Imagine a support center with a competent level 1 support team. A level 1.5 team receives warmly transferred calls and chats. Shift-left activities combined with a Knowledge Centered Service (KCS) approach ensure support processes are steadily handed off from level 2 to level1.5, level 1, and ultimately level 0. All Key Performance Indicator (KPI) targets are exceeded, met, or approached very closely. Resolution rates sky rocket to close to 90% between level 1 and level 1.5. Customer satisfaction rates are consistently high and above the 93% target. The ball seems to be hit out of the park in most, if not all respects. Support center management is pleased with the results. Might they even have become slightly complacent?
https://www.thinkhdi.com/library/supportworld/2018/understand-customer-experience-journey.aspx/
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