Kelsey Hightower

And so I became super efficient.

So I explained this process to the manager.

He thought about it.

His name is Mike.

And Mike was like, yeah, I like that.

We're gonna change it.

We're gonna have a couple people stay out of the queue, but the promise is that queue has to stay zero.

And it's the first time I learned the difference between activities and impact.

Activity is you being an all-star answering a bunch of calls, but the ticket queue for the team is still high.

You making this jump and saying, look, maybe I stay out of the queue,

And my promise to my colleagues is impact.

The ticket queue is zero.

So on Wednesday, when we do the team turnover, we're handing off an empty queue.

Now, of course, I didn't teach them that because I didn't think about it.

And when we would come in, the queue would be high again.

It's like, yo, whoa.

This is not, you guys keep handing off a bunch of burden to our team.

And of course we would clean it up.

But then the management team was like, yo, everybody's going to do it.

And then I was like, man, you can change the process.