Spot on. I have consulted with customer contact companies and it was always shocking to see the low productivity. Front line employees, especially the younger

Spot on. I have consulted with customer contact companies and it was always shocking to see the low productivity. Front line employees, especially the younger age group, would find ingenious ways to circumvent doing actual work while artificially inflating their KPIs. There was even information sharing economy in some companies where the best tricks were traded for goods and services. To put it in context though, it was by any measure thankless and soul crushing work. And the worst offenders were in cold call centres and strangely in email support teams.