Touchless experience has been, personally, the most painful metric I've ever had to deal with. It goes against my core as a sales person. The company takes a contradictory approach forcing front line employees to execute transactions using touchless all the while risking taking a hit in the customer service experience. And this goes beyond the initial learning curve that can cause frustrations. There are plenty of scenarios in which touchless does not make sense but yet managers will not allow a transaction to go through. In other words, management would much rather lose acquisitions to full fill their touchless metric.
I once asked the GM the "why" regarding this metric. The GM snapped back answering, "because that's what is being asked by leadership and if it's too much, accommodations can be made to transition to Telesales or Customer Service." Such a morbid response from the store's general manager did not sit well with the staff nor was it a good example of our new GROW model or the new Customer & Employee Experience model. I am sure that GM would not talk that way to a customer.
In conclusion, it is very suspicious as to why the focus and micromanaging of the Touchless metric. It does lead me to believe that big changes are on the horizon and we as front line employees must be prepared. Personally, I will save a lot more of my money just in case I am let go from such a great company. Hoping for the best but preparing for the worse. Love to hear others thoughts regarding this topic.