Are we secretly relieved when a caller hangs up out of frustration, knowing our Average Handle Time just got a little safer?
It is a question that sits in the back of the throat, tasting like cold coffee and copper. We don’t ask it in the morning huddles. We don’t put it in the quarterly slide decks. But every support representative who has ever watched a glowing red digit tick upward on a monitor knows the feeling. It is the quiet, shameful hope that the person on the other end-the one struggling to find the English words for “broken seal” or “intermittent power”-will simply give up.
Because if they give up, the metric stays green. If they stay, and we help them, the dashboard turns into a crime scene.
The Logic of the Spreadsheet
Beatriz is currently committing one of these crimes. She is sitting in a swivel chair that has lost its lumbar tension, staring at a call timer that reads . The target for her tier is . In the logic of the spreadsheet, she has already failed this interaction three times over.
The statistical failure of an empathetic success.
On the other end of the line is a man in Warsaw. He is trying to explain
