Our metrics clash, management wants faster replies, but customers complain about shallow solutions. How do we align speed with depth?

Layer your approach, that’s what I did. Bots handle instant, simple replies (“Order status: shipped&rdquo, while agents tackle complex tickets. Use this effectiveness and response time framework : Track First Contact Resolution (FCR) and Average Handling Time (AHT). Zappos, for instance, trains agents to resolve 80% of issues in one chat, even if it takes longer. Reward agents for FCR, not just speed.