Many call centers unknowingly sabotage customer loyalty by clinging to outdated speed-based metrics. This post explores why managerial tunnel vision persists, how legacy KPIs like AHT erode both agent morale and CX, and what leading brands like Zappos, Disney, and Zara can teach us. Learn how a hybrid training model, empowered managers, and future-ready agents can transform your call center from a cost center into a loyalty engine.