Management on the solutions team is all over the place. They do not know how to communicate at all. They basically push initiatives and major changes on you with no heads up or warning at all. They just announce a meeting, where it's nearly everyones first time hearing about anything, and then they tell you there's a major change happening.
They only care about metrics/data that don't quite tell the full story. They only want to see the solved tickets amount be as high as possible; which I get from a pure business perspective, but customer satisfaction comes first. It's not worth out to pump out mediocre responses for the sake of solving tickets and customer's aren't happy.
