When support teams struggle, “process” usually gets blamed. In many cases, the issue is not the absence of a process. It is that no one is aligned on how the process is actually supposed to work.
Ask three agents how a ticket should be handled and you may get three slightly different answers. None of them are completely wrong, but that variation creates inconsistency for customers and inefficiency for the team.
Clarity matters more than complexity. A simple, well-understood workflow will outperform a detailed process that no one follows.
Leaders should spend less time adding steps and more time making expectations explicit. Who owns the ticket? When should it be escalated? What does a “complete” resolution look like?
If those answers are not consistent across the team, adding more process will not fix the problem.