Re: Help desk
"agents are graded depending on how many issues they resolve compared with how many are dispatched to L2/L3 support"
Also, graded on number of calls taken / mean time spent on call, thus promoting an attitude of "Lets get rid of this customer as quickly as possible".
Meanwhile, Advertising / Marketing / Sales - people are inventing ever more creative ways of "engaging" with and retaining customers, increasing customer loyalty and brand awareness / attractiveness, attracting new customers. Somehow none of that desire / effort ever seems to make it to actual customers who are contacting you themselves and WANT to talk to you.
I guess solving actual customers' problems isn't as sexy as a new ad campaign, is it?