u/PresentShine8249

Was supposed to get back to someone about their account setup after I checked with our tech team. Told them I'd email by Monday. Just saw their follow up email asking for an update, completely blanked on it. We had two people out sick this week and I've been scrambling but that's not really an excuse. Sent them an apology and they were nice about it but I still feel like garbage. This keeps happening lately, how can we best mitigate this???

Numbers looked great this morning. Checked our close rate and was actually proud for once. Then my inbox fills up with customers saying their issues aren't fixed. Went back and looked at the tickets. Agents are closing them right after sending the first response without actually confirming anything got resolved. They're technically hitting their metrics so nobody's saying anything but customers are mad. I don't even know how to bring this up without sounding like I'm blaming people