When replies stall and SLAs slip, it’s not just customers who feel it, it’s your team. The pressure lands unevenly, on the same few people, week after week. And the root cause, where emails are actually stalling and why, stays invisible.
Most teams only address SLA problems after they’ve already damaged customer relationships or stretched people too thin. By then, fixing it is harder than it needed to be.
In this session, we walk through a real-world case of a team that turned their response times around: spotting the bottlenecks, setting realistic SLAs, and protecting the people behind them.
What you’ll learn
- Measure response and reply times accurately across a shared inbox
- Identify where emails stall and which people are absorbing the pressure
- Set SLAs your team can actually hit and sustain
