Case age over handle time: The metric that actually improved NPS, CSAT, and customer spend | Zach Greco
Zach Greco runs a 100-agent fully remote contact center at Floor & Decor with under 10% annual turnover. His operational philosophy starts with one question before deploying any technology: "What's in it for them?" This applies whether rolling out AI knowledge bases, CRM workflow changes, or new telephony systems. By training their chatbot exclusively on indexed website content, his team eliminated the hallucination problem while creating a clear feedback loop—when the AI gives wrong answers, they know exactly which source page needs fixing.
His team discovered that case age—not first call…
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