Well, that would be me, I managed call centers before. And yes you can have one without another but only temporarily. I always recommend this article on
CX or CS to everyone with the same problem. Stellar CX minimizes CS needs until something breaks. Tesla’s app handles 90% of issues, but when it can’t, their CS is elite. I automated FAQ resolution (CX) and trained CS for edge cases. Complaints became rare, loyalty spiked.
