Nowadays literally EVERYTHING has to be quantified in metrics. That's all they care about.
Even if you did say an absolutely mission critical project that didn't show up on some metric spreadsheet somewhere it doesn't count and no one cares.
All that matters is ticket numbers and calls taken. Which is weird seeing as how a ton of people sit auxed out all day.
I agree with that. Metrics and shorter call times and customer service.well sadly there isn't enough time allotted per call, not enough employees to handle the call volume and then there's the dreaded script u have to regurgitate to a highly ticked off customer. Stupid comes to mind whomever it is higher up the chain that makes the decisions should be fired. They haven't a clue.
Since July 2014, Windstream has lost 90% of it's stock value. This 90% is all on one person. THAT is the metric that is most important to the investors. The next layoff needs to be for just one person.