Question: You operate an inbound call centre serving the various needs of your customers. Over the last several months, you notice that customers are waiting on

You operate an inbound call centre serving the various needs of your customers. Over the last several months, you notice that customers are waiting on hold for several minutes before being served. To motivate operators, you introduce an incentive program that rewards those operators that answer over 200 calls per 8-hour shift. Shortly thereafter, wait times drop but service complaints escalate. What kind of reward problem does this vignette describe?

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