It's interesting how rapidly the beancounters quashed CSR autonomy and put everything behind inscrutable ticketing systems. Even at relatively small companies,

It's interesting how rapidly the beancounters quashed CSR autonomy and put everything behind inscrutable ticketing systems. Even at relatively small companies, with internal tools and support teams this happened pretty rapidly in the 2010s. I've worked at all sorts of small companies with as few as 500 employees where we initially just had a list of "guys" to call for different issues.. and eventually some Big Company MBA Type would come in and kill it. Next thing you know there's 5 different ticketing system queues obfuscating the fact that it's still the same 1-2 guys supporting each queue. Turnaround time got worse, users were unhappier, support team was unhappier, we had to pay SaaS companies for their ticketing system, and probably hire a Global Head Of __ to run the whole thing. BUT.. we now could measure all the misery! Incredible!