The incentives are frequently wrong as well. The support staff for many companies are rewarded on volume, call-queue length and "resolution time" (not actual re

The incentives are frequently wrong as well. The support staff for many companies are rewarded on volume, call-queue length and "resolution time" (not actual resolution time, but how quickly you can get the customer off the phone). The only valuable metrics, in my mind, are "Did we actually solve the issue for the customer" and "Have we effectively prevented this from being an issue in the future".