Case age over handle time: The metric that actually improved NPS, CSAT, and customer spend | Zach Greco

About this episode

Zach Greco discusses how focusing on case age improved NPS, CSAT, and customer spend in his remote contact center.

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 resolution or handle time—was the metric that actually moved the business. Longer case resolution times correlated directly with higher costs, lower NPS, and reduced customer spend. By focusing operational improvements on shrinking case age, they improved outcomes across the board without needing a "silver bullet" technology replacement. Topics discussed: Case age reduction as the primary driver of NPS, CSAT, and customer lifetime value Training AI chatbots exclusively on indexed company content to eliminate hallucinations Achieving 10% annual turnover in fully remote…

People in this episode

Guest: Zach Greco

Topics covered

• Case age reduction as the primary driver of NPS, CSAT, and customer lifetime value
• Training AI chatbots exclusively on indexed company content to eliminate hallucinations
• Achieving 10% annual turnover in fully remote operations

Mentioned in this episode

Products: AI knowledge bases, CRM workflow, telephony systems

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