I’d not heard of this before, but this explains a lot of why my call center jobs were such BS.
We were expected to resolve networking, MS Exchange and VoIP issues in 20 minutes or less on average, which just resulted in a lot more customers having to call back because all the agents had to try and rush to a solution without time to test.
xkcd #2899: Goodhart's Law ( imgs.xkcd.com )
xkcd.com/2899...