Sometimes the best thing you can do for a chronic PEBKAC is nothing and let them cross the finish line themselves.

  • AstralPath@lemmy.ca
    2·
    17 hours ago

    We were in the same boat for a few years. Management has put a ton of work into training and setting higher standards for the tier 1 team lately and its been working. Its not perfect, but the details that T1 puts into their escalations and case notes now is orders of magnitude better than it used to be.