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When a target stops working

Support was given a target of "close tickets in under 1 hour". Closure times fell sharply, but customer satisfaction and repeat contacts got worse. What happened and what is the fix?

A.The team got better; ignore satisfactionB.Remove all metrics from supportC.Goodhart's law: once a measure became a target, agents optimised it, for example by closing tickets early. Pair it with balancing metrics like resolution rate and satisfactionD.Lower the target to 30 minutes

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When a target stops working

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