The eBook The Many Problems with Case Deflection argues that while deflection was once a popular metric, it often harms customer relationships by prioritizing cost-cutting over experience. It identifies three pitfalls: driving away customers who switch to competitors after poor service, hurting product development by blocking valuable feedback, and leaving money on the table by missing upsell and loyalty-building opportunities. Instead, the report recommends measuring success through engagement, intent, and outcomes across all channels. By unifying data, tracking customer journeys, and empowering agents to deliver value, businesses can build trust, loyalty, and long-term growth rather than focusing solely on case deflection.

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