You’re the Customer Service Director of a rapidly growing B2B company. 

Your company prides itself on speedy service, and works hard to smash resolution times and meet SLAs like clockwork. 

But then you start noticing something alarming: customer churn is increasing, and customer complaints are creeping up. 

What's going wrong?

This scenario is more common than you might think. 

You might be surprised to hear that traditional ways of measuring customer service performance like Service Level Agreements (SLAs) may not provide the full picture anymore.