a defect register instead of an agent scorecard
- The escalation design that automates the clerical half and keeps the judgment
Chapters
- 1
Deflection is not a customer outcome
6 min read
- 2
Average handle time is the wrong contract
5 min read
- 3
The voice agent is a routing decision
5 min read
- 4
QA samples two percent and calls it quality
5 min read
- 5
Escalation is the product
6 min read
Written for: VPs of Customer Operations, chief customer officers, and contact center leaders.