How do you measure your customer support staff performance? Many companies fire employees for having "low numbers" but since they can't measure tone, they end up driving their reps to optimize for other factors.
I maintained a 100% flawless NPS/satisfaction survey rating the entire time, but my mean call time was also nearly triple that of everyone else.
I helped far fewer people, but the ones that I did help I frequently ended up actually educating, resulting in nearly no repeat calls.
Management could never come up with a purely zendesk based overall performance metric I wasn't near the bottom of. I never much cared because at least weekly a customer that I helped would try to convince me to quit and come work for them as a private consultant, making it incredibly hard for my manager to convince me I should change anything at all about what I was doing.
I left after 3 years and shortly after the whole thing got outsourced to an Alorica call center. So I guess management did figure it out, they'd rather have 4 people who's only qualification is the ability to fog a mirror, giving out near worthless support very quickly, than pay for 1 person like me.
As a consequence, I eventually gave in and decided to improve my numbers to see how "well" i could do. I was able to cut down my times to about a third of a normal agent, but that also resulted in me being more robotic and much less of a human to the customers.