I know case is Sampaths Baby any Sampath is gone.. Is Case very much needed to clean up mess or will there be any layoffs in case, or will Case get axed? Insight will be appreciated..
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Leadership has zero desire to fix any Case is needed in the first place. CX makes outrageous promises, creates a case, and bounces to another call. No first call resolution, no OSTs or resources used. The vast majority are invalid cases. Until PSO is paid by quality rather than quantity, the issue will persist. But Case leadership has said they want more cases, they care more about keeping their jobs than fixing the reason Case is even a department. So much for “delighting the customer “
@OP this sounds like a function a CX employee can do.