so for a little context, i work for a theatre company in the ticketing department, basically taking phone calls all day. and i didn't mind my job at all, i actually quite liked it, up until there was a sudden switch to digital ticketing only, a change i feel that we were not prepared for and it was a decision made without the consent of the people who are actually taking the customer service calls every day. so what was once a job where i could just have simple conversations with people about theatre and their tickets has now become a job where i brace for the next frustrated caller taking their anger out on me for a decision that i had no say in. this was never supposed to be my job. i am not tech support. there was even supposed to be a new team made specifically to handle the influx of confused digital ticket learners, but they got flooded with callers and started telling us not to transfer them anymore if we could handle the situation. i am so frustrated with the constant influx of calls and all the burden that this has placed on us bottom level workers, none of which we asked for. it's starting to drain my energy outside of work and just making me a very bitter, irritated person overall. getting talked down to and yelled at all day can really weigh on your mental health and i'm just not sure how much more of this i can take. all of this with no additional pay btw!
tldr; executives are out of touch