CX Insights
Executive view across customer experience operations
AI Management Insight
Card-related cases account for 28% of repeat customer contacts this month. Most repeat contacts occur when customers are not proactively updated during Card Operations investigations.
Recommended action
Introduce automatic customer updates at two-hour intervals for open card-investigation cases.
Customer satisfaction
4.2 / 5
+0.1 vs last month
First-contact resolution
71%
+3 pts
Average handling time
8m 14s
-22s
Average resolution time
6h 32m
+18m
Repeat-contact rate
14%
+1 pt
Cases at risk of SLA breach
7
AI recommendation adoption
76%
+8 pts
Responses drafted with AI
63%
+12 pts
Customer satisfaction trend
Cases by issue category
Cases by channel
Sentiment distribution
First-contact resolution trend
Resolution time by department (hrs)
Top feedback themes
Proactive updates needed
42 mentions
Agent was helpful and clear
38 mentions
Had to follow up
27 mentions
Quick resolution
24 mentions
Language preference not respected
9 mentions
Cases approaching SLA breach
SBM-42817 · Fraud0h 38m
SBM-42815 · Card decline1h 42m
SBM-42820 · ATM dispute4h 22m
SBM-42818 · RTGS2h 05m