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   Schrodinger's Chat
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   How what you measure matters more
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                      Schrödinger's Chat
                     </h1>
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                      It’s early on Monday morning as I write this, always a fraught time for me in my support agent days. I would log in to see what the queue held for me—probably nothing truly terrible, or I’d have already been paged. Otherwise it was anyone's guess.
                     </p>
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                      <a data-hs-link-id="0" data-hs-link-id-v2="PlGjhY7q" rel="noopener" style="color:#304ddb; text-decoration:none !important" target="_blank">
                       Schrödinger used his feline thought experiment
                      </a>
                      to demonstrate that quantum superposition makes no sense when scaled up to the size of our daily lives, but it’s hard not feel like opening your support queue for the first time in the day is in some way creating the queue.
                     </p>
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                      Will it be reasonably calm? Is there an innocuous looking conversation ticking away in there, waiting to explode in a way that will shape the rest of your week? The reality is unknowable until the help desk tab refreshes. You can imagine anything before you collapse the superposition probability wave by opening the queue and creating a definite state.
                     </p>
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                      Perhaps, if
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                       the many-worlds interpretation
                      </a>
                      is correct, there are infinite other versions of you all opening their queue to reveal very different days ahead
                      <span style="font-size: 12px;">
                       <sup>
                        1
                       </sup>
                      </span>
                      . I bet your CSAT is even better when measured across the multiverse.
                     </p>
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                      Eventually you must open your own queue and a single reality rushes in to fill it. Time to get to work.
                     </p>
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                        7 steps to sorting your support queue
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                        In a tree, for some reason
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                         ›
                        </span>
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                      <br/>
                      Still, if there’s one quantum concept we can wilfully misunderstand and mangle into a malleable metaphorical message, it’s
                      <a data-hs-link-id="0" data-hs-link-id-v2="a+OpOAH4" rel="noopener" style="color:#304ddb; text-decoration:none !important" target="_blank">
                       the observer effect
                      </a>
                      . The idea that by measuring something we also change it.
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                      What starts as scores of fully-realized people reaching out for help, with all their history and context and individual goals, gets shaped and structured by your help desk into a tagged, numbered, prioritized list. Already, some information, some potential knowledge of those customers, is lost.
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                      Then we report on those queues using categories and times and individual judgements. Anybody who is not actively in the support queue can only ever get a perspective on your queue that has been irrevocably changed, reduced, by the act of measuring it.
                     </p>
                     <p style="font-family:'Helvetica Neue', Helvetica, Arial, sans-serif !important; color:#405261 !important; font-style:normal; font-weight:normal; font-size:16px !important; line-height:175%; margin-bottom:18px !important">
                      Therefor it matters what you choose to measure, and how you present those measurements. You are creating reality for your managers, your executives, and the rest of your company, and that reality will end up shaping your customer experience.
                     </p>
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                      Hard numbers feel solid and real. But nothing is really solid at quantum levels. So choose your numbers wisely, you're creating one reality of many.
                     </p>
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                      <em>
                       <sup>
                        1
                       </sup>
                       So far, no buyers for my pitch of a Quantum Leap spinoff with an unnamed support agent leaping into other support queues and solving difficult problems. In retrospect, the title “Queue Anon” was a mistake.
                      </em>
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                        Mat Patterson
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                         Help Scout
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                        <a data-hs-link-id="0" data-hs-link-id-v2="d/TgnBbs" style="color:#304ddb; text-decoration:none !important" target="_blank">
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