Client Situation - The client’s support infrastructure was taking a toll in managing support requests from all over the globe. The challenge was evident as engineers were not able to deliver on metrics like AHT, CSAT. Low engineer satisfaction and morale increased attrition. These challenges made it difficult for the client to continue supporting customers on agreed KPIs. The Covid pandemic disrupted support operations and forced the client to work with skeletal staff. Their main priority was to reduce AHT, decrease customer churn, increase engineer performance and increase customer satisfaction.
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